Tech Support Scams: How They Work and How to Shut Them Down

The screen suddenly fills with red warnings. A voice may even play through the speakers: your computer is infected, your data is at risk, call this number immediately. Or the phone rings and a polite caller says they are from a well-known software company and have detected a problem on your computer.

Both are tech support scams. They target everyone, but they are especially hard on older relatives and anyone who feels less confident with technology. Understanding the script takes away most of its power.

How the scam usually starts

• A fake warning pop-up on a website, often after a mistyped address or a bad ad. It may lock the browser into full screen and claim your computer is blocked.
• An unexpected phone call from someone claiming to work for a major technology company, your internet provider or a security firm.
• A search result or ad for "customer support" that leads to a scammer's phone number instead of the real company.
• A fake receipt email for an expensive subscription renewal, with a number to call for a refund.

Large technology companies have said publicly that their real error messages do not include phone numbers and that they do not make unsolicited support calls. A warning that asks you to call is the scam itself.

What happens if you call

The scammer is friendly and calm, which is part of the trap. They usually:

1. Ask you to install remote access software so they can "look at the problem." This gives them control of your computer.
2. Show you "evidence." Normal system logs and harmless messages are presented as proof of infection.
3. Sell a fix. You are asked to pay for a repair, a security plan or a long support contract, often by gift card, wire transfer or cryptocurrency.
4. Pull a refund trick. In a common variation, they claim to refund you, then pretend they sent too much and pressure you to send the difference back.

Meanwhile they may install their own software, collect passwords or look at your banking.

How to close a scary pop-up safely

The pop-up cannot hurt your computer by itself. It is just a web page designed to look alarming.

• Do not call the number and do not click anything inside the warning, including buttons that say "Close" or "Cancel."
• Close the browser tab or the whole browser.
• If the browser will not close on Windows, press Ctrl, Alt and Delete together, open Task Manager, select the browser and choose End task.
• If the browser will not close on a Mac, press Command, Option and Escape together, select the browser and choose Force Quit.
• When you reopen the browser, do not restore the previous tabs if it offers to.

If you are still uneasy, run a scan with the security tool built into your computer. That is the real way to check for problems.

If a scammer already had access

Act calmly but quickly. You have not done anything shameful; these operations are run by professionals.

1. Disconnect from the internet by turning off Wi-Fi or unplugging the network cable.
2. Uninstall any remote access program they asked you to install. If you are not sure which one, ask a trusted helper to look.
3. Run a full security scan and install any updates. If you are uncertain whether the computer is clean, a technician you choose yourself can check it or reset it.
4. Change your passwords from a different device, starting with email and banking. Turn on two-factor authentication.
5. Call your bank and card issuers if you paid or if they saw financial information. Ask about disputing charges.
6. If you paid with a gift card, contact the card company right away with the card number and receipt. Our guide to why scammers ask for gift cards, wires or crypto explains what else to do.
7. Report it to the Federal Trade Commission at ReportFraud.ftc.gov if you are in the United States.

Expect follow-up calls offering to "recover" your money for a fee. That is a second scam.

Helping parents and grandparents

If you are the family's informal tech helper, a short conversation now can prevent a painful one later:

• Agree on one rule: "If anything on the computer tells you to call a number, call me instead."
• Bookmark the real support pages for their bank, internet provider and devices, so they never need to search for a phone number.
• Keep their computer and browser updated, and make sure built-in security protection is on.
• Set up a safe way to help remotely, chosen and installed by you, so they are never tempted to let a stranger in.

Say it kindly and often. People who know the script ahead of time recognize it the moment it starts. If a scam arrives by email instead, our guide on how to spot a phishing email is a good next read to share.