What should you do about a tech support scam call or pop-up?
A tech support scam is a call, pop-up or email telling you something is wrong with your computer. Hang up or ignore it, even if the number looks local, and never give a password or remote access to someone who contacted you first. If you worry about a real problem, contact your own security or IT provider on a number you already have. If you already gave access or paid, the FTC lists steps to take: change passwords, remove malware, disconnect the computer, dispute charges and report it.
How the scam runs
The FTC's small business cybersecurity guide describes it this way: you get a phone call, pop-up or email telling you there is a problem with your computer or device. The FTC says the people behind it may pretend to be from a well-known tech company and use technical terms to sound convincing.
Its list of what they may try includes getting remote access to your computer, enrolling you in worthless maintenance programs, installing malware, selling repairs you do not need, and sending you to sites that collect payment and personal information.
What to do when it reaches you
The FTC's steps:
- Hang up on a tech support call you did not expect, even if the number is local or looks legitimate, says the FTC.
- Ignore a pop-up that tells you to call tech support or click a link.
- If you are worried about a threat, contact your security software company directly, using a number from its website, receipt or packaging.
- Never give anyone your password, and do not grant remote access to someone who contacts you unexpectedly.
A rule for everyone who uses your computers
As general advice, not the FTC's: if a pop-up will not go away, close the browser from the computer's own menu or restart the computer instead of clicking inside the pop-up. Tell everyone who uses your computers the same rule, and keep your real IT provider's number where staff can find it. When the scam arrives by email, the related answer on spotting a phishing email covers the signs.
If you already gave access or paid
The FTC lists these steps for someone who was scammed:
- Change the password on every account that uses the password you gave out, and use unique passwords from now on. The FTC suggests considering a password manager.
- Remove malware with legitimate security software, or get help from a trusted security professional.
- Disconnect the affected computer from your network, then have the network checked for intrusions.
- Ask your credit card company to reverse bogus charges, or to cancel and replace a compromised card, and keep checking your statements.
- Report the attack to the FTC at ReportFraud.ftc.gov.
Who to call instead
As general advice, change passwords from a device you trust, not the one the caller touched. If you have a provider who looks after your computers, they are the number to call, and a real provider should not mind you calling back on a number you already have. The related answer on managed IT support covers what that looks like, the related answer on password managers covers setting one up, and the related answer on cybersecurity basics lists where to start.
Sources
Related answers
- What is managed IT support, and what should it include?
- Does a small business need a password manager?
- What are the basic cybersecurity steps for a small business?
- How do you spot a phishing email or text, and what should staff do with it?
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