How to Avoid a Tech Support Scam: One Retiree’s Story (FTC Video Guide)

A warning pops up and fills the screen: your computer is infected, call this number now. It even shows a familiar company logo. In this FTC video, a retiree explains how that exact pop-up led him to hand a stranger control of his computer. Our guide covers the warning signs and what to do if it happens to you.

From the Federal Trade Commission (FTC) · Part of our Online Safety Video Library

What the video shows

A retired consultant describes how a pop-up claiming his computer had viruses blocked his screen and would not go away, even after a restart. He called the number, and the people who answered said they were from a well-known tech company.

They asked to take control of his computer to ‘clean’ it. The next day, he couldn’t access his files. An FTC attorney explains that these scams cause enormous losses and often use familiar company names. The retiree says that talking about it, filing complaints, and warning his neighbors helped him, and them.

Key takeaways

• Real security warnings from your computer’s maker don’t ask you to call a phone number.
• Never give remote access to someone who contacted you first, by pop-up, call, or email.
• A pop-up that won’t close is a browser trick, not proof of a virus.
• Feeling embarrassed is normal, but talking about it protects others.
• Report tech support scams to the FTC and your state attorney general.

If a scary pop-up appears

1. Do not call the number or click anything in the pop-up.
2. Close the browser. If it won’t close, restart the computer or, on Windows, use Task Manager to end the browser.
3. If you are worried about a real problem, run the security software you already have, or contact a repair shop or the company using a number from its official website.
4. Tell a family member what you saw, so they know to expect it on their devices too.

If you already gave someone access or paid

1. Disconnect the computer from the internet.
2. Run a full scan with trusted security software, or have a local repair shop check the computer.
3. From a different, trusted device, change passwords for email, banking, and any account you used on that computer.
4. Call your bank or card company using the number on your card to dispute any charges and watch for new ones.
5. Report it at ReportFraud.ftc.gov. Be wary of anyone who later calls offering a ‘refund’; that is often the same scam again.

Common questions

Does Microsoft or Apple ever call people about viruses?

Big tech companies do not make unsolicited calls or show pop-ups asking you to phone them about viruses.

I searched online for tech support and called the first number. Could that be a scam?

It could. Scammers buy ads that look like real support listings. Go to the company’s official website directly to find its support options.

They offered a refund and asked me to log in to my bank. What now?

Hang up. Refund offers are a common second step in tech support scams.

Related guides

• How to Spot a Fake Tech-Support Pop-Up
• Tech Support Scams: How They Work and How to Stop Them
• Phishing, Malware, and Ransomware: What’s the Difference?
• Gift Cards Are Only for Gifts

About this video

This video was produced by the Federal Trade Commission (FTC), a U.S. government agency, and plays from the agency’s own channel. Juggling Chaos wrote this summary and guide; we are not affiliated with or endorsed by the agency. Some details on screen, such as phone models or web addresses, may look dated, but the advice still applies. Checked October 7, 2026.

The FTC’s full guidance is at How to Spot, Avoid, and Report Tech Support Scams.