The evolution of the tech support scam

Tech support scams are some of the oldest and most persistent, and they’re getting more sophisticated. 

These scams typically involve a scammer impersonating a tech company and aim to convince you that your device - usually a computer or laptop - has a virus or malware, or other security threat. As awareness of these scams has grown, fraudsters have been driven to use different tactics to trick people into handing over money.

Read on to learn about the latest tactics used by scammers and how to avoid them.

Sign up for scam alerts

Our emails will alert you to scams doing the rounds, and provide practical advice to keep you one step ahead of fraudsters.

Sign up for scam alerts

How tech support scams work

There are two main ways in which tech support scammers typically try to contact potential victims - by phone call or by luring you into clicking a pop-up on the web. 

No matter how they try to reach you, the story they spin is almost always the same. Microsoft and the Microsoft Windows brand are still the most impersonated, according to reports to Action Fraud, but scammers also impersonate Apple, Dell and Google.

The caller’s real number may be masked (known as spoofing) so it appears on your phone as a company or other number - preventing you from knowing the true origin of the call. 

The caller claims you either need to renew a software licence to continue using your device or specific software, like Microsoft Office. Or they’ll warn you that your device has malware or is under attack from another security threat. 

The other way tech support scammers may reach you is through fake pop-up windows that can appear on websites. While you’re browsing the internet, a pop-up appears on your screen warning that your device has a problem. It’s fake, but if you click on the buttons on the pop-up, they can open windows on your screen that can make it look like your device has been closed, tricking you into thinking a virus is stopping you from using it.

Often a link or number will appear for you to contact for help. This is a direct line to fraudsters, who will go through the same steps to steal your money. 

Both of these approaches hook people into sharing payment information, which can snowball into victims having thousands of pounds stolen from their bank accounts.

The scammers often progress to tricking victims into downloading screen sharing software so they can view your screen or even take control of your device.

Get tech confident for less

Get 12 months of tech support and buying advice for only £34.30, that's a 30% saving. Together we’ll show your tech who’s boss.

Join Which? Tech Support

Offer ends 16 Jun 25. Cancel anytime.

How tech support scam tactics are getting sneakier

Many of the cold call scams operate at random, calling numbers with the hope that a few people may answer and be taken in by the scam. Sometimes they may have a list of numbers and associated names to target, but little else.

But scammers are getting better at social engineering, where they use a mix of personal information about you that they’ve gathered online and psychological strategies to convince you the scam is real.

Some of the ways they’re doing this include:

1. Gathering detailed information about you and your device. Tech support cold callers will often know their victims by name. But victims have told us scammers seem to know specific information about the devices they use, such as models or serial numbers, and what software they use. They also know home addresses and other personal information such as passwords, who you bank with, and even the names of relatives. They’ve probably got your details from data leaks online, or from a phishing email, social media or message you may have replied to in the past. Be wary if a caller tries to prove they’re legitimate by listing off all the information they know about you.

2. Layering calls and fake messages. Once they have victims on the phone, tech support fraudsters may send texts or other messages as part of their story, to try to convince you the scam is real. They might message you with further security warnings, or fake messages reassuring you that your device is being updated or fixed. Messages may also prompt you to carry out instructions to progress further towards giving scammers access to your device or transferring money. Another tactic is transferring your call to ‘colleagues’ in other departments, or even to people claiming to be from your bank or the police. Introducing other people posing as experts or authority figures continues to create an illusion that you’re in a serious situation. When you’re receiving multiple messages telling you there’s an urgent threat, it can be more convincing.

3. Fake adverts on search engines. Fraudsters post fake adverts for tech support services that can appear in web search results. They’re designed to target victims searching online for answers to problems with their computers or other devices. When you ask a search engine for help with a tech problem you’re having, certain keywords can trigger scam ads to appear. These adverts can lead to professional-looking websites that appear to offer IT services, but if you make contact, you’ll find criminals looking to exploit you.

How to protect yourself from tech support scams

1. Ignore phone calls or messages claiming they’re from tech companies such as Microsoft, Google and Apple. Tech companies never call customers to warn about security threats or to ask for money, passwords or security codes, no matter what the caller tells you to persuade you otherwise.
2. Never let anyone control your personal devices remotely. There’s very little reason for anyone to need to do this.
3. Never let anyone access or view your financial accounts. Scammers will often ask you to share your device screen so they can see personal or banking details, claiming they’re offering to help you with a transaction when in reality they’re manipulating you so they can steal your money.
4. If you need tech help, contact trusted experts. If you have a problem with your computer or another device, don’t accept help from someone who has contacted you unsolicited. Also, be careful of online adverts offering tech support.
5. Keep your devices updated. Install the latest software updates when they’re released to keep your devices protected from the latest security threats.
6. Enable pop-up blocking on your internet browser. Browsers such as Chrome, Edge, Firefox and Safari offer options in the settings to block pop-ups, so you’ll be protected from malicious messages.
7. Use antivirus software with a pop-up blocker. The chance of getting any malware is reduced if you install antivirus software, run regular system scans and enable pop-up blocking.

• Read more: the most common types of phone scams and how to avoid them

What to do if you think you’ve been scammed

If you’ve been contacted by someone claiming to be from any organisation, and something doesn’t feel right, you can end the call or chat at any time. 

If you’ve lost money to a tech support scam call your bank or contact the financial provider of the affected accounts straight away. If you transferred the money through a bank transfer, the bank should be able to reimburse you, partially or in full, depending on how much was stolen.

Report it to Action Fraud online or by calling 0300 123 2040. If you live in Scotland, you can report the scam to the police by calling 101.