How do i know if a tech support call is a scam?

Scams & Phishing KB-1342

Summary

This guide helps you troubleshoot and resolve: How do i know if a tech support call is a scam?. Follow the steps below to fix the issue.

Quick Tip: Need immediate assistance? 💻 Open a Ticket

Common Causes

Tech support scams typically begin with an unsolicited phone call, email, or browser pop-up claiming that your computer is infected with malware, has a security vulnerability, or requires urgent maintenance. The caller or message often pretends to be from a well-known technology company or your internet service provider. Their goal is to convince you to grant them remote access to your device so they can steal sensitive data, install malicious software, or charge you for unnecessary services.

Quick Fix Steps

Hang up immediately if you receive an unexpected call claiming to be from technical support.
Close any browser pop-up that warns your device is infected and instructs you to call a phone number.
Do not provide remote access to your computer to anyone who contacts you unsolicited.
Do not share passwords, banking details, or personal information over the phone.
If you are unsure, contact your IT provider directly using a phone number you know is legitimate.

Detailed Instructions

Recognising Common Scam Tactics

Unsolicited phone calls claiming your computer is sending error messages or has a virus.
Pop-up windows that freeze your browser and display a phone number for "immediate assistance."
Callers who use pressure tactics, urgency, or threats to convince you to act quickly.
Requests to install remote access software such as TeamViewer, AnyDesk, or Chrome Remote Desktop.
Requests for payment via gift cards, cryptocurrency, or wire transfer.

Verifying a Legitimate Support Request

Ask for the caller's name, organisation, and a callback number.
End the call and look up the organisation's official contact details independently.
Call the organisation back using the number from their official website, not the number provided by the caller.
Confirm whether they actually initiated contact with you.
If the caller cannot be verified, treat the interaction as a scam.

If You Have Already Granted Remote Access

Disconnect your device from the internet immediately by unplugging the Ethernet cable or turning off Wi-Fi.
Restart your computer in Safe Mode.
Run a full scan using your installed antivirus or security software.
Change passwords for any accounts that may have been accessed, including email, banking, and business systems.
Contact your financial institution if you provided payment details or made a payment.
Report the incident to Scamwatch via the Australian Competition and Consumer Commission.

Legitimate technology companies will not call you out of the blue to report problems with your computer. If you did not initiate the support request, treat any unsolicited contact with suspicion.

Never allow an unverified caller to remotely access your business devices. Once a scammer has remote access, they can install keyloggers, steal client data, or lock you out of your own systems.

If you host with us, you don't need to do this yourself — just Open a Ticket and our Brisbane team will get it sorted. If you suspect you have been targeted by a tech support scam or need assistance securing your devices, Open a Ticket with our Brisbane support team.

Still Having Issues?

Need more help? If the issue persists after trying these steps, please open a support ticket and our team will assist you.

💻 Open a Ticket