Tech Support Scams: What to Do When Someone Says Your Computer Has a Problem
How Older Canadians Can Recognize Fake Microsoft, Apple, and Other Technology Support Scams
A message suddenly appears on your computer warning that your device has been hacked.
A phone call follows. The person says they are from Microsoft, Apple, your internet provider, or a technical support department. They sound professional and may even know your name.
They tell you that your computer is infected and that you need to act immediately.
Stop.
You may be dealing with a tech support scam.
These scams are designed to make an ordinary computer problem—or sometimes a completely fake one—feel like an emergency.
The goal is usually to convince you to give someone remote access to your device, reveal passwords or security codes, install software, or send money.
The Canadian Anti-Fraud Centre identifies tech support fraud as a form of service fraud in which criminals may use alarming pop-ups or unsolicited calls, claim that a computer has been hacked or infected, request remote access, and demand payment for supposed repairs.
For a broader look at how today's most common scams work—and the five warning signs that apply across all of them—see our guide, How Older Canadians Can Recognize, Avoid, and Report Today's Most Common Scams. This article goes deeper into one of the most common types: the fake tech support call.
For older Canadians who use computers, smartphones, tablets, and online services to stay connected and independent, knowing how this particular scam works can make it much easier to avoid.
What Is a Tech Support Scam?
A tech support scam occurs when someone falsely claims to be helping you solve a technology problem.
The scammer may pretend to represent:
Microsoft or Apple
Your internet or telecommunications provider
A computer manufacturer
A cybersecurity company
A familiar technology service
A technical support department
They may contact you by telephone, email, text message, or through a pop-up warning on your screen. The story varies, but the objective is often the same: get you to trust them before you have time to verify who they are.
How Tech Support Scams Usually Work
1. You receive an alarming warning. A pop-up may claim that your computer has a virus, that your personal information is at risk, or that you need to call a number immediately. Many fraudulent tech-support warnings are simply web pages designed to frighten you into calling. A pop-up is not proof that your computer has actually been scanned or that a virus has been detected.
2. Someone tells you there is a serious problem. The caller may say your computer has been hacked or infected, using technical-sounding language such as "we have detected suspicious activity" to make the situation seem credible—even when the underlying problem doesn't exist.
3. They ask for remote access. The scammer may instruct you to download software that allows them to control or view your computer remotely. Remote-access software has legitimate uses; the danger is allowing an unexpected caller to direct you to install it. Once connected, the scammer may point to harmless files or ordinary system messages and describe them as proof your computer has been hacked.
4. They ask for money or sensitive information. The final step may involve payment for supposedly necessary repairs, or a request for your password, banking information, credit-card details, security codes, or other personal information. Payment may be requested through gift cards, cryptocurrency, wire transfers, or prepaid cards—all major warning signs on their own.
The Warning Signs Specific to This Scam
Be particularly cautious when someone:
Creates urgency: "You must fix this right now."
Claims to have detected a problem you didn't know about.
Tells you to call a number shown in a pop-up.
Asks you to install remote-access software.
Requests passwords, banking information, or security codes.
Asks for payment using gift cards, cryptocurrency, wire transfers, or prepaid cards.
Tells you not to contact anyone else.
The appearance of a familiar company name does not make the interaction legitimate. Scammers can make phone numbers, websites, emails, and caller ID appear convincing. If someone unexpectedly contacts you about a computer problem, don't rely on the contact information they provide—contact the company yourself using information you find independently, such as through its official website or documentation you already have.
Stop, Disconnect, Verify, Talk
If a warning tells you to call a number, download software, or provide personal information, the same four-step rule that applies to any unexpected scam applies here:
Stop. Don't make the payment, give the password, or follow the caller's instructions. Don't call the number in the pop-up. Don't click links in the warning.
Disconnect. Close the browser or application if you can do so safely, hang up, or end the remote session.
Verify. Contact the company or a trusted technology professional independently—never using contact information the caller or pop-up provided.
Talk. Ask someone you trust for help before you act, especially if you feel pressured or unsure.
You don't have to determine whether the caller is a scammer while you're still on the phone with them. You can simply stop.
