I gave a scammer remote access to my phone or iPhone

How scammers get into a phone

Phones are harder to take over than computers, so scammers usually need you to help. They pose as your bank, Apple, Amazon, or tech support and ask you to share your screen "so we can fix it." Some ask you to install a screen-sharing app. Others use the phone's own features.

• Screen sharing: They watch everything you see, including texts with codes and banking apps you open.
• Remote control: On newer iPhones, the other person on a FaceTime or Phone call can request to control your screen. If you accept, they can open apps, change settings, send messages, and delete things.
• A configuration profile: A file that can change settings and manage the device. Scammers sometimes trick people into installing one.

Do this first, on any phone

1. End the call and the sharing

   Hang up. Ending a FaceTime call also ends screen sharing and remote control. On iPhone you can also tap Stop at the bottom of the screen sharing window.

2. Call your bank from a different phone

   Use the number on your card. Say a scammer could see or control your phone while banking apps or texts were open. Ask them to watch for transfers and new payees.

3. Don't use banking apps on the phone yet

   Wait until you've removed anything the scammer installed.

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iPhone: clean up

1. Delete apps you installed for them

   Any screen-sharing or remote support app they asked for. Press and hold the app icon, then remove it.

2. Check for configuration profiles

   Go to Settings > General > VPN & Device Management. If you see a profile you didn't knowingly add (and the phone isn't from work or school), tap it and remove it. Apple notes that removing a profile also removes its settings, apps, and data.

3. Run Safety Check

   Go to Settings > Privacy & Security > Safety Check. Use Manage Sharing & Access to review which people and apps have access, remove devices connected to your Apple Account, check your trusted phone numbers, and update your passcode. Emergency Reset stops all sharing at once.

4. Change your Apple Account password

   Settings > [your name] > Sign-In & Security > Change Password. When asked, sign out other devices you don't recognize. Apple says you may have to wait an hour before changing it.

5. Change your passcode

   If they watched you type it, change it in Settings under Face ID & Passcode (or Touch ID & Passcode).

Android: clean up

Menu names vary by phone maker. These are Google's general steps.

1. Uninstall apps you installed for them

   Open Settings > Apps (or Apps & notifications), then See all apps. Tap the app and choose Uninstall.

2. Run a Play Protect scan

   Open the Play Store, tap your profile picture, then Play Protect. Make sure "Scan apps with Play Protect" is on, and run a scan.

3. Update the phone

   In Settings, look under System for Software updates, or under Security & privacy.

4. Change your Google Account password

   From another device if you can. See my parent's email was hacked for Google's security checklist.

5. If problems continue

   Google says a reset may be needed, or contact your phone maker. Back up photos first.

Then change these passwords, from a different device if you can

• Email first, since it can reset everything else.
• Banking and payment apps (Zelle, Venmo, Cash App, PayPal).
• Apple Account or Google Account.
• Amazon and any shopping account with a saved card.
• Turn on two-step verification, and never read a code to anyone who calls you.

If they saw a code, an ID, or your Social Security number

Was it a computer instead? Use the computer remote access playbook.

• A one-time code on screen: assume it was used. Call that company.
• Photos of your ID, card, or Social Security card in your camera roll: treat them as exposed. See I gave a scammer my personal information.
• Then report at ReportFraud.ftc.gov. If money was lost, also at ic3.gov. If you're 60 or older, call the National Elder Fraud Hotline at 1-833-372-8311.

Questions people ask