What Is A Technical Support Scam?

Date First Published: 26th May 2023

Topic: Cybersecurity

Subtopic: Threats To Systems, Data & Information

Article Type: Computer Terms & Definitions

Difficulty Level: 5/10

Learn more about what a technical support scam is in this article.

A technical support scam, often abbreviated to a tech support scam, is a deceptive activity that uses intentional false positives to convince users that their computers have problems when they actually don't. Scammers usually claim to offer a technical support service and pretend to be computer technicians from well-known and legitimate companies, most commonly Microsoft.

The scammer often scares users into installing unnecessary and potentially dangerous programs to fix a non-existent problem so that they can get hold of their details, take control of their computers, install difficult-to-remove malware, and perform other malicious tasks.

Technical support scams have become a worldwide problem and target people with a lack of knowledge of scams. Users might believe that the warnings coming from unsolicited phone calls and sites they have never heard of are real. Recognising fake online messages and being wary of any unknown messages that claim that your computer has problems can help prevent you from becoming a victim of a technical support scam.

Types Of Technical Support Scams

Below is information on the different types of technical support scams and how they work.

Phone scams

In this type of technical support scam, the scammer calls someone and pretends to be a computer technician from another company. They often make up a scenario, like saying that their computer is not safe from malware or viruses, and that they know how to fix that problem. These calls are often designed to give a sense of urgency or fear and demand immediate action from the user.

Scammers often rely on publicly available phone directories to find phone numbers to call. After finding a list of phone numbers, the scammer will call them one by one. Sometimes, the scammer may already know some information about the user, like their name, other personal information, and operating system to target specific individuals.

The scammer will often provide instructions to install unwanted and potentially dangerous programs. They may ask the user to type a link in their web browser to download and install the program, ask for their username or password, or ask them to install software that will give them remote access over their computer, which will allow them to do anything they want on the user's computer. Once you install the software, give them your username and password, or give them remote access to your computer, your personal information and your computer is at a huge risk.

Legitimate companies will not unexpectedly call you if there is a problem with your computer. Therefore, if you receive an unsolicited phone call from someone claiming to be from a well-known company, like Microsoft, or claiming that your computer has problems, end the phone conversation as it is very likely that it is a technical support scam. If they are constantly calling you, block their phone number.

Web scams

With web scams, a website often mimics a site owned by well-known and legitimate companies, like Microsoft and persuades users to call a phone number. Technical support scam sites mislead users with fake alerts and non-existent problems. It is very likely that the messages are fake as the website has no way of scanning the files on your computer. Users can be redirected to these sites by an adware program installed on their computer, by mistyping a URL, or by clicking on a social media post link from a scammer.

Technical support scams often come with excessive popup notifications that claim that there are problems with the computer. Sometimes, they mimic legitimate error messages like a Blue Screen Of Death and intentionally freeze the user's web browser. When they contain fake malware or virus infection warnings, scammers often use several methods to misrepresent the system directories, virus detection names, and operating system tools to get users to believe that there has actually been malicious activity on their computers.

Forms of malware

Some technical support scams come in the form of malware. If you have noticed that your desktop background has unexpectedly changed to a background that resembles a system error or you are receiving constant fake error notifications and popups on your computer, then a malware program may be installed on your computer. Since it is installed on your computer, scammers may use them to perform other malicious actions, including stealing sensitive information, or deleting files.

What To Do If I Have Encountered A Technical Support Scam?

If you think you have encountered a technical support scam, you can follow the steps below:

• If a phone number is displayed, DO NOT call it. This is the most important step. Scammers often display numbers to call so that they can get hold of your details, take control of your computer by remote access, install difficult-to-remove malware onto your computer, and perform other malicious tasks.
• In a web-based technical support scam, immediately close the tab. Don't click on any links or popups as this will often direct you to sites that try to install malware on your computer. If the technical support scam has frozen your web browser, you will have to force it to close. You can do this by opening Task Manager, selecting the web browser process, and then clicking on 'end task'.
• If the technical support scam is by a phone call, end the phone conversation and do not give any of your personal information. It is never a good idea to give your personal information to someone you don't know over the phone.
• Clear your cookies. Technical support scams can store cookies in your web browser, causing them to reappear again.
• Run an antivirus scan. If your browser is constantly being redirected to technical support scam sites, then you might have an adware program installed on your program. Antiviruses are usually good at detecting and removing adware.

What To Do If I Have Fallen For A Technical Support Scam?

If it is too late and you think that you have unintentionally fallen for a technical support scam, there are a few things you can do below.

• Disconnect your computer from the internet. This will stop any remote access that the scammer has to your computer.
• Get as many details of the scam as you can recall and change the passwords on any accounts that you have shared with the scammer as soon as possible.
• Remove any viruses or malware that you have installed. If the scammer has tricked you into installing viruses or malware, it will need to be removed. The simplest way to remove most types of viruses and malware is by using a strong antivirus.
• Remove the remote access software from your computer. If the scammer asked you to install remote access software and has controlled your computer with it, that will need to be removed as well. Removing programs is usually a simple process and can usually be removed by using the control panel and add/remove programs. To do this, press the Windows key, search for 'remove' and then click on 'Add or remove programs'.
• Perform a full scan with your antivirus. After removing all the unwanted and malicious software that has been installed, performing a full scan will find hidden malware on your computer, like keyloggers. Also, make sure to check your antivirus software for any exclusions as some scammers may add exclusions for files so that they are not detected by your antivirus.

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