A scammer had remote access to the computer. What to do

Why this happens to smart people

Tech support scams start with a scary pop-up, a fake renewal email, or a call from someone claiming to be Microsoft, Apple, Geek Squad, or your bank. Real companies don't contact you this way, and real security warnings never ask you to call a number. Tech support scams were the second-biggest source of losses for people over 60 reported to the FBI in 2025.

Do this right now

1. Disconnect from the internet

   Turn off Wi-Fi or unplug the network cable. If you can't figure it out, shut the computer down. This cuts off the scammer.

2. Don't pay, and don't call them back

   If they claim you were "overpaid" a refund and need to send money back, that's the scam. The "refund" is often just your own money moved between your accounts.

3. Call your bank from a different phone

   Use the number on your card. Tell them a scammer had access to your computer while you were logged in, or may have seen your banking. Ask them to watch for transfers and new payees.

4. If you paid, call that company too

   Gift card, wire service, or payment app. See how to get money back.

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Change passwords from a different device

Assume the scammer saw anything you typed or anything saved in the browser.

1. Change your email password first

   Your email can reset every other account. Change your password from a phone or another computer.

2. Then banking and shopping

   Bank, credit cards, Amazon, PayPal, and anything with a saved card.

3. Turn on two-step verification

   And sign out of all other devices from the account's security settings.

4. Any password saved in the browser

   If the browser saved passwords, treat all of them as exposed.

Remove the scammer's software

Scammers usually install a remote access program so they can get back in later. Common ones include AnyDesk, TeamViewer, UltraViewer, LogMeIn, and ConnectWise ScreenConnect. These are real products that scammers misuse.

1. Uninstall any remote program you didn't install yourself

   On Windows: Settings, Apps, Installed apps. On a Mac: the Applications folder. If you're not sure what something is, write it down and ask a trusted helper.

2. Update your security software

   Make sure it's current, then run a full scan and delete anything it flags.

3. Check for new user accounts

   Scammers sometimes add a new login to the computer.

4. If it was a phone

   Delete any app they told you to install, especially screen sharing apps. Update the phone's software.

When to get professional help

Take it to a local repair shop you find yourself, not one you got from a pop-up or a call. Ask them to check for remote access software. Some people choose to have the computer reset to factory settings. Back up photos and documents first.

• You can't tell what they installed, or the scan keeps finding things.
• The computer is acting strangely: new programs, pop-ups, or the mouse moving on its own.
• You did banking or tax work on the computer.

Protect your identity

• If you shared your Social Security number or the scammer could see documents with it, freeze your credit at Equifax, Experian, and TransUnion. See I gave a scammer my information.
• Watch your bank and card statements closely for the next few months.

Report it

• FTC: ReportFraud.ftc.gov
• FBI: ic3.gov, especially if you lost money
• Microsoft: microsoft.com/reportascam if they pretended to be Microsoft
• 60 or older: National Elder Fraud Hotline, 1-833-372-8311

Next time, check before you call

Many of these scams start with a fake renewal or invoice email. OwlGuardian quarantines suspicious Gmail messages and alerts a Trusted Contact, and Call My Owl can check a photo of a pop-up in about five seconds.

Questions people ask