A pop-up says my computer is infected: what do I do?

If you see a warning like this right now

1. Do not call the number. Do not click anything in the pop-up, including “OK” or “Close”.
2. Close the browser. On Windows, press Ctrl + Alt + Delete, open Task Manager, select your browser, and choose End task. On a Mac, press Command + Option + Esc, select your browser, and click Force Quit. On a phone, close the browser app from the app switcher.
3. When you reopen the browser, if it offers to “restore pages”, choose no.
4. Restart the computer if it still acts strange, then run a scan with the security program built into your computer (Windows Security on Windows).

If you already called them or gave them access

1. Hang up. Disconnect the computer from the internet (turn off Wi-Fi or unplug the cable).
2. If they had you install a program such as AnyDesk, TeamViewer, UltraViewer, or a “Quick Assist” session, remove it. On Windows, go to Settings, Apps, Installed apps. On a Mac, remove it from the Applications folder.
3. From a different device that wasn’t involved (your phone is fine), change the passwords for your email first, then your bank and other important accounts.
4. If you gave a card number or paid anything, call your bank or card company right away and tell them it was fraud. Ask them to block the payment and replace the card. If you paid with gift cards, contact the gift card company.
5. Open a ticket and I’ll help you check the computer over.

• Report it to the Federal Trade Commission
• If you lost money, report it to the FBI’s Internet Crime Complaint Center

Red flags that mean “scam”

• A pop-up, text, or call that comes out of nowhere with a phone number.
• Pressure to act right now, or a threat that you’ll lose data or money.
• A request to install remote-control software, to buy gift cards, to move money to “protect” it, or to read out a code sent to your phone.
• Someone who says they’re from Microsoft, Apple, your bank, or your internet provider and contacted you first.

Careful: Be careful searching for “tech support” phone numbers online. Scammers pay for ads that look like official support. Use the phone number printed on your bill, your card, or in the official app instead.