How to recognize, avoid, or recover from a tech support scam

What is a tech support scam?

A tech support scam is a customer service scam where bad actors pose as technical support agents. They claim that there are non-existent issues with a victim’s computer, device, or account and offer fake services to gain access to personal information or extract payment. These scammers exploit the need for assistance, tricking victims into paying for unnecessary fixes or installing spyware and ransomware.

How tech support scammers can reach you

One of the most common ways that tech scammers reach you is via the phone. They may call you directly and pretend to be a computer technician from your IT department or a cybersecurity company. Once you’ve expressed some level of trust, they’ll begin digging for personal information, like passwords.

Tech support scammers can also contact you by email. They commonly employ phishing tactics to convince you that their message is coming from a legitimate source. These messages might tell you that an account has been suspended or that you need to confirm further action on a previous IT repair. You may also see fake error messages or warnings that appear on your computer or a website that you’re browsing.

No matter how the message reaches you, the tactics are similar. They alert you that your account security might be compromised or that your device is running poorly due to viruses and malware, and then they’ll tell you that it’s imperative to follow their instructions in order to fix your computer or your account.

Watch out for these common tech support scam tactics

If a tech support scam reaches you, there are many ways that your information and devices can be compromised. Here are common tech scam tactics:

• Fixing what isn’t broken. Scammers will convince you that a costly procedure needs to be performed to fix your hardware or talk you into buying expensive software that might not be necessary.
• Stealing personal and sensitive information. With so much of our personal, financial, and behavioral data stored on our devices, one of the most common ways that tech support scammers can breach your privacy is by gaining your trust, and access, by pretending to offer legitimate services.
• Installing spyware. If you allow tech support to access your computer via a remote desktop, they can secretly install malicious software that can track your online activity or compromise the security of your files.

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What to do if you’ve been scammed

If you’ve been scammed, it’s imperative to take action fast to secure your personal and financial data. Here are the steps you can take:

1. Disconnect from the scam. If you’re currently connected to a potential scammer via remote access software or are interacting with them through chat or phone, disconnect from them immediately. Block their email addresses and phone numbers on your device.
2. Scan your computer. Run a full system scan using reputable software, such as Microsoft Defender, that can detect and remove viruses and malware.
3. Change your passwords. Change all your passwords for email accounts that the scammer might have interacted with, especially online banking, social media, and any other accounts you may have accessed while the scammers had control of your computer. Use a powerful Password Generator, such as the one built into Microsoft Edge, to ensure that these new passwords are strong and unique.
4. Contact your bank and credit card companies. If you provided your financial information, contact your bank and credit card companies to report it. They can help you by reissuing credit cards or monitoring your accounts for any unauthorized transactions. Keep a close eye on your personal information and credit reports for any signs of identity theft or fraudulent activity.
5. Report the scam. Report the scam to the Federal Trade Commission (FTC) in the United States, as well as your internet service provider (ISP). Provide them with all the information you have about the scam, including any phone numbers, email addresses, or other contact details the scammers used. Your ISP can also provide guidance on securing your internet connection or changing your IP address, if necessary.
6. Update your operating system and software. Hackers often exploit vulnerabilities in outdated software. Learn how to update your operating system or browser to the latest versions, which are more secure with the latest security patches.
7. Seek the advice of a professional. If you are still unsure about the security of your computer or need assistance, request help from a professional computer technician or cybersecurity expert who you can trust.

Remember that tech support scammers can be persistent and convincing, so it’s crucial to stay vigilant and take preventive measures to avoid falling for such scams. Always verify the legitimacy of tech support calls or messages, and never give out personal or financial information to unsolicited callers or online contacts.

If you’re still unsure that a message you’ve received is legitimate, read the online privacy statements of the companies you’re dealing with. Here, companies and organizations will state what information they may require of you and how they will request it. For example, governmental organizations will usually never call you on the phone for your social security number.

Learn more privacy and safety tips to protect yourself online.