Computer & “Tech Support” Scams

“Computer Support” Calls | Fake Error Messages | About Phone Numbers

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Computer keyboard with “SCAM” in white letters on red keys.

Identity theft information is contained on these pages:

Identity Theft: obtaining information by deceit
Vishing: scamming by phone
Phishing: scamming by email
Computer Support Scams

Beware of “Tech Support” Scams

“Licence for Your Computer”

I received a call from a woman with an Indian accent telling me, “You need to update the licence for your computer.”

“Why I would need to do that?” She replied, “The license when you bought your computer has expired. You need to renew it to continue to get updates.”

I hung up. I suggest you do the same.

Computer support scams are a specialized vishing scheme. There are two main types of computer support scams:

Calls made directly to your phone.
Pop-up error messages containing phone numbers.

Stop and Think Before Acting

STOP. THINK. CONNECT.™
Protect yourself and help keep the web a safer place for everyone.

STOP: Before you use the Internet, take time to understand the risks and learn how to spot potential problems.

THINK: Take a moment to be certain the path ahead is clear. Watch for warning signs and consider how your actions online could impact your safety, or your family's.

CONNECT: Enjoy the Internet with greater confidence, knowing you've taken the right steps to safeguard yourself and your computer.

— StaySafeOnline.org

“Computer Support” Calls to Your Phone

I'm calling from Microsoft…

An unsolicited phone call from a “technical support” person about a problem with your computer is a SCAM!

No matter who they say they are, they are scamming you!.

This is called a vishing attempt.

Vishing is the phone version of a phishing email.
Such calls are made directly to your phone number.
Caller ID is commonly faked.
The callers know nothing about you or your computer.

However, they will use social engineering and their bag of tricks to pursuade you they are legitimate. They are NOT!

Just Hang Up!

If you get such a call, don't panic. Just hang up!

A Scam Calling Centre

Watch this video to understand how these fake calling centres operate. Notice how they will say ANYTHING to trick you into believing they are legitimate:

Learn about the scummy techniques used by scammers on YouTube.

Jim Browning exposes scams, explains how these scams work.
Scammer Payback exposes scammers and helps people get their money back.
NanoBaiter tracks down scammers.
1,000's of files deleted from scammers computer! Saving people being scammed.
Scammers in US based office. It makes them look "way more legit."

Few of us have the skills to trick scammers as demonstrated in these videos. Just hang up!

What If It Was Legitimate?

You might wonder if the call is real and there is a problem with your computer.

Remember, they called you to report a problem you weren't experiencing.

Neither Microsoft nor anyone else can remotely detect viruses on your computer. That is what your security software is designed to do.

Scammers Use Fake Caller ID

Telephone caller ID can be faked. The number displayed on your phone's caller ID is no guarantee that the caller is who they say they are. Would you reveal your real phone number if you were scamming someone?

You don't know who you're dealing with unless you initiated the call AND have obtained the number from a legitimate source.

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Pop-up Error Messages

If you see an error message displayed on your computer containing a phone number, it is a scam!

Microsoft and other vendors NEVER provide phone numbers in error messages.

These messages are designed to get you to call for “help.”

NEVER call that number.

The Phone Number is Fake

The number in the error message doesn't belong to Microsoft or any legitimate company. Error messages should never contain a phone number.

If you call that number, you will be talking to a scammer somewhere overseas in countries where prosecution is difficult or impossible.

Fake Websites Offered as “Proof”

The caller may attempt to “prove” they are legitimate by getting you to visit their website. These callers are criminals regardless of what their “website” indicates.

I once told a scammer to call back in a half hour and I'd have a website proving that I was the King of Siam. They never bothered.

Tech Support Scams are Costly

The caller will attempt to convince you that your computer needs fixing then charge you for this unnecessary “support call.”

Telephone scams return around $470 per call. Thanks to robocalling (automated calling), number finding technology, and fake caller IDs, scammers fool more people than ever before.

