A caller asks to connect to your computer. Say no.

The problem

A window pops up on your screen, or a caller phones, saying your computer has a virus. They offer to fix it, and to do so they ask you to install a program or open a link so they can see and control your screen. This is remote access, and in the wrong hands it lets someone look at your files, your banking and your passwords.

Once connected, they pretend to scan for viruses, show you alarming screens and ask for payment to remove the problem. The FTC says they usually want payment by gift card, wire or bank transfer, cryptocurrency or a payment app, which are hard to reverse.

How it can happen

The FTC explains that scammers create fake pop-up warnings, or call or text posing as technicians from well-known companies. They may buy search ads or manipulate search results, so that a search for a company's support line leads to their number. They then ask for remote access, claim to find malware and offer to remove it for a fee.

There are variations. In one, you are transferred to a "government official" who says your identity is tied to crimes and tells you to move, withdraw or hand over your money to protect it. In another, a message about an expensive subscription renewal pushes you to call, ends with remote access, and then claims you were overpaid and must send money back. The FBI's January 2024 notice describes how tech support and government impersonators told people their accounts were hacked, and urged them to turn assets into cash or metals.

How to avoid it

1. Close the pop-up without calling. The FTC says real security warnings and messages never ask you to call a phone number.
2. Do not install anything at a stranger's request. The FBI advises not downloading software at an unknown person's request and not letting unknown people access your computer.
3. Hang up on unexpected calls. The FTC says legitimate tech companies do not contact you by phone, email or text about computer problems.
4. Find help yourself. If you need support, use the company's website that you type in, or the number on your receipt or product box.
5. Ask someone to look at it with you. A relative or a local repair shop you already know can check a worrying screen.

Our article on the Microsoft or Apple pop-up with a phone number shows what the first screen often looks like.

If you let them in

The FTC lists steps you can take quickly:

• Update your security software, or install it if you have none, and run a scan. Delete anything flagged.
• Change your passwords and turn on two-factor authentication. Change them anywhere else you used the same one.
• Check bank and credit card statements for unauthorised charges, and ask the institution to reverse them.
• If you paid, contact the company you paid through right away. The FTC's page lists steps for cards, wires, gift cards and cryptocurrency.
• If you gave your Social Security number, report at IdentityTheft.gov.
• Report the scam at ReportFraud.ftc.gov.

Get help from the device maker or a trusted family member if needed. The wider checklist is in what to do after you shared a code or gave someone access.

Things to watch

• A pop-up that locks the screen and gives a number.
• A caller who says they are from Microsoft, Apple or your internet company.
• A request to type an address, install an app or read a code while on the phone.
• A "refund" that turns into a request to send money back.
• Anyone who tells you not to tell your bank.