ExplainerOnline Safety and Scams
How to spot tech support scams
Learn how tech support scams reach you, the warning signs that give them away, and what to do if you see one, answer one or have already paid.
- Any device
A tech support scam tries to convince you that your computer or phone has a serious problem, then charges you to "fix" it or takes control of your device. Read on to see how these scams reach you, how to recognize them, and what to do at each stage.
The core idea
These scams do not start with a technical fault. They start with fear and urgency. The scammer wants you to panic, trust a stranger and act before you think. A real problem with your device never needs a stranger's phone number, a remote connection or a gift card to solve it.
One rule covers most cases
Real security messages never ask you to call a phone number. Microsoft states that its error and warning messages never include phone numbers. A legitimate tech company also does not contact you by phone, email or text to say your computer has a problem.
How a typical scam unfolds
Text version of this diagram
- A loud alert: A pop-up or call says your device is infected or hacked
- A phone number: You are told to call a number now
- Remote access: The scammer asks to control your screen
- A payment: You are asked to pay for a fix, often by gift card
A common trick is a fake "scan" that only opens ordinary Windows screens and describes normal messages as signs of damage. Neither a caller nor a web page can see a virus from outside your computer.
How they reach you
A scary warning on your screen
A web page can fill your screen with flashing red warnings, sound an alarm and lock the browser in full screen. It is a web page, not your computer detecting a virus. It lists a number to call.
An unexpected call, text or email
Someone says they are from a well-known technology company, your internet provider or your bank. Caller ID can be faked, so a familiar name or number on your screen proves nothing. The FTC also warns about fake "your subscription has renewed" notices with a short deadline to call about a charge.
Help you found by searching
Scammers also publish fake help-line numbers on websites and in search results. To find real help, see how to find real support and avoid fake phone numbers.
Signs it is a scam
- It contacted you first, and you did not ask for help.
- It gives you no time to think and warns of a bad outcome.
- It includes a phone number inside a warning message.
- It asks you to install software, or to give a stranger access to your computer.
- It claims your bank accounts were hacked or your name is linked to a crime, then passes you to a "government official".
- It asks you to move money to "keep it safe".
- It wants payment by gift card, wire transfer, bank transfer, cryptocurrency or a payment app. The FTC lists all of these as scam payment methods.
Never do these things
Do not call the number on a warning. Do not let anyone control your computer or phone. Do not pay for support with gift cards, cryptocurrency or a money transfer. Do not share passwords, bank details or codes sent to your phone.
What to do right now
If you see a frightening pop-up
- Do not call the number or click anything in the message, including buttons that say Close or Cancel.
- Press Esc to leave full screen. If the page stays, close the browser. On Windows, press Ctrl + Shift + Esc, select the browser, then select End task. On a Mac, press Command + Option + Esc, select the browser, then select Force Quit. On a phone or tablet, close the browser from the app switcher.
- Open the browser again. If it offers to restore your previous pages, decline. The warning should be gone.
The guide fake virus pop-up: what to do covers this in detail.
If someone calls or messages you
- Hang up, or stop replying. You do not owe them an explanation.
- Do not call back any number they gave you.
- If you are worried about an account, open the company's official website or app yourself, or use the contact details printed on your card or bill.
If you already gave access or paid
Do not feel foolish. These scams are designed to work on careful people, and acting quickly matters more than blame. These steps follow advice from the FTC and Microsoft:
- Disconnect the device from the internet, by turning off Wi-Fi or unplugging the network cable. Close any remote-access window. Reconnect only when you need to update your security software in the next step.
- Update your security software and run a scan. Microsoft also advises uninstalling any program the caller had you install, and says to think about resetting the device if fake error messages keep appearing. See how to run a malware scan and what to do if you gave someone remote access.
- From a different, trusted device, change your passwords and turn on two-step verification. Start with email and banking. See strong passwords and two-step verification.
- Contact your bank, card company, payment app or gift card company at once. Use the official website or app, or the contact details on your card. Say a scammer tricked you and ask for the payment to be reversed.
- If you shared your Social Security number, report it at IdentityTheft.gov, a US government site.
Where to report a scam
These are official channels for the United States. Outside the US, look for your own country's consumer protection agency or police, through a government website.
| Where | What it is for |
|---|---|
| ReportFraud.ftc.gov | The Federal Trade Commission's site for reporting any scam. |
| microsoft.com/reportascam | Microsoft's page for reporting scams that use its name. |
| ic3.gov | The FBI's Internet Crime Complaint Center, for cyber-enabled crime including tech support fraud. |
What this means for you
You do not need to be technical to stay safe. Treat any unexpected contact about your computer as suspect, never act on a phone number inside a warning, and never let a stranger control your device. If you really need help, you start the contact, using the official website of the company that made your device or software.
Talk about it
Tell family and friends about this guide. Scams depend on the person being alone and embarrassed, and a quick call to someone you trust is strong protection.
Frequently asked questions
The caller knew my name and address. Does that make them real?
No. Names and addresses are simple for others to find, so knowing them proves nothing about who is calling.
Could a pop-up really mean I have a virus?
A warning in a web browser that includes a phone number is a scam. If you are unsure about your device, run a scan with security software already installed from a trusted source, instead of calling anyone.
Is remote help ever legitimate?
Only if you contacted the company yourself through its official website, you trust them, and you stay present. Never allow remote access to someone who contacted you first.
I paid with a gift card. Can I get the money back?
You may be able to. Contact the gift card company straight away, say a scammer tricked you, and keep the card and receipt. The FTC lists contact details for popular issuers.
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Official resources used
Pages consulted while preparing this guide. Check them for the latest details.
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Beware of fake support
Real support never asks you to call an unfamiliar number, pay with gift cards or let a stranger control your computer.