Tech support scams: fake pop-ups and calls explained

You’re reading the news online and suddenly the screen fills with a red warning. An alarm sounds. A voice says your computer is infected, your bank information is at risk, and you need to call "Microsoft Support" right now at the number shown.

It’s frightening, and it’s designed to be. It’s also fake. Your computer is almost certainly fine.

How tech support scams work

There are two main versions.

The pop-up. A web page takes over your screen, often going full-screen so you can’t see how to close it. It may beep, flash, or talk. It shows a phone number to call. The page can’t actually see anything on your computer. It’s just a scary-looking website.

The phone call. Someone calls claiming to be from Microsoft, Apple, Amazon, your internet company, or "Windows." They say your computer has been sending error messages or has been hacked.

Either way, the goal is the same: get you on the phone, convince you to let them connect to your computer remotely, and then charge you for a fake repair, steal banking information, or both. Some will "find" a problem, then tell you that you’ve been overpaid a refund and need to send money back.

The facts that give it away

• Microsoft and Apple don’t put phone numbers in warning pop-ups. They also don’t call people out of the blue about viruses.
• Your internet company won’t call to say your computer is infected.
• No real support company asks for payment in gift cards, wire transfers, cryptocurrency or Zelle.
• Real security warnings don’t scream at you. Built-in protection like Windows Security works quietly.

How to close a fake pop-up safely

Don’t call the number, and don’t click anything inside the warning, even a button that says "Close" or "Cancel."

On a Windows computer:

1. Press the Esc key to leave full screen, then try closing the browser with the X in the top corner.
2. If it won’t close, press Ctrl + Shift + Esc to open Task Manager. Click your browser (Chrome, Edge or Firefox) and click End task.
3. When you open the browser again, if it offers to "restore pages," say no.

On a Mac:

1. Press Command + Q to quit the browser.
2. If that doesn’t work, press Command + Option + Esc, choose the browser, and click Force Quit.

On an iPad or phone: swipe up from the bottom of the screen and pause to see open apps, then swipe the browser away. When you reopen it, close the scam tab.

If nothing works, hold the power button until the computer turns off. Wait a minute and turn it back on.

If someone calls claiming to be tech support

Hang up. You don’t need to be polite or explain. If you’re worried about your computer, contact the company yourself using a number from their official website, or ask someone you trust.

If you already let them onto your computer

This happens to careful people all the time. What matters now is acting quickly.

1. Disconnect from the internet. Turn off Wi-Fi, or unplug the network cable. This cuts off their access.
2. Call your bank and credit card companies using the numbers on your cards. Tell them a scammer may have seen your accounts. Ask about freezing cards and watching for unusual activity.
3. Remove the remote-access program. Scammers often install tools such as AnyDesk, TeamViewer, UltraViewer or LogMeIn. On Windows, look in Settings > Apps. On a Mac, check the Applications folder. If you’re unsure what to remove, don’t guess. Get help.
4. Run a full security scan. On Windows, open Windows Security and run a full scan.
5. Change your passwords, starting with email and banking, from a different device if you can, like your phone.
6. Turn on two-step verification for your email and bank.
7. If you paid by card, call the card company and dispute the charge. If you paid by gift card, see gift card scams and what to do.
8. Report it at ReportFraud.ftc.gov.

Our guide on what to do after clicking a scam link has a fuller checklist for the first hour.

Preventing it next time

• Keep the computer updated. Turn on automatic updates for Windows or macOS and your browser.
• Use a standard browser like Chrome, Edge or Safari, and don’t install toolbars or "speed up your PC" programs.
• Be careful with search results. When you search for "Microsoft support" or "HP printer help," the first results can be paid ads from scammers. Type the company’s address yourself, like support.microsoft.com.
• Write down one trusted number to call when something looks wrong, whether that’s a family member or a local helper.

When to get help

If a scammer was on your computer, it’s worth having someone check it properly, remove anything they left behind and secure your accounts. We help older adults across DC, Maryland and Northern Virginia, at home or remotely once the computer is safe to connect. We’ll never call you out of the blue. Book a free 15-minute call and we’ll take it from there.