Tech Support Scams: What to Know and How to Respond

You're browsing the internet when suddenly a warning pops up: "VIRUS DETECTED! Your computer is infected! Call this number immediately!" Or perhaps you receive an unexpected phone call from someone claiming to be from Microsoft, saying they've detected problems with your computer. These are tech support scams, and they're designed to frighten you into paying for unnecessary services or, worse, giving scammers access to your computer and personal information.

Tech support scams have cost victims hundreds of millions of dollars. Understanding how these scams work and what legitimate tech companies actually do can protect you from falling victim.

How Tech Support Scams Work

The Phone Call Scam

The most common version starts with an unsolicited phone call. The caller claims to be from Microsoft, Apple, your internet service provider, or a well-known security company. They tell you:

• "We've detected viruses on your computer"
• "Your Windows license has expired"
• "Your computer is sending us error reports"
• "Hackers are using your computer in illegal activities"
• "Your IP address has been compromised"

They sound professional and authoritative. They may use technical jargon to seem legitimate. They create urgency, claiming you need to act immediately to prevent serious consequences.

The Pop-Up Scam

You're browsing websites when suddenly your browser fills with alarming pop-ups or your computer seems to lock up. The screen displays warnings:

• "WARNING: Your computer has been infected with a virus"
• "Your personal information is at risk"
• "Call this number immediately: 1-800-XXX-XXXX"
• "Do not close this window or restart your computer"

These pop-ups may include Microsoft or Apple logos to seem official. Some even play audio warnings or make your computer beep. The goal is to panic you into calling the displayed number.

What Happens When You Engage

If you call the number or allow the caller to continue, the scam follows a predictable pattern:

1. They request remote access: They ask you to install software like TeamViewer or AnyDesk so they can "diagnose" your computer
2. They "demonstrate" problems: Once connected, they show you normal system logs or processes, claiming these are viruses or errors
3. They create problems: Some actually install malware or change settings to make your computer malfunction
4. They demand payment: They offer to "fix" these problems for fees ranging from $200 to $500 or more
5. They may steal information: While accessing your computer, they can steal passwords, financial data, or install spyware

Common Tech Support Scam Tactics

Event Viewer Trick

Scammers often guide victims to open Windows Event Viewer, a built-in tool that logs system events. Every Windows computer has warnings and errors in Event Viewer - this is completely normal. But scammers present these as evidence of serious problems requiring immediate repair.

The Refund Scam

A variation targets people who previously fell for tech support scams. The scammer calls claiming to offer a refund because the company is "shutting down" or was "fraudulent." To process the refund, they need remote access again. This is a second scam - there's no refund, just another attempt to steal money or information.

The Overpayment Scam

During the "refund process," scammers access your bank account and manipulate what you see on screen. They make it appear they've accidentally transferred too much money - say $5,000 instead of $500. They then panic and beg you to wire back the difference. In reality, they haven't transferred anything; they've just edited HTML on your screen. When you send money, it goes directly to them.

Subscription Renewal Scams

You receive an email or call about renewing antivirus software or a tech service you supposedly purchased. The email claims your credit card will be charged hundreds of dollars unless you call to cancel. When you call, they try to gain remote access to "process the cancellation."

What Legitimate Tech Companies Actually Do

Understanding normal tech support practices helps you identify scams:

Microsoft

• Never initiates unsolicited phone calls, emails, or text messages
• Doesn't request payment via gift cards, wire transfers, or cryptocurrency
• Doesn't ask for remote access unless you've contacted them first through official channels
• Provides support through official websites or apps, not random phone numbers

Apple

• Only contacts customers who have scheduled appointments or requested callbacks
• Never asks for passwords or requests remote access out of the blue
• Provides support through Apple.com, the Apple Support app, or by appointment at Apple Stores
• Doesn't display pop-up warnings with phone numbers

Your Internet Service Provider

• May call about account issues, billing, or service outages
• Won't claim to detect viruses on your computer
• Won't ask for remote access to your computer
• Can verify account information they already have; won't ask for passwords

Antivirus Companies

• Send renewal notices via email or in-app notifications
• Don't make unsolicited phone calls about infections
• Process renewals through their websites or apps
• Don't request gift cards or wire transfers for payment

Warning Signs You're Being Scammed

• Unsolicited contact: They contacted you; you didn't contact them
• Urgency and fear: Claiming immediate danger to pressure quick decisions
• Remote access requests: Asking to control your computer
• Payment demands: Especially via gift cards, wire transfers, or cryptocurrency
• Unprovable claims: Stating they detected problems they can't specifically describe
• Pressure not to hang up: Insisting you stay on the line
• Requests for personal information: Asking for passwords, Social Security numbers, or credit card details
• Caller ID spoofing: Number appears to be from Microsoft or a legitimate company

