--- title: "Tech support pop-up scam: what to do next ยท Jeyki Security" description: "Called a number from a virus pop-up or let someone control your computer? Disconnect, remove remote access apps, call your bank and change passwords." url: "https://jeyki.ca/guides/tech-support-pop-up-remote-access-scam" --- 1. [Home](https://jeyki.ca/) 2. [Guides](https://jeyki.ca/guides) 3. Tech support pop-up scam: what to do if you let them in 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. Last reviewed September 28, 2026. Written by Jeyki Security, free to use and print. [Email this to a parent](mailto:?subject=Tech%20support%20pop-up%20scam%3A%20what%20to%20do%20if%20you%20let%20them%20in&body=Hi%2C%20I%20thought%20this%20free%20guide%20would%20help%20you%3A%0A%0ATech%20support%20pop-up%20scam%3A%20what%20to%20do%20if%20you%20let%20them%20in%0Ahttps%3A%2F%2Fjeyki.ca%2Fguides%2Ftech-support-pop-up-remote-access-scam%0A%0AIt%20is%20written%20for%20people%20in%20Canada%20and%20takes%20a%20few%20minutes.)Share or copy linkPrint this guide ## 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. Print checklistStart over Your ticks are saved in this browser only. Nothing is sent anywhere. ### 1 1\. Right now Do these first. They stop the person from watching or controlling your computer. - Disconnect from the internet. Turn off Wi-Fi or unplug the network cable. Then the person cannot keep controlling the computer. - Do not call the number again, and do not answer if they call you. Hang up. Scammers often ring back, sometimes pretending to be the bank or a refund department. - Do not log in to anything on this computer until it is cleaned. If you have to, use a different phone or computer that they never touched. ### 2 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. - On Windows, open Settings, then Apps, then Installed apps, and uninstall any remote access program. Older versions of Windows use the Control Panel, then Programs and Features. If you do not know a program, look it up on a different device before you remove it. - On a Mac, open the Applications folder and drag any remote access program to the Trash, then empty it. - Look through the whole list of apps for anything you do not recognise or that was added the day it happened. - Check your browser for extensions you did not add, and remove them. - Run your computer's security scan and install any updates. A remote person can install other software while connected. If you are not sure the computer is clean, ask someone you trust to check it, or have it reset. ### 3 3\. Protect your money - Call your bank and credit card companies right away. Use the number on the back of your card. Tell them you were the victim of a tech support scam, whether or not you paid. - If you paid, tell them how: card, e-Transfer, gift cards or cryptocurrency. For gift cards, also call the company that issued the card and tell them. Some can act if you call quickly. - If they saw your banking screen, ask the bank to check the account and consider new card numbers. - Go through recent transactions and report any you do not recognise. ### 4 4\. Change passwords from another device Use a phone or computer the scammer never touched. Do not use the affected one. - Change your email password first, then sign out other sessions. Email can reset almost everything else, so protect it before anything else. - Change your online banking and credit card passwords. - Change passwords you saved in the browser or typed while they were connected. A password manager can generate a strong new one for each site. - Turn on two-step verification on email and banking. ### 5 5\. Report it - Report to the Canadian Anti-Fraud Centre, online or on 1-888-495-8501. [reportcyberandfraud.canada.ca](https://reportcyberandfraud.canada.ca) - If you lost money or your identity is at risk, call your local police non-emergency line and ask for a report number. Do not use 911 unless someone is in danger. - Write down the phone number, website, amounts and dates. You will need them for the bank and for your report. ### 6 6\. Watch for follow-up scams - Ignore anyone who offers a refund or to "fix" the problem for a fee. People who have been scammed once are often called again. Hang up. - Check your bank accounts and credit card statements again in a week and in a month. 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](https://jeyki.ca/guides/email-hacked-canadian-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 1. [Service-related scams, Competition Bureau Canada](https://competition-bureau.canada.ca/en/fraud-and-scams/tips-and-advice/service-related-scams) 2. [Remote access: opening the door to your personal information, Office of the Privacy Commissioner of Canada](https://www.priv.gc.ca/en/blog/20211209/) 3. [Service scams: what is in a fraudster's toolbox, Get Cyber Safe](https://www.getcybersafe.gc.ca/en/blogs/service-scams-whats-fraudsters-toolbox) 4. [Report cybercrime and fraud, National Cybercrime and Fraud Reporting System](https://reportcyberandfraud.canada.ca/) ## Related guides - [Email hacked? A free Canadian checklist](https://jeyki.ca/guides/email-hacked-canadian-checklist) Secure the account, protect your money, and tell the right people. Saves your progress and prints. - [Is this a scam? A 60-second check](https://jeyki.ca/guides/is-this-a-scam-60-second-check) A few yes or no questions and a clear next step. Works for calls, texts, emails and messages. - [How to spot a scam text message in Canada](https://jeyki.ca/guides/how-to-spot-a-scam-text-message-canada) A short quiz with realistic Canadian examples, then the red flags and what to do. ## 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. [See how cleanup works](https://jeyki.ca/after-a-scam)