Recognising Tech Support Scams: Plain-English Guide

A tech support scam is when a criminal pretends to be from a well-known computer, software or security company, convinces you that your device has a problem, and then charges you to "fix" it or takes control of your computer and your bank account. These scams usually start with an alarming pop-up, an unexpected phone call or a fake renewal notice. They hit older people hardest, but anyone can be caught. This guide explains how the scams start, the signs to watch for, how to get rid of a scary pop-up safely, and what to do if a scammer has already been on your computer or taken money. It is written for individuals, families and very small businesses, and assumes no technical knowledge.

Key takeaways

Real warnings never ask you to phone. Microsoft states that its error and warning messages never include phone numbers. A pop-up with a number to call is a scam.
Big tech firms do not cold call. If you did not ask for help, Microsoft, Apple, your broadband provider or your antivirus company will not ring you about a virus.
Never let a stranger into your computer. Remote access lets someone control your screen, see your files and open your online banking.
Gift cards, crypto and transfers are red flags. No genuine support company or government office asks to be paid this way.
Act fast if it happened. Disconnect, call your bank, remove anything the scammer installed, change passwords and report it.

How tech support scams work

The US Federal Trade Commission (FTC) describes four common ways these scams begin:

Fake pop-up warnings: a web page suddenly fills your screen, often with flashing text, a loud voice or alarm, and a message such as "Your computer is infected, call Microsoft Support now". It is designed to look like it comes from a well-known company.
Cold calls or texts: someone says they are a technician who has "detected a problem" with your computer or internet connection.
Fake search results and adverts: when you search online for help with a printer, email or bank, scam adverts and websites can appear near the top of the results.
Fake renewal notices: an email says a subscription for a well-known security or repair service, such as Norton, McAfee or Geek Squad, is about to renew for a large sum, with a number to call if you want to cancel.

Once you are on the phone, the scammer usually asks you to install a program that lets them control your computer remotely. They then run a fake "scan", point at normal system messages as proof of a virus, and charge you for a repair, a support plan or security software you do not need.

The refund trick and the "government" twist

A growing version starts with an offer of a refund for a service you supposedly no longer need. The scammer asks for your bank or card details, or for you to log into online banking "to receive the refund", then claims you were sent far too much. You are then pressured to send the "extra" back. The FTC also warns that some scammers hand you over to a fake government official or bank investigator who says your money is at risk and must be moved, withdrawn as cash or converted to gold. As the FTC puts it, someone who works for the government will never demand payment.

The losses are serious. The FBI's Internet Crime Complaint Center recorded 36,002 tech support complaints in 2024, with reported losses of almost $1.465 billion. About $982 million of that was lost by people aged 60 and over.

Signs it is a scam

What you see or hear	Why it is a scam
A pop-up with a phone number to call	Microsoft says its real error and warning messages never include phone numbers. The FTC says real security warnings do not ask you to call.
An unexpected call about a virus or "hacked" router	Legitimate tech companies do not contact you out of the blue about problems with your computer.
A request to install software so they can "take a look"	This gives a stranger control of your device. Only allow this with a company you contacted yourself, using details you already trust.
Payment by gift card, cryptocurrency, money transfer or payment app	These are hard to reverse. Microsoft never asks for payment in cryptocurrency or gift cards.
A refund that turns into an overpayment	A classic trick. A real company would never ask you to send money back while it controls your screen.
A request to log into online banking while they watch	No support technician needs to see your bank account to fix a computer.
Being told to keep it secret, even from your bank	Scammers isolate victims. A genuine company is happy for you to check with family or your bank.
Being passed to a "police officer", "bank investigator" or "government agent"	A second, more official-sounding scammer. Real officials will never ask you to move money to keep it safe.

If a scary pop-up appears

A scam pop-up is a web page, not a real virus warning. In most cases your computer is fine. Stay calm and follow these steps.

Do not call the number: and do not click anything inside the pop-up, including buttons that say "Cancel" or "Close".
Close the browser: try closing the tab or browser window in the normal way. If it will not close, on Windows press Ctrl, Alt and Delete together and choose Task Manager to end the browser. On a Mac, use Force Quit from the Apple menu. Microsoft notes that some scam pages try to stop you using Task Manager.
Restart the device if needed: if nothing else works, hold down the power button to switch off, then switch on again.
Do not let the browser reopen old tabs: if it offers to restore the previous session, say no, or the pop-up may come back.
Run a security scan: on Windows, open Windows Security and run a scan. Make sure your system and browser are up to date.
Report the page: Microsoft accepts reports at microsoft.com/reportascam, and suspicious websites can be reported to the NCSC in the UK.

