Step-by-step checklist
Tech support pop-up scam: what to do if you let them in
If you let someone control your computer, turn off Wi-Fi or unplug the network cable now, then remove any remote access app they had you install. Call your bank if you paid or shared card details. From a different phone or computer, change your email and banking passwords. Real Microsoft, Apple or Google warnings never show a phone number.
First, the pop-up itself
A real warning from Microsoft, Apple or Google does not lock your screen and does not show a phone number to call. If you see one, do not click inside it and do not call. Close the browser tab or quit the browser. If that will not work, restart the computer. If the browser offers to restore what was open, say no.
If you only closed the pop-up and did nothing else, you are most likely fine and do not need the rest of this page. If you did call, or someone connected to your computer, work through the checklist.
What the scam looks like
A pop-up, an email or a phone call says your computer has a virus or your account has been hacked. You are asked to call a number or "let a technician help". They ask you to install a remote access program and give them a code. Once they are in, they can see and control your screen. They may show you fake "errors", then ask for payment, or a "refund" that steals from your bank account.
The checklist
Tick each step as you go. Your ticks are saved on this device. You can print the list. If money has already been sent, do the Protect your money section first and call your bank now.
1. Right now
Do these first. They stop the person from watching or controlling your computer.
2. Remove the remote access app
Programs such as AnyDesk, TeamViewer and others are real software, so antivirus often leaves them alone. You need to remove them yourself.
3. Protect your money
4. Change passwords from another device
Use a phone or computer the scammer never touched. Do not use the affected one.
5. Report it
6. Watch for follow-up scams
Someone who had your computer may have seen your files and what you typed. It does not mean your accounts are lost, but it does mean the steps above are worth doing today. See also the email hacked checklist if you think your email was reached.
Common questions
Was that pop-up really from Microsoft or Apple?
No. Microsoft, Apple and Google do not show a phone number in a browser warning, and they do not lock your screen and tell you to call. A pop-up that does is a scam.
How do I close a pop-up that will not go away?
Do not click anything in it. Close the browser tab or quit the browser. If that does not work, restart the computer. If the browser then offers to restore the previous session, choose not to.
I let them in but did not pay. Am I safe?
Not necessarily. Someone with remote control can install software, look at files and see what you type. Disconnect, remove remote access apps, change your important passwords from another device and consider a professional check.
Will antivirus remove the remote access app?
Usually not. Tools such as AnyDesk and TeamViewer are real programs, so antivirus often leaves them alone. You need to uninstall them yourself, and check the list of installed programs for anything else you do not recognise.
Can I get my money back?
Call your bank or card company right away, since they may be able to stop or dispute a payment. Do not deal with anyone who offers to get your money back for a fee, as that is a second scam.
Sources
Want help cleaning up?
I can remove remote access apps, change passwords and sign out other sessions with you, check for signs of access and give you a written list of who to notify. It is a flat C$179.