Tech Support Scams

Tech support scams have earned a notorious reputation as one of the most frequently reported categories of fraudulent activities. These scams continue to evolve, cunningly targeting our digital vulnerabilities. According to a recent report from the FBI's Internet Crime Complaint Center, victims of tech support scams suffered losses exceeding $588 million in 2022.

Breaking Down Tech Support Scams

Initiating Contact: Tech support scams can start several different ways, but all share a common objective - they are designed to make victims believe that there is a tech or security issue on their device that needs immediate attention. Scammers often impersonate well-known and trusted companies like Microsoft, Apple, Geek Squad, and even anti-virus service providers like Norton and McAfee to appear legitimate. They may reach out via an unsolicited call or email or even use alarming fake virus pop-ups designed to scare a potential victim. No matter the method, the victim is directed to call a support number provided by the scammer.

Impersonating Tech Support: Once a victim calls the provided number, they will be connected with a “technician” who introduces themselves as an employee of a reputable company to gain trust. The scammer might ask the victim what they were doing on their device when they got the message to call and use that information to further convince the victim that there is a severe infection or security breach on the device. They might claim the device has a virus, there are foreign connections or hackers connected to it, or even claim the IP address was hacked. They’ll often use technical jargon and scare tactics to create a sense of urgency by pressuring the victim to act quickly. However, none of these claims are true.

Connecting to the Victim’s Device: To diagnose the problem and “help” the victim, the scammer will typically ask the victim to download and install remote access tools that will allow the scammer to take control of the victim’s computer.

Image of a tech support scam pop-up shown on a computer

Image of a Fake Windows PC Blue Screen indicating the PC has been infected

"Verify a number by getting it directly from the company's website."

Virus on Laptop

Requesting Payment: Once a scammer has successfully convinced their victim that the computer is in need of repair, they will offer to help fix the problem - for a price. They may present different service “plans” with varying levels of protection for a certain number of years, or even lifetime plans. They’ll want payment for this upfront in the form of hard-to-trace means like gift cards, wire transfers, cryptocurrency, and occasionally via credit card. They may turn nasty and threaten the victim if they refuse payment, even locking their computer or deleting their personal files.

Underlying Threats: Even after initial payment, scammers will often continue to exploit their victim. They may call back and claim new problems have been found and ask for more money. Scammers will often set up remote access software so they can connect to the computer whenever they want, even without the victim’s knowledge. From here, they can snoop through personal files, emails, saved passwords, financial information, social media accounts, access the webcam, and steal private information used to compromise the victim’s identity.

In the digital age, where technology plays a pivotal role in our daily lives, safeguarding yourself and loved ones from tech support scams has never been more critical. It's essential to remember that legitimate tech support representatives do not employ aggressive tactics or seek financial gain at your expense.

WHAT TO LOOK FOR

Unsolicited emails, text messages, phone calls or pop up messages claiming to be from a tech support company.
A claim your computer is infected with viruses or your personal data is in danger.
Request for remote access to your computer.

You are instructed to type commands like “cmd", "tree", or "netstat”.
Upfront payment request to “fix” the computer issue.

PROTECTING YOURSELF FROM TECH SUPPORT SCAMS

Be suspicious of messages claiming to be from tech support. Verify the person’s name and position and get a case number, then contact the company directly through their official website or phone number.
Ignore pop-ups claiming there is a problem on your device. Legitimate companies do not use pop-up ads to provide security warnings. Close out of the website or restart your computer if you can’t do this.
Never give out personal or financial information if you receive an unsolicited request for it from someone you do not know or can't verify their identity.
Do not grant access to your computer to someone you don’t know or to anyone who contacts you through an unsolicited message.
Never click links that appear in pop-up messages or unsolicited emails and texts.
Do not share personal information like passwords, social security numbers, or financial information over the phone or online unless you are sure of the recipient’s identity.
Be cautious if someone asks you to pay for products or services with gift cards, wire transfers, and cryptocurrency. Scammers prefer these methods because they are impossible or difficult to trace and reverse.