Tech support scams: how they work and what to do

How the scam works

A pop-up, a call, an email or a text says your computer has a virus or your account has a problem, and gives you a number to call or a link to click. The person on the other end asks for remote access to your computer, "finds" a problem, and asks you to pay to fix it.

The signs (from the FTC)

• Real tech companies do not contact you first by phone, email or text to say your computer has a problem.
• Real security pop-up warnings never ask you to call a phone number.
• A request for remote access to your computer from someone who contacted you.
• A demand for payment by gift card, wire transfer, bank transfer, cryptocurrency or a payment app: methods that are hard to reverse.
• A renewal notice for a service you do not remember: do not call the number in it; contact the company using a number you already know is real.

In the moment

• Do not call the number and do not click the link.
• Close the browser. If the page will not let you, on Windows press Ctrl + Shift + Esc to open Task Manager and end the browser; on a Mac press Option + Command + Esc and force quit it.
• If someone is on the phone, hang up. You can always call the real company back on a number you look up yourself.

If it already happened

• If you paid: contact your bank or card company now, report the transaction and ask them to reverse it.
• If you gave a password: change it right away, and on every other account where you used the same one.
• If you gave remote access: get the computer checked, update your security software and run a scan, and change your passwords from a different, trusted device.
• Report it to the FTC at ReportFraud.ftc.gov.