How to Protect Yourself

If You Get a Call

1. Hang up immediately: Don't engage in conversation
2. Don't call back: Even to tell them off or verify - engagement is what they want
3. Don't provide information: No matter how convincing they sound
4. Block the number: Prevent repeat calls from that number

If You See Pop-Ups

1. Don't call the number: No matter how alarming the warning looks
2. Close your browser: Use Task Manager (Ctrl+Shift+Esc on Windows) or Force Quit (Command+Option+Esc on Mac) to close the browser if it won't close normally
3. Clear browser cache: Prevent the pop-up from returning
4. Run legitimate security software: Scan with reputable antivirus software you've already installed
5. Don't download anything from the pop-up: Close it without clicking any links or buttons

General Protection

• Install reputable security software: Choose well-known programs and keep them updated
• Keep software updated: Regular updates patch security vulnerabilities
• Use pop-up blockers: Most browsers have built-in blockers
• Be cautious with downloads: Only download from trusted sources
• Educate family members: Especially older adults who may be targeted more frequently

What to Do If You've Been Scammed

If you've already engaged with a tech support scam, act quickly to minimize damage:

Immediate Steps

1. Disconnect from the internet: Unplug your ethernet cable or turn off WiFi to prevent ongoing access
2. Uninstall remote access software: Remove any programs like TeamViewer, AnyDesk, or others the scammer had you install
3. Run full security scans: Use legitimate antivirus software to detect and remove malware
4. Change all passwords: Start with email, banking, and important accounts - use a different, clean device if possible
5. Enable two-factor authentication: Add extra security to all important accounts

If You Paid Money

1. Contact your bank or credit card company: Report the fraud immediately; they may be able to reverse charges or block future ones
2. If you paid with gift cards: Contact the company that issued the cards and report the scam; they sometimes can freeze unused balances
3. If you wired money: Contact the wire transfer company (Western Union, MoneyGram) immediately to request a reversal
4. Document everything: Keep records of all transactions and communications

If They Had Access to Your Computer

1. Consider it compromised: Assume they installed malware or stole information
2. Back up important files: Save documents and photos to external storage
3. Consider professional help: A legitimate tech professional can thoroughly clean your system
4. For severe cases, reinstall your operating system: This completely removes any malware but erases everything
5. Monitor financial accounts: Watch for unauthorized transactions or accounts opened in your name
6. Consider a credit freeze: Prevents new accounts from being opened using your information

Report the Scam

• FTC: ReportFraud.ftc.gov
• FBI Internet Crime Complaint Center: IC3.gov
• Microsoft (if they were impersonated): microsoft.com/reportascam
• Your local police: File a report for documentation

Helping Others Avoid Tech Support Scams

Tech support scams particularly target older adults and those less comfortable with technology. Help protect your loved ones:

Education

• Explain that Microsoft/Apple never makes unsolicited calls
• Show them what real security warnings look like versus fake ones
• Teach them it's okay to hang up on anyone who makes them uncomfortable
• Encourage them to call you before engaging with unexpected tech support

Prevention

• Set up legitimate security software for them
• Show them how to close browsers using Task Manager or Force Quit
• Put your contact information prominently where they can call you first
• Establish that you or a trusted friend/relative is their tech support person

Real Tech Support When You Need It

When you actually need technical help:

• Go to official websites: Type the company's web address directly into your browser
• Use official apps: Apple Support app, Microsoft Support, etc.
• Call numbers from official sources: Numbers on product packaging, official websites, or your account statements
• Visit physical stores: Apple Stores, Microsoft Stores, authorized service providers
• Check credentials: Verify any third-party tech support through reviews and business bureaus

Final Thoughts

Tech support scams thrive on fear and urgency. Scammers create panic to bypass your rational thinking. Remember: Real tech companies don't operate this way. They don't make unsolicited calls. They don't demand immediate payment via gift cards. They don't create alarming pop-ups with phone numbers.

If you're ever uncertain, the safest response is to disengage completely and then reach out to the company through official channels you verify independently. Taking a few minutes to verify can save you from significant financial loss and the hassle of recovering from a compromised computer.

Trust your instincts. If something feels wrong or too urgent, it probably is. Legitimate tech support can wait for you to verify who you're talking to.