How to recognize and avoid tech support scams (2024)

Note: If you think you have been the victim of a technical support scam involving one of our products, please visit our technical support page for help.

A tech support scam is a form of fraud gaining momentum on the internet. The scam implements social engineering and fear tactics in order to get the victim to take the bait.

There are three main ways this scam is executed: via cold calls, pop-up messages, and incorrect search engine results on a Mac operating system or Windows computer.

Cold calls and fake phone calls

Technical support scammer cold calls are when an individual calls the target, claiming to be from tech support at a reputable company and stating they have found malware on the target’s computer.

The scammer will then try to get the user to install a type of remote access desktop software under the pretext of helping to remove the infestation. This would allow the attacker access to the target’s computer in order to install real malware. It can be difficult to stop scammers with security software once you grant remote access.

In addition to attempting to install malware on the target’s machine, these scammers will often ask for a fee via cryptocurrency or credit card to fix the issue. That’s one way they can steal financial information.

Pop-up warnings

Tech support pop-up warnings occur when a user is browsing the Internet.

Usually, the target is viewing a website that contains links to related content and, when the user clicks on one of those links, it will redirect them to a website hosting the pop-ups. These pop-ups can be terribly intrusive, making it difficult for the user to close the window.

The pop-ups will then display a message stating that the computer is infected with malware and offer a phone number for help with removing the malware. Often, these pop-ups will look like they come from a legitimate source, including some claiming to be related to Norton products. Tech support scammers can have many tricks up their sleeves.

Advertising, paid search, confusing search results

Fraudulent companies frequently use paid search to advertise their support services. Here’s an example of how a scam might unfold.

The Microsoft tech support scam

Scammers like to take advantage of name recognition, pretending to represent well-known software companies such Microsoft or Apple.

With the Microsoft tech support scam, a fake representative will call you, even spoofing the caller ID so it looks like the phone call really is coming from the software giant.

The scammer will walk you through the process of installing applications that allow remote access to your computer. Or, the scammer may initiate contact by displaying fake pop-up messages on your screen that trick you into calling a fraudulent ‘support’ hotline.

With both scams, the goal is to get you to pay, in the form of a one-time fee or subscription, to fix the problem.

If someone claiming to be a representative calls you, hang up. Microsoft doesn't initiate contact via phone or email messages to fix your computer issues. Microsoft also never includes phone numbers on its error and warning messages.

In fact, communication always has to be initiated by you. Visit Microsoft’s official website and follow prompts to get help if you're having device problems and to report scams.

When you download software, make sure it's only from official vendor websites or the Microsoft Store. Software from third-party sites may have been modified to support scam malware and other threats.

Technical support scam motivation

The common motives behind these tech support scams are to extort the victim to gain money as well as installing malware such as keyloggers or backdoor Trojans in order to gain access to personal information.

How to identify and avoid pop-up and cold-calling tech support scams

Here are some tips that can help.

Pop-ups

Examine the message closely — look for obvious signs which might indicate fraud or deception, such as poor spelling and bad grammar, unprofessional imagery, and language that creates a sense of urgency.

You can also do an Internet search for the phone number or business name that is listed in the pop-up to verify its legitimacy.

There are many websites where people report scammers. If it is a scam, there will likely be an abundance of search results, often on the first page of the search, that clearly point out the scammer.

Cold-call telephone scams

You will never receive an unsolicited call from Norton Support to fix issues with your computer for money. You will only receive a call if you request it.

Most importantly, official Norton Support is always free to current subscribers.

If you do happen to get a pop-up on your computer from an official Norton product, it may look like the examples below, depending on what product you may have. Keep in mind that when the software detects a threat, it will never ask you to call support via a toll-free number.

What to do if you’ve been scammed

  • Change your passwords: to your computer, to financial institutions, to your Norton Account and to any other password-protected websites that you visit.
  • Run a Full System Scan for viruses on your computer.
  • Contact your bank to report that there has been fraud performed on your account.
  • Download and run Norton Power Eraser, a free virus and malware removal tool which uses a more intensive method to scan your computer to detect more complex threats than what some traditional antivirus programs can detect.

There are many different ways to get official Norton support

In order to make sure you are visiting the correct Norton support page, be sure to type in support.norton.com in the URL bar of your web browser.

You can use Norton Support: Live Chat, which is the fastest first step towards solving your issue.

There is also the Norton Forums, where you can browse through a library of Top Solutions around common problems.

Request help via Norton’s phone support.

Additionally, you can stay up-to-date on the most current threats and scams on the Norton Internet Security Center blog.

How to recognize and avoid tech support scams (1)

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How to recognize and avoid tech support scams (2)

  • Alison Grace Johansen
  • Freelance writer

Alison Grace Johansen is a freelance writer who covers cybersecurity and consumer topics. Her background includes law, corporate governance, and publishing.

Editorial note:Our articles provide educational information for you. Our offerings may not cover or protect against every type of crime, fraud, or threat we write about. Our goal is to increase awareness about Cyber Safety. Please review complete Terms during enrollment or setup. Remember that no one can prevent all identity theft or cybercrime, and that LifeLock does not monitor all transactions at all businesses. The Norton and LifeLock brands are part of Gen Digital Inc.

