Some of us have probably received a phone call from someone claiming to be from "technical support" who says they need immediate access to your computer. 

Both are common types of a specific species of scam in our age of technology: the tech support scam. 

These scams have been around for years, but they're constantly evolving. Cybercriminals use convincing websites, fake security alerts, phone calls, text messages, emails, and even online ads to trick people into handing over their money, giving criminals remote access to their devices, or paying for unnecessary services. 

Fortunately, once you know what to look for, tech support scams become easier to recognize in the wilds of the web.

What is a tech support scam?

A tech support scam is when criminals pretend to represent a technology company or IT support service. Their goal is to convince you that your computer, smartphone, or online account has a serious problem that requires immediate attention.

The scammer may claim your device is infected with malware, your accounts have been hacked, or your personal information is at risk. They then pressure you to take action, usually by calling a fake support number, downloading remote access software, or paying for unnecessary "repairs."

In truth, though, there is no problem! The criminal is creating a fake emergency to steal your money, personal information, or access to your device.

How tech support scams work

Every scam is different, but many tech support scams follow a familiar pattern.

• You receive a fake warning. This could be a browser pop-up, text message, email, online ad, or unsolicited phone call claiming your device is infected or hacked.

• The scammer creates urgency. They warn that your files, passwords, or financial accounts are in immediate danger if you don't act ASAP.

• Request for remote access. You may be instructed to install legitimate remote desktop software so the scammer can "fix" your device.

• They demand payment. After pretending to repair your computer (or even intentionally causing problems), they sometimes ask you to pay for fake technical support.

• They may steal even more. If given access, scammers can install malware, steal passwords, copy personal files, or gather financial information. They may ask to look at your bank accounts online, for example.

Common signs of a tech support scam 

Be cautious if someone:

• Contacts you out of the blue about a problem with your device 

• Claims to know your computer has a virus or has been hacked 

• Pressures you to act immediately 

• Asks you to install remote access software – they may even ask you to turn off antivirus software or accept warning messages from your computer. 

• Requests payment through gift cards, cryptocurrency, wire transfers, or payment apps (these are all very hard to trace and reverse, so they are the preferred payment methods of scammers) 

• Claims they represent a well-known technology company without you contacting them first 

Legitimate technology companies generally do not monitor your computer for problems or contact you unexpectedly to offer repairs. In fact, they usually release security fixes via software updates, so we recommend making a habit of keeping your software and devices up to date!

What to do if you see a fake virus pop-up

One of the most common tech support scams involves alarming browser pop-ups claiming your computer is infected. This often happens immediately after clicking a link, especially a link in search results or online ads. Some even play loud audio or prevent you from easily closing the page!

If you encounter one:

• Don't click any buttons in the pop-up.

• Don't call the phone number displayed.

• Close the browser using your task manager, or force-quit the application if necessary.

• You may have to power off your computer by holding the power button until it turns off – if you have a PC, you can press CTRL+ALT+DELETE until you get a menu, then go to the task manager and “end task,” but for most of us just forcing the computer to shut down is probably the fastest solution.

• Restart your browser.

• Run a scan using security software you already trust.

• Update your operating system and browser if updates are available.

The pop-up itself usually isn't scanning your computer. It’s trying to scare you into contacting the scammer.

What if you already gave a scammer access? 

If you think you allowed a scammer to remotely access your device, act quickly. 

Disconnect your computer from the internet. Remove (uninstall) any remote access software the scammer asked you to install. Then, use a different trusted device to change the passwords for your email, banking, and other important accounts. Remember to enable multifactor authentication (MFA) wherever possible. 

If you entered payment information or made a payment, contact your bank or credit card company immediately. Monitor your financial accounts for suspicious activity and consider reporting the incident to the appropriate authorities, such as your local police department and the FBI via IC3.gov. 

How to protect yourself from tech support scams 

The best defense against this type of scam is knowing what legitimate tech support looks like and what it doesn't. 

• Be skeptical of every unsolicited call, email, text, and pop-up, especially if they claim your device has a problem. 

• Never give remote access to someone who contacted you unexpectedly. 

• Only seek technical support through a company's official website or customer service channels. Go to the physical store if you can.  

• Keep your operating system, browser, and software updated. 

• Use long, unique passwords for every account and store them in a password manager. 

• Enable MFA whenever it's available.

Disconnect from fake tech support!

Tech support scams succeed because they trigger panic. The warnings sound urgent, the messages look official, and the scammers often appear knowledgeable and professional. This type of scam can work on many of us if we don't take time to slow down. If someone claims your device is infected or compromised, pause before taking action. Verify the claim through official channels. And for more cybersecurity tips, sign up for our free email newsletter. 

FAQs

What is a tech support scam?

A tech support scam is a type of fraud in which criminals impersonate technology experts or representatives of trusted companies. They claim your device has a problem and try to trick you into paying for fake services or giving them access to your computer.

How can I tell if a tech support call is a scam?

A tech support call is likely a scam if you did not request help and the caller claims your device has a virus, demands immediate action, requests remote access, or asks for payment via unusual methods such as gift cards or cryptocurrency.

Can a pop-up message detect a virus on my computer?

Most unexpected virus warning pop-ups are scams. A website or browser pop-up cannot reliably scan your device for malware.

What should I do if I gave a scammer remote access to my computer?

Disconnect your device from the internet, remove any remote access software the scammer installed, and change your passwords using a trusted device.