tech support scams

There are various ways that scammers can attempt to trick unsuspecting users into believing that they need to take action to resolve a matter that is not occurring. Being aware of the various scams that are in existence can help you prevent yourself from becoming a victim. The most common way tech support scams can occur is from a pop-up on your computer, links accessed from websites, social media, private messages, email, text messages, or unsolicited phone calls.

Pop-Up Scams

You can be on almost any website when suddenly your entire screen is taken over.  You may find yourself confronted with a blue screen and unexpected notice that there is a problem with your device. The fake error message displayed is what is considered a “tech support scam”. The false message is usually accompanied by blaring audio which attempts to convince users that there is an issue that requires them to contact “Microsoft” and to not restart your computer.

All these techniques are meant to persuade you to call the specified tech support number. In contrast, the real error messages in Windows never ask you to call a tech support number. If you do reach out to the phone number on your screen you will be reaching scammers (not Microsoft) who will instruct you to download software to your device so that they can remotely connect to you and control your device. This is VERY dangerous. Once they are connected to you, they may steal your personal information and passwords or make attempts to extort money from you. They may go so far as to lock you out of your own device until you pay their ransom.

WHAT TO DO:

Whatever you do, do NOT call the phone number on your screen. The scammer’s goal will be to gain access to your computer, your financial institution, or both. Instead, if you are on a Windows PC, you should first attempt to open your task manager to close your web browser. To do this hold down the CTRL (control)+ ALT keys found on the far-left side of your keyboard. While holding them down also press the ESC (escape) key. This will open Task Manager which will give you the ability to select your web browser (Chrome, Firefox, Edge, etc.) and then click on END TASK. Once this is done your browser will close and the false error will disappear. If this does not work, you may need to force restart your computer (hold down the power button until it shuts off). Once you re-open your web browser DO NOT CLICK RESTORE PAGES!

Phone Scams

In the classic cold-call scenario, users receive an unsolicited phone call from someone claiming to be from a company they are not. Frequently they will portray themselves to either be from Microsoft’s support team or Amazon. Sometimes users receive calls that are supposedly from the bank or credit card company. Typically, the callers will offer to help solve your computer “problems” or to alert you of fake fraudulent activity on your account.  To appear more trustworthy, scammers may use personal information obtained from public sources such as your name and address. Once they have you convinced, they may persuade you to allow them to connect to your device or to provide additional personal information.

If you receive an unsolicited call from someone claiming to be from Microsoft Support, hang up. Microsoft does not make these kinds of calls. Think about it this way, does the plumber call you to tell you your pipes are leaking? No, they don’t. They don’t know what is going on in your house and Microsoft won’t call you about what is going on in your computer either.

What to do:

If you are contacted on the phone regarding an unexpected charge to an account or card, do not give out any personal information. Should you ever receive an unsolicited phone call for computer support, you can simply disconnect from the call. When you continue a conversation with the scammers, they will make attempts to convince you that they are legitimate, when in fact they are not. Users who have already provided access to their devices to suspected scammers should consider having their computer cleaned up by a local professional they trust. If you are personally having a computer cleaned after being scammed, let the professionals who are helping you know that someone unauthorized had access to your device and ask them to remove any remote access software that may still be installed. Moving forward, you can avoid the situation by only dealing with professionals that you trust and avoid any unsolicited tech support phone calls. Victims may want to consider reporting the scam to local law enforcement. Be aware that while they can trace phone numbers often there is little that can be done since criminals often use disposable mobile phones and spoofed or stolen phone numbers.

TEXT/EMAIL Scams

Users should be wary of emails and text messages that are received, especially those that arrive unsolicited. If you receive a text message or email that includes a link outside of the email you should not use the link. Instead, if you suspect that the email or message is legitimate you should contact the sender directly by visiting their website or calling them on a phone number that is listed on your account statement. Often scam text messages or emails will send users to another website in an effort to steal personal information.  A common email scam involves fake antivirus renewals from well-known companies like Norton or McAfee. Users can tell that the emails are not legitimate by checking the sender’s full email address. The name may say “Norton” for example but would then list an email address that would not be associated with Norton such as a Yahoo or Gmail address.

What to do:

Users who receive an email or text message that is suspected to not be legitimate can delete the message or email. The message or email can also be reported as spam through the email or messaging menus. There is little that you can do to avoid these situations. Receiving junk or spam messages or emails is a lot like receiving junk mail in your home mailbox, even if you change it to something else you will ultimately find yourself receiving some form of spam or junk mail. The best thing you can do is know how to properly handle it when it does arrive.