How to recognize and avoid tech support scams (2024)

FAQs

How to recognize and avoid tech support scams? ›

Two Things To Know To Avoid a Tech Support Scam

How to prevent tech support scams? ›

To keep yourself safe from tech support scammers, follow these steps:
  1. Download legitimate digital security software onto your devices to protect against hackers, and run regular scans for malware.
  2. Never provide personal information or passwords to someone who claims to be reaching out from a tech company.

What is one tactic commonly used in tech support scams? ›

Cold Calls: Scammers often cold call victims, posing as tech support from reputable companies. They use scare tactics, claiming that your device is compromised and needs immediate attention. Pop-Up Warnings: You might encounter pop-up messages while browsing, warning of a supposed virus or security threat.

How do you answer the phone to avoid scams? ›

If you think scammers are targeting you, hang up before they can record your voice or get any information. As a best practice, don't answer unknown numbers. Don't respond — even by pressing a number or saying “yes.” Abiding by these simple commands shows spammers that you're more likely to respond to their ploys.

Where do most tech support scams come from? ›

Technical support scams can begin in a variety of ways. Some variants of the scam are initiated using pop-up advertising on infected websites or via cybersquatting of major websites.

What are ways to avoid scams? ›

Avoiding Scams and Scammers
  • Do not open email from people you don't know. ...
  • Be careful with links and new website addresses. ...
  • Secure your personal information. ...
  • Stay informed on the latest cyber threats. ...
  • Use Strong Passwords. ...
  • Keep your software up to date and maintain preventative software programs.

How many people fall for tech support scams? ›

And the reported losses are way up. According to the FBI's Internet Crime Complaint Center 2022 annual report, more than 32,000 people fell victim to tech support scams and reported losing over $806 million. This is a 136 percent increase year-over-year.

Who are the victims of tech support scams? ›

Tech support scam stats

Tech support scam cases have reached record numbers with 32.5K yearly victims (around 89 victims per day) in 2022. Victims have reported the highest average financial loss to tech support scams in 2022 ($24.8K per victim).

What are two strategies consumers can implement to protect themselves from scams? ›

How to stay protected
  • STOP – Don't give money or personal information to anyone if unsure. Scammers will offer to help you or ask you to verify who you are. ...
  • THINK – Ask yourself could the message or call be fake? Never click a link in a message. ...
  • PROTECT – Act quickly if something feels wrong.

How do people fall for scams so easily? ›

By creating a sense of urgency, fear, or excitement, scammers impair rational thinking and compel individuals to make impulsive decisions. Heightened emotions make it difficult for victims to evaluate the situation objectively, leading to unfortunate outcomes.

What are 3 excuses a scammer uses? ›

Scammers often come up with various reasons, such as emergencies, medical expenses, or travel costs. Never send money to someone you've only met online.

What if I answered yes to a phone scammer? ›

A caller poses a simple question in hopes of prompting you to respond with the word "yes." If you answer, it can lead to more calls from scammers or even credit or debit card fraud.

What happens if you answer a spam call but don't say anything? ›

If you accidentally answer a spam call, scammers know your number is connected to a real person and can target you with more spam calls. These targeted spam calls will try to trick you into giving up your personal information which allows cybercriminals to steal your money, your identity and even your voice.

How can we prevent technical support scams? ›

The scammers are hoping you'll call the phone number to get help. If you're looking for tech support, go to a company you know and trust. 1. Legitimate tech companies won't contact you by phone, email, or text message to tell you there's a problem with your computer.

How do you deal with tech support scams? ›

What to do if you've been scammed
  1. Disconnect from the scam. ...
  2. Scan your computer. ...
  3. Change your passwords. ...
  4. Contact your bank and credit card companies. ...
  5. Report the scam. ...
  6. Update your operating system and software. Hackers often exploit vulnerabilities in outdated software. ...
  7. Seek the advice of a professional.
Oct 30, 2023

Who investigates phone scams? ›

If you receive a call, contact the DCA directly at (800) 952-5210 to inquire if an official investigation is being conducted.

How do I protect my information from scams? ›

Here are seven ways to help protect your most sensitive personal information:
  1. Change your passwords frequently. ...
  2. Use passphrases instead of passwords. ...
  3. Avoid public Wi-Fi. ...
  4. Limit social media sharing. ...
  5. Avoid clicking on links from unfamiliar emails and text messages. ...
  6. Never give personal data over the phone.

How do I automatically block scams? ›

Sign up to the Do Not Call Registry

To stop spam calls for free you can add your number to the Federal Trade Commission's (FTC) Do Not Call Registry by calling 1-888-382-1222 or by texting a message to 1-866-290-4236.

How do I protect myself from impersonation scams? ›

Steps you can take to protect yourself

Check that a message is real by either: contacting the person or organisation directly using contact details you've found yourself on the organisations official website or, accessing the organisations' secure, authenticated portal or app (never via a link).

How do I block all scams likely? ›

Open your Phone app. Go to your call log by tapping All to find the scam-likely call. Tap "i," then scroll down and select Block this Caller. On the pop-up menu, tap Block Contact.

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