Fake Microsoft technician: the call saying your computer "has a virus"

Fake Microsoft technician: the call saying your computer "has a virus"

The phone rings and a voice, often rushed and very professional-sounding, says they're from "Microsoft's security department", Apple support, your antivirus company or even your internet provider. They've detected that your computer is infected, that it's sending out errors or that hackers are using your connection, and they need to connect to fix it. To do that, they ask you to install a program such as AnyDesk or TeamViewer. This is the tech support scam, and it has one goal: to get into your computer and, from there, into your bank account. The rule that undoes it: Microsoft, Apple and antivirus companies don't call out of the blue to say your device has a virus.

How does the tech support scam work?

The script barely changes from one wave to the next:

1. First contact. A direct call, or the other way round: while you're browsing, a window takes over the screen, sometimes with beeping or a voice, saying "Your computer has been locked, call support" with a phone number, sometimes a 1800 number. In that case you're the one calling, but the same scammers answer.
2. The "proof". They guide you into normal Windows or Mac tools such as Event Viewer or a command window and point at warnings that exist on every healthy computer. "See all those red errors? That's the virus."
3. Installing remote access. They walk you through downloading AnyDesk, TeamViewer, Windows Quick Assist or similar, and ask for the code on your screen. With it, they can see and control your computer as if they were sitting at it.
4. The money. Sometimes they charge for a "repair" or a "security licence". Other times they say you're owed a refund for a subscription and ask you to log into online banking "to receive it". While you're logged in they black out the screen, then claim they accidentally refunded too much and you need to send back the difference by bank transfer, crypto or gift cards.
5. Staying in. If you let them, they install programs so they can get back in later, steal passwords saved in your browser, or ask for the codes your bank texts you "to verify the transaction".

What are the warning signs?

• You didn't ask for the call. No big tech company monitors your particular computer and rings you about an infection.
• They want you to install remote control software. A stranger who called you has no legitimate reason to control your device.
• Fear and urgency. "If you hang up you'll lose everything", "your bank account is at risk", "don't turn the computer off".
• They ask you to log into your bank or read out a code. No tech support ever needs to see your banking or your one-time codes.
• Odd payment methods. Gift cards, crypto, transfers to individuals or "paying back" an overpaid refund.
• A browser window that locks up and shows a phone number. As Microsoft explains, its genuine error and warning messages never include a phone number to call.
• The number on your screen proves nothing. Caller ID can be spoofed.

What do I do if they're calling right now?

1. Hang up. No need to argue or explain. A real company won't hold it against you.
2. Don't install anything and don't read out any code. Not the AnyDesk or TeamViewer code, and not the ones your bank sends by text.
3. If a "computer locked" window is on screen, close the browser. If it won't close, on Windows open Task Manager (Ctrl + Shift + Esc) and end the browser; on a Mac, use Force Quit (Cmd + Option + Esc). If nothing responds, restart. When you reopen the browser, don't restore the previous tabs.
4. If you want to check, do it yourself. Contact Microsoft, Apple or your antivirus only through their official website, typed in by you, or through the program itself. Apple's scam guidance gives the same advice.
5. Block the number and report it in the spam numbers directory.

What if I've already given them access?

Act quickly and in this order. Nobody's judging you: this trick is designed to feel like a normal support call.

1. Disconnect the computer from the internet. Turn off Wi-Fi or unplug the cable. That cuts the remote session if it's still open.
2. Call your bank now on the number on your card or in its app, never one the scammers gave you. Explain that someone had remote access, ask them to lock your cards and online banking if needed, and go through recent transactions together. If you logged into your bank during the call, this comes first.
3. Uninstall the remote access program and look for anything else you don't recognise that was installed the same day.
4. Change your passwords from a different, clean device, such as your phone: email first, then banking and other important accounts. Turn on two-step verification wherever it's offered. Treat any passwords saved in that computer's browser as compromised.
5. Scan the computer with reputable antivirus software. If they had control for a long time or installed things you can't identify, have a technician you trust check it or restore it after backing up your files.
6. Get support. The Australian Cyber Security Hotline (1300 292 371) can help with cyber incidents, and IDCARE (1800 595 160) offers free identity and cyber support, including what to do if your ID documents were seen.

How do I report it?

Report it to police through ReportCyber, reachable from the AFP's cybercrime page, and to Scamwatch. Have ready:

• The number they called from (or the one in the pop-up), the date and time.
• The name and company they claimed to represent.
• The name of the program they had you install.
• Receipts and screenshots of any bank transactions.

Give your bank the ReportCyber reference too: it helps with any dispute. If you're in danger, call 000. You can also tell the company being impersonated: Microsoft has its own channel for reporting tech support scams on its website.

How do I protect myself next time?

• Remember the golden rule: if someone calls to say your computer has a problem, it's a scam. Every time.
• Talk to older relatives about it. This scam hits older and less tech-confident people hardest. Agree on something simple: "if anyone asks you to install something on the computer, hang up and call me."
• Keep your system and browser updated and use legitimate antivirus. Updates arrive by themselves, not over the phone.
• Don't save banking passwords in the browser and turn on two-step verification for email and banking.
• Use a call filter. Apps like NoCall warn you when other people have already reported a number.

Frequently asked questions

Can Microsoft or Apple really call me? Only if you've already opened a support request and asked for a call back. Never out of the blue to say your device is infected.

They called but I didn't install anything. Am I at risk? If you didn't install anything or give out codes or banking details, there's no harm done. Block the number and report it.

Are AnyDesk and TeamViewer dangerous? No, they're legitimate tools used by plenty of businesses. The problem is who you give the code to. Only give remote access to someone you know, whom you contacted first.

Now someone's calling saying they can get my money back. Is that real? Almost certainly a second scam, often by the same people. No legitimate service asks for an upfront fee to recover lost money. Hang up and add it to your police report.

In short

The fake Microsoft technician doesn't fix anything: they buy your trust with fear and cash it in from your own computer. Hang up, install nothing and read out no codes. If they've already been in: disconnect, call your bank, change passwords from another device, clean the computer and report it. And if one of these numbers has called you, report it in the NoCall spam numbers directory.