Part of our Scam Spotlight series — plain-language breakdowns of specific phishing and scam patterns we see, building on our Understanding Spam and Phishing Emails (Basics) article.
A pop-up suddenly fills your screen — often while browsing — claiming your computer is infected with a virus, or you get an email or call claiming to be from “Microsoft Support,” “Apple Support,” or your antivirus provider. It urges you to call a phone number immediately, or click a link to “fix” the problem. If you call, a “technician” will try to get you to install remote-access software so they can take control of your computer, then either charge you for fake “repairs” or use the access to steal information.
On-screen pop-up:
WARNING! Your computer has been infected with 3 viruses. Your personal data, passwords, and banking information are at risk. Call Microsoft Certified Support immediately: 1-800-555-0182. Do not restart your computer or you may lose all your files.
A pop-up that won't let you leave normally, sometimes even resizing to fill the whole screen or blocking the close button.
A phone number front and center. Real security software never asks you to call a phone number to fix an infection.
Threats about losing files if you restart — meant to prevent you from simply closing the browser or rebooting, which usually clears the pop-up completely.
Companies like Microsoft and Apple do not proactively call you or show pop-ups asking you to call them about a virus.
Don't call the number and don't click anything in the pop-up.
Close the browser using your task manager if needed (Ctrl+Alt+Delete on Windows, Cmd+Option+Esc on Mac) rather than trying to click buttons inside the pop-up.
Restart your computer normally — this almost always clears the issue completely.
If you're genuinely concerned about a virus, run a scan using antivirus software you installed yourself, or contact a trusted local computer repair service directly.
If it arrived by email, forward it to abuse@usfamily.net.
If you called the number, allowed remote access, or paid for “support”:
Disconnect the computer from the internet and, if possible, turn it off until it can be checked by someone you trust.
Contact your bank or card issuer immediately if you provided payment information.
Change your important passwords from a different, unaffected device — including your email password. See How Do I Change My Email Password?
Consider having the computer professionally checked for remote-access software before using it for anything sensitive again.
Understanding Spam and Phishing Emails (Basics)
Scam Spotlight: 'We Have Your Password' Extortion Emails
My Mailbox Was Hacked — What Happens Next?