If You Already Gave Them Access or Information
Don't assume it's too late to protect yourself. If you gave an unknown person remote access to your computer, or shared sensitive information, act in this order:
End the remote session and disconnect from the internet—turn off Wi-Fi or unplug the Ethernet cable if you can do so safely.
Don't use that computer for banking or entering passwords until it has been checked by a trusted technician.
Have a trusted technician inspect the device and remove any remote-access software the scammer installed.
Change your passwords from a different, trusted device, and enable two-factor authentication where available.
Contact your bank or credit union immediately if you shared financial information or made a payment.
Report the incident. Contact your local police service and the Canadian Anti-Fraud Centre through the CAFC's Fraud Reporting System or by calling 1-888-495-8501. The CAFC accepts reports even if no money was lost. Save evidence such as screenshots, emails, phone numbers, and receipts.
If money or financial information was involved, acting quickly matters most. Contact your financial institution first, then report to police and the CAFC.
If You Paid the Scammer
Contact your bank or financial institution immediately and explain what happened—depending on how the payment was made, they may be able to advise you on next steps. Don't be embarrassed about reporting the incident. Scammers deliberately create fear, urgency, and confusion; being deceived does not mean someone was careless or unintelligent. Reporting helps authorities track which scams are circulating and may help protect others.
Be especially cautious afterward if someone contacts you claiming they can recover your money for a fee. The CAFC warns that previous fraud victims are often targeted again through recovery scams.
How Family Members Can Help
Family members can make technology safer without taking away an older adult's independence. Instead of "you can't trust anything online," try establishing a simple family rule: "If a warning tells you to act now or call a number, pause and call me first." This creates a safety net without requiring anyone to understand every new technology threat.
It also helps to keep a small "cheat sheet" near the computer, established before an emergency—not supplied by someone who unexpectedly calls or appears in a pop-up:
Official support websites or contact information
A trusted family member's contact information
A trusted technician's contact information
Technology Confidence Is Part of Staying Independent
Technology allows many older adults to manage appointments, banking, communication, entertainment, transportation, and everyday tasks from home. The answer to technology scams isn't avoiding technology altogether—it's having the confidence to recognize when something doesn't look right, and knowing where to turn for help.
At EverHome Concierge, technology assistance can include one-on-one support with smartphones, tablets, computers, video calls, email, and other everyday technology. When something unexpected appears on a device, having a trusted person who can help you understand what you're seeing can make it easier to pause rather than react.
Common Questions
Can Microsoft or Apple remotely detect a virus on my computer and call me?
An unexpected call claiming to have detected a problem should be treated cautiously. Don't rely on the caller's identity or the number they provide—independently verify the organization before taking action.
Should I call the phone number in a virus warning?
Not simply because the warning tells you to. Find legitimate support information independently instead.
Is it safe to give technical support remote access?
Remote access can be legitimate when you have deliberately contacted a trusted provider and understand who is accessing your device. Be extremely cautious when an unexpected caller asks you to install remote-access software.
What if the caller knows my name or computer information?
That doesn't prove the caller is legitimate. Scammers may obtain personal information from public sources, previous interactions, data breaches, or other sources, and caller ID can be spoofed.
What should I do if I'm unsure whether a technology warning is real?
Stop interacting with the warning and don't use the contact information it provides. Find help independently through a trusted person, legitimate support channel, or technology professional.
Where do I report a tech support scam in Canada?
Contact your financial institution immediately if money or financial information was involved. Report the incident to your local police service and to the Canadian Anti-Fraud Centre at 1-888-495-8501 or through their online reporting system.
The Most Important Thing to Remember
A frightening computer warning is designed to make you react. You don't have to.
Close the message. Hang up. Disconnect. Take a breath. Then verify the problem independently.
Technology should help you stay connected and independent—not leave you feeling pressured, frightened, or powerless. If someone unexpectedly tells you that your computer is in danger, your safest first response may simply be to stop.
For more on recognizing the warning signs shared across today's most common scams, read How Older Canadians Can Recognize, Avoid, and Report Today's Most Common Scams.
Comments