Given how much money the scam makes, and how little call centers pay (e.g., Indian call centers pay around $2 an hour), your decision to "keep them on the line" really isn't helping anyone.
— MakeUseOf

The unspecified expenses may come later:

At first I hung up on this call, then he kept calling so finally I thought maybe this is legitimate. He proceeded to tell me my computer was at a security breach and he would clear it for me.

He also said he was from Microsoft and that it would not cost me any charges. After about 3 hours of calling back and forth I ended up $1,999.99 ripped off.
— as reported to BBB.org

What Actually Happens?

Most of these calls have two goals:

To bill you excessively for unnecessary services.
To gain access to your computer and steal your personal information.

They will make your computer less secure.

In addition to selling you bogus security software, the scammers will attempt to locate and download personal information that can later be used for profit.

When give the scammers access to your computer, they will download your personal information and data, including your passwords, banking info and other financial information. They use this data to steal money from you, potentially blackmail you, and even steal your identity.
— InfoPackets

Fake Windows Errors

One trick is to show you a bunch of errors in Windows. They'll ask you to

click on the Windows Key + R keyboard combination (the Run command);
type in “msconfig” (they'll spell it out) (which opens System Configuration);
then click on the Services tab.

This opens the following screen:

Screen capture showing a normal Services tab in MSConfig

The scammer will point out the stopped Microsoft services, calling these “errors” indicating that your computer is about to crash. It isn't.

These stopped services are normal, but most users are confused.

Not only has the scammer used keyboard strokes instead of clicking on icons, but the computer owner has probably never seen these screens.

They Want You to Panic

The use of this intimidating technique is intentional. The caller wants you to panic so that you follow their advice without thinking about it.

Now they'll get you to

enter the same Windows Key + R keyboard combination;
type in www.google.com (which opens Google);
and have you search for an older (insecure) version of remote access software like TeamViewer.

This is different that the way most users would approach a search by using their mouse to open their primary browser then enter a generalized search term that would bring up a current version of TeamViewer.

This is intentional and designed to confuse you.

NOW They Have Access to Your Computer

Once installed, the insecure (vulnerable) remote access program will provide the caller with unlimited access to your computer.

This older program lacks any of the newest security measures which makes your computer more vulnerable to future attacks.

They Don't Know You

Remember, the caller has no advance information about you or your computer.

All they have is their bag of tricks to try to scam you as well as access to your social media (watch what you post!).

If you're contacted via an unexpected phone call, email or see a popup warning on your computer (especially one with a phone number) it is an attempt at identity theft.

Never provide remote access to your computer (via TeamViewer or any other product).
Never follow instructions to navigate to folders or type any instructions especially via your keyboard.
Never provide nor confirm any personal or computer information.
Never provide passwords, serial numbers, credit card numbers, etc.
Never visit websites or install software suggested by an unknown caller.

Your best option is to just hang up.

Providing Remote Access is Dangerous

My policy is to disable remote access for my clients and not provide remote service.

I don't want my clients trusting remote access simply because I serviced their computer remotely in the past.

Remote access software using TeamViewer (or other software) can allow the remote user to do ANYTHING on your computer, including installing nefarious software or stealing your personal information.

If you follow their advice, you'll waste your money on software that won't help protect your computer.

Worse, it will make your computer more vulnerable and you'll become a victim of identity theft for which you'll foot the bill.

Don't be a victim! Just hang up.

Have You Allowed Access to Your Computer?

If you have already fallen for such a scam, immediately shut down the computer and call a local service technician you can trust.

Scammers cannot access your computer or its data if it is shut down.

Don't let embarrassment keep you from reporting the criminal activity or seeking technical advice from your computer tech.

The Recovery

Because you can never be certain that your computer is safe, you'll need to have the hard drive wiped then a clean install performed.

