Scam Spotlight: Tech Support Scams

What is a tech support scam?

A tech support scam happens when someone falsely claims your device or account has a problem and pressures you to grant remote access, share sensitive information, or make a payment. Scammers often reach people through alarming pop-ups, unsolicited phone calls, texts, emails, or search ads that appear to come from reputable companies.

They may impersonate any type of the following personnel appearing to offer support or assistance:

• Computer support (Microsoft or Apple)
• Virus software
• Banking
• Utility companies
• Cable