Tech Support Scams Are Rampant

Why are these scams so prevalent? “[It] could be the simple — and unfortunate — reason that they work,” says Michal Salat, the threat intelligence director at cybersecurity software company Avast. He adds that tech support scammers often will attack hundreds of thousands of people around the world in the span of three months. “If just a few of those people fall for the scam, this can mean a high return on investment for the scammers.”    

How tech support scams work

Since tech support scams began emerging about 15 years ago, the criminals’ techniques have evolved. 

Pop-ups appear. Today’s scammers, for example, might gain access to your computer (perhaps through malware) and make it difficult for computer users to simply close a window to get rid of a fake virus warning pop-up by switching the browser to full-screen mode and hiding the exit button.

“This way, people are easily convinced they really have a problem with their computer and therefore don’t see any other option than calling the hotline that is promoted on the pop-up window,” Salat explains.

They offer help. Then they contact you offering help — for a hefty fee — in removing viruses that weren’t on your machine in the first place.

They request remote access. The criminals might also request remote access to your computer, allowing them to inflict all kinds of damage, including stealing your personal information and bank account login credentials.

They claim security software has expired. Besides pop-ups, some tech support scammers utilize text messages, emails or robocalls to reach vast numbers of people. They might say they’re from a big company, such as Norton, Apple or Microsoft. Some tell their targets that their security software has expired, or even claim that child pornography has been implanted on their computer. Pay up and the problem will be solved.

They insist it’s an emergency. There have also been instances where the supposed tech expert calls someone to say that criminals have gained access to their bank accounts, and that it’s necessary for their safety to move the money (as in Helen’s case). 

A New Jersey resident who recently filed a report with the Better Business Bureau’s Scam Tracker database, for example, said that a scammer impersonating a Microsoft technician convinced him to withdraw $6,000 from his savings account and redeposit it into a cryptocurrency account at an ATM. 

Your other devices are also vulnerable

And while tech support scammers once primarily targeted desktop and laptop computer users, these days they’re also going after your other devices as well.

“A lot of people forget that the device you call a phone is actually a computer,” explains Amy Nofziger, director of victim support for the AARP Fraud Watch Network.

Unfortunately, once tech support impersonators get inside your computer, it’s tough to get them out.

“Often, the scammers will then install a second remote software in the background in order to keep the connection up and running even after the phone call,” Salat says. That way, even after someone thinks that the problem has been fixed, the criminals can quietly look for ways to steal money and data.  

If your computer has been invaded by scammers, you may want to hire a professional to find and remove any programs they’ve installed, as Helen’s son did. Baker recommends taking your computer to a brick-and-mortar repair shop, run by someone you trust.

Catching the criminals

Tech support scammers are difficult to identify, because many of them are working out of call centers on the other side of the world.

“I think now all of these folks are basically out of India,” says Steve Baker, a former Federal Trade Commission (FTC) official who now publishes the Baker Fraud Report newsletter.

The criminals also sometimes make it difficult to follow the money trail by convincing their targets to pay in the form of gift cards, which they pass along to confederates who use them to buy electronics and other goods for resale on the web, Baker says.  

It’s still extremely important to report these crimes. (See below.) The more information the authorities have, the more likely it is they will be able to identify patterns, link cases and ultimately catch the perpetrators.

How to protect yourself

When in doubt, shut down. If you can’t close a browser window to get rid of a fake virus-warning pop-up, try to reboot the computer. 

“If I’m really stuck, I just pull the plug,” Baker says. “You’re going to lose data and documents that you’re working on and tabs on browsers, but that’s a small price to pay.”

Disregard the phone number. Don’t ever call the phone number in a pop-up. Legitimate tech companies will never ask you to call a phone number or click a link, according to the FTC. Here’s how to get good tech support.

Ignore the call.· If you get an unsolicited call, email or text telling you that there’s a problem with your computer, ignore it. Real tech support staffers will never contact you out of the blue.

Be wary of requests for remote access. Don’t let an unknown, unverified person get into your computer or device.

Resist pressure. Scammers urge targets to act quickly to protect their computer or bank accounts. That sense of urgency is to prevent you from having time to think clearly and question their behavior.

How to report tech scams

Report it to your local police.

File a report with the FTC online or call the FBI’s Internet Crime Complaint Center. Not every complaint leads to enforcement action, but the information can help officials spot trends and sometimes identify the criminals. 

For support and guidance, the trained fraud specialists at the free AARP Fraud Watch Network Helpline, 877-908-3360, can share information about what to do next and how to avoid scams in the future. The AARP Fraud Watch Network also offers online group support sessions.

For additional information on how to protect yourself from computer scams, check the customer support sites for Microsoft and Apple.

This article, originally published in 2023, has been updated with new statistics.