A service centre can perform these tasks safely (or you can hire me):

The computer's drive can be removed and data can be recovered without turning on the computer.
The drive can then be wiped, followed by a new installation of Windows, macOS, Linux, etc.
Current security software can be then installed and updated to protect your computer and data.
Data can then be restored.
Programs can then be installed for which you can provide a licence.

Depending upon the service and their history with you, they may be able to do a more personalized install. Unfortunately, once scammers have had access there is no way to clean up your computer by simply removing “suspicious” files then know that it is safe.

I suggest you be very selective in what software you choose to restore to your newly cleaned computer or device.

Cleanup is Costly

Microsoft estimated the cost of cleaning up after a successful scam at $875.00 (and that was in 2011), more if identity theft was perpetrated:

If you become a victim, it will probably take you hundreds of hours and an average of $1,000 to recover from ID theft. Even worse, some innocent victims have ended up in prison because identity thieves have committed crimes in their names.
— Scambusters

Yes, this is going to cost you but at least you'll be able to minimize future potential damage caused by continued access by malicious parties.

It cannot prevent the use of material already stolen during the time the scammer had remote access to your computer.

If You've Become a Victim

If you've fallen for one of these scams, don't be embarrassed. If you were the only victim, the crooks would be out of business.

Report the Crime

However, you do need to take some immediate measures to limit the damage, starting with reporting the crime.

Have Your Computer Checked

If your computer was accessed, take your computer to a trusted computer professional to assess the damage. Service personnel can look for the signs of problems but no one can guarantee the computer is clean under these circumstances.

In some cases the computer many need to have a clean install (data backed up, operating system and software reinstalled, data restored) to ensure the computer is not infected.

Change Your Passwords

Your passwords may be compromised. Notify the companies involved and immediately change ALL your passwords.

Notify Financial Institutions and Police

If you provided a credit card or banking details, you'll need to immediately notify those financial institutions.

Notify the police to report the potential identity theft and contact the Canadian Anti-Fraud Centre at 1-888-495-8501 to report that you've probably become the victim of identity theft.

Microsoft issued a warning on tech support scams:

Be wary of any unsolicited phone call or pop-up message on your device.

Microsoft will never proactively reach out to you to provide unsolicited PC or technical support. Any communication we have with you must be initiated by you.

Do not call the number in a pop-up window on your device. Microsoft's error and warning messages NEVER include a phone number.

Never give control of your computer to a third party unless you can confirm that it is a legitimate representative of a computer support team with whom you are already a customer.

If skeptical, take the person's information down and immediately report it to your local authorities.

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About Phone Numbers

If a recovery phone number is displayed in an error message,

NEVER call that number.

Such error messages are scams.

Legitimate Messages

Neither Microsoft nor any other company includes a phone number in their error messages.

Instead, they often contain error codes that are useful to tech support:

A sample error message

While you can search for the error code online, it is better to have someone knowledgable provide feedback.

Call Your Tech Support Person

Instead call your local tech support person or hire me.

Beware of suspicious warnings or popups on websites and on your computer:

You suddenly hear an audio warning that your computer has been infected. There doesn't seem to be any solution other than to follow the instructions.
A website reports that your Windows licence key has been corrupted.
A red box popup up stating that there is a Firefox critical error telling you to call a number.
A screen stating that Windows has detected suspicious activities on your computer, listing an error code and a support number.

These are all attempts at getting you to call the phone number and submit yourself to some sort of scam.

They are generally malware designed to trap you into unnecessary yet expensive service contracts.

Having Difficulty?

If you're having difficulty closing a popup, see popup warnings that won't go away for solutions.

Remote Infection Detection Unlikely

There is no current technology for websites to determine if your computer is infected with malware or viruses.

“Honey-pots”

Microsoft and other agencies may run “honey-pot” programs that collect information about spam emails.

Even if your email is involved, they are unlikely to call you.

However, they may disable your account at the server level if your computer has become part of a botnet infecting other computers.

Related Resources

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RussHarvey.bc.ca/resources/computerscams.html
Updated: May 18, 2024