Pop-Up Panic: The Tech Support Scam

Our electronic devices may seem like a lifeline to us, and criminals know it. The AARP Fraud Watch Network Helpline (877-908-3360) continues to receive reports of the “tech support scam” — a crime that has evolved and become even more dangerous in recent years.

How It Works

• One or more pop-up messages appear on your screen, possibly accompanied by a loud blaring sound.
• The messages warn your device has been infected with a serious virus that requires immediate action, urging you to call a provided support number right away
• When you reach the support representative, they explain there is a major problem, but they can help by gaining remote access to your device.
• When they remote in, they show you nefarious-looking files, seek payment to remove them, and try to sell you a protection plan.

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What You Should Know

• The “old” version of this scam would stop with payment to remove nonexistent viruses and the selling of a sham tech support subscription.
• Today, it is an entry point into fraud involving impersonating your bank and federal authorities, with the goal of convincing you to move money out of your bank account to “keep it safe.” In this version, the goal is to steal everything from the target.
• The “tech support scam” is effective because of the fear and anxiety it produces with the popup warnings and the blaring noise, with no obvious way to make it stop.
• Popups likely made it onto your device from visiting a website where it or a scam ad put malicious software onto it.

What You Should Do

• If your screen (and ears) gets taken over by popup warnings, press your device’s power button to conduct a “hard” shut down. After a few minutes, boot it back up and the problem should be gone.
• Run your security software (like Microsoft Defender that comes with PC purchases or protective software you’ve added to your device) to identify and remove malicious files.
• You could also take it to a big brand store to get it inspected (check prices).
• If you have experienced this fraud, contact your local police to file a report; for more guidance, call the AARP Fraud Watch Network Helpline (877-908-3360).