What Is a Tech Support Scam?

Tech support scams are when someone contacts you — by phone, pop-up ad, or email — claiming that your computer has a virus, has been hacked, or has a serious problem that needs to be fixed immediately. They then charge you hundreds of dollars for "fixing" a problem that never existed, or install actual malware on your computer while pretending to help.

These scams particularly target people who aren't confident with technology. The scammers use technical-sounding language to create confusion and fear.

Stage 1: The Hook

The scam starts in one of three ways:

Microsoft, Apple, and other tech companies will never call you about problems with your computer. They don't monitor your personal device. If you see a pop-up with a phone number, it's always a scam.

  1. A phone call: "This is Microsoft/Apple. Our system has detected that your computer is sending out error signals and is at risk."
  2. A pop-up on your screen: A scary-looking alert appears saying "YOUR COMPUTER IS INFECTED! Call this number immediately: 1-800-XXX-XXXX." The pop-up may prevent you from closing your browser.
  3. A search result: You search for tech help and call a number that turns out to be a scam operation instead of a real company.

Stage 2: The Fake Diagnosis

The scammer asks you to open certain programs on your computer and shows you things that look alarming but are completely normal. Common tricks include:

Every Windows computer shows warnings in Event Viewer — that's normal. It doesn't mean your computer has a virus. Scammers count on you not knowing this.

  1. Opening Event Viewer (a Windows tool) and pointing to the normal warnings and errors that every computer generates. They claim these are signs of a virus.
  2. Running a "netstat" command to show network connections, then claiming the connections are hackers accessing your computer.
  3. Showing you system files with names that look scary but are perfectly normal parts of your operating system.
  4. Having you run a "tree" command that fills your screen with text, claiming it's showing the virus spreading.

Stage 3: Remote Access

Once you're scared, the scammer asks you to install a remote access tool like AnyDesk, TeamViewer, or UltraViewer. This gives them full control of your computer — they can see your screen, move your mouse, and access your files.

With remote access, the scammer can install actual malware, access your banking websites if you're logged in, steal saved passwords, or lock your files and demand a ransom.

Never install remote access software at someone else's request unless you're working with a tech support person you contacted through an official channel. Giving remote access is like handing someone the keys to your home.

Stage 4: The Payment

After pretending to "fix" your computer (or sometimes deliberately breaking something and then fixing it), the scammer demands payment — typically $200 to $500, but sometimes much more.

They may ask for payment by credit card, gift card, or bank transfer. Some scammers go further, asking for access to your online banking to "process a refund" but then manipulating the screen to make it look like they accidentally sent you too much money, and asking you to return the difference.

Real-world example

Real case: The "refund" overpayment trick

A common variant: the scammer says they need to give you a refund. While they have remote access, they ask you to log into your bank. They then manipulate the HTML on the screen to make it look like $5,000 was deposited instead of $500. They panic, say it was a mistake, and beg you to send back $4,500 via wire transfer. No money was ever deposited — it was just the screen being manipulated.

What to Do If This Happens to You

If you're currently on the phone with a suspected tech support scammer:

  1. Hang up immediately.
  2. If you gave them remote access, disconnect from the internet (unplug the ethernet cable or turn off Wi-Fi).
  3. Restart your computer.
  4. Uninstall any remote access software they asked you to install.
  5. Change your passwords — especially for email and banking — from a different device.
  6. Run a real antivirus scan (Windows Defender, which comes free with Windows, is perfectly good).
  7. Contact your bank if you shared any financial information.
  8. Report the scam to your national fraud reporting centre.