How to tell a real remote support session from a scam

Real support usually looks like this

• You contacted them, through a phone number, portal or website you already know.
• You start the session from a place you trust, such as a button on your IT provider’s own website.
• You can see what they are doing, and you can end the session at any time.
• They do not ask for passwords or payment during the session.

A scam usually looks like this

• They contacted you: a call, an email, a pop-up or a text saying something is wrong.
• They ask you to install software from a link they give you.
• There is urgency: your computer is infected, your account is about to be closed, a refund needs processing.
• They ask for money, gift cards or bank sign-ins, sometimes claiming they refunded you too much.

The rule

If you did not start the conversation, do not start the session. Hang up and contact your IT provider the way you normally would.

If you already let someone in

Disconnect from the internet, call your IT team and change passwords from a different device. See the pop-up says your computer is infected.