Microsoft also notes that its Edge browser uses Microsoft Defender SmartScreen to block known support scam sites. Whatever browser you use, keep it updated.

Getting genuine help safely

Start the contact yourself: if you think there is a real problem, find the company's support details on its official website or the paperwork that came with your device.
Be careful with search results: scam adverts can appear above real results. Type the company's web address yourself or use a bookmark.
Check subscriptions directly: if a renewal notice looks real, the FTC advises contacting the company using a number you already know, not the one in the message. Check your bank or card statements for charges you do not recognise.
Use a shop or person you trust: a local repair shop you already know, the store where you bought the device, or a knowledgeable friend or relative.
Download only from official places: Microsoft advises getting software only from the Microsoft Store or official partner sites, as third-party download sites may bundle malware.
Talk to someone before you pay: the FTC suggests talking to someone you trust if you are unsure. A five-minute call to a family member stops many scams.

What to do if you let them in or paid

If the scammer had access to your computer

Disconnect: end the call and disconnect the computer from the internet (turn off Wi-Fi or unplug the cable) so the scammer cannot reconnect.
Call your bank: from a different phone if you can, using the number on your card. In the UK you can dial 159 to reach most banks. Tell them a scammer may have seen your online banking.
Remove what they installed: Microsoft advises uninstalling any apps the scammer asked you to install, running a full scan with Windows Security, installing all security updates, and considering a reset of the device, especially if fake error messages keep appearing.
Change your passwords: using a different, clean device. Start with email and banking. Turn on two-step verification. See the Two-Factor Authentication for Everyone Guide.
Get help if needed: the FTC suggests contacting the manufacturer, a trusted company or a knowledgeable friend to remove malware.

If you paid

How you paid	What to do (FTC advice)
Credit or debit card	Call the number on the back of the card, report the charge as fraud and ask for a refund.
Bank transfer	Contact your bank straight away and ask for the payment to be reversed.
Gift card	Call the card company using the number on the card, say a scammer has the card number and PIN, and ask for a refund. Keep the card and receipt.
Money transfer service	Contact the company immediately, explain it was fraud and ask for a refund.
Payment app	Report it in the app straight away and ask for a reversal.
Cryptocurrency	Contact the exchange or crypto ATM operator immediately and report the transaction as fraud. Recovery is often hard.

Watch out for a second scam: people who have lost money are often contacted by "recovery" services promising to get it back for a fee. These are usually the same criminals.

Where to get help

United Kingdom

Report a crime or lost money: Report Fraud at reportfraud.police.uk or 0300 123 2040 (England, Wales and Northern Ireland). In Scotland, call Police Scotland on 101.
Calls claiming to be your bank: hang up and dial 159 to reach your bank directly.
Scam websites and emails: report them to the NCSC; forward emails to [email protected].
Advice: Citizens Advice can help you check whether something is a scam and what to do next.

United States

Report the scam: to the Federal Trade Commission at ReportFraud.ftc.gov.
If personal details were taken: IdentityTheft.gov gives a step-by-step recovery plan.
If you lost money online: report to the FBI's Internet Crime Complaint Center (IC3).

Report to the company that was impersonated

Microsoft: microsoft.com/reportascam.

Common failure patterns

Believing the pop-up because it is loud and full-screen: scammers make pages look and sound frightening on purpose. Size and noise are not proof.
Calling a number from a search advert: people looking for real help land on scam numbers. Go to the company's own website instead.
Logging into banking during a "refund": this is the moment most money is lost. Never do it with a stranger on the line or on your screen.
Only removing the program but not changing passwords: scammers may have copied saved passwords. Change them from a clean device.
Keeping it secret: embarrassment delays the call to the bank, and delay makes recovery harder.
Paying a "recovery" company: a follow-up scam that targets people who have already lost money.

For organisations, see the Callback Phishing (TOAD) Guide.

Practitioner checklist

Steps to take now, and to share with family members, especially older relatives.

Remember one rule: real warnings never show a phone number, and big tech firms never cold call.
Learn how to close a stuck browser: Ctrl, Alt and Delete then Task Manager on Windows, or Force Quit on a Mac.
Turn on automatic updates for your computer, phone and browser.
Bookmark the real support pages for your computer, broadband provider and security software.
Save your bank's number in your phone contacts, and remember 159 in the UK.
Agree that nobody in the family lets a caller into their computer or pays by gift card without checking with someone else first.
Turn on two-step verification for email and banking.
If it happens: disconnect, call the bank, remove the software, change passwords, report it the same day.

Recognising Tech Support Scams Guide: Plain-English Steps to Stay Safe