A technical support scam is a fraud in which a criminal pretends to provide computer, software, device, security, banking or customer support. The scammer tries to make the victim believe there is an urgent technical problem, then asks for payment, remote access, personal details or financial information.
The scam may start with a phone call, fake search result, fake advert, pop-up warning, text message, email or compromised website.
Method
Technical support scams often involve someone claiming to work for a well-known technology company. The caller or page says the victim's computer is infected, faulty, hacked or unsafe, then offers to fix a problem that does not exist.
Common tactics include:
- fake pop-up warnings with a phone number;
- claims that the computer is infected;
- claims that the bank account is at risk;
- requests to install remote access software;
- requests for card details, vouchers, bank transfers or cryptocurrency;
- fake refunds for earlier support payments;
- use of legitimate remote administration tools for criminal access.
Microsoft states that its error and warning messages never include phone numbers, and that it does not make unsolicited calls to provide technical support.
Remote Access
Remote access is one of the highest-risk parts of the scam. Once connected, the scammer may view files, steal passwords, install malware, access online banking, change security settings, or make the victim believe harmless system logs are proof of infection.
If remote access has been granted, the device should be disconnected from the internet and checked before further use. Passwords should be changed from a separate trusted device.
Payment Methods
Fraudsters often ask for payment by bank transfer, card, gift card, voucher or cryptocurrency. Gift cards and cryptoassets are common because they are difficult to recover once sent.
Some scams use fake invoices or subscription renewals. Others pretend to refund money, then trick the victim into sending money back.
Practical Examples
Fake Virus Pop-up
A browser window says the computer is locked and gives a support number. The number connects to a criminal call centre, not the operating system provider.
Refund Scam
A caller claims the victim is due a refund for old support software. During the process, the caller persuades the victim to open online banking and send money.
Business Helpdesk Impersonation
An employee receives a call from someone pretending to be internal IT. They are told to install a tool to fix a fake issue, giving the attacker access to the business network.
Reporting
In England, Wales and Northern Ireland, victims can report fraud and cyber crime to Report Fraud. If bank details or payments have been shared, the bank should be contacted immediately. In Scotland, reports should be made to Police Scotland.
See Also
References
Discussion log
Use comments for sourcing notes, corrections, and disputed details.
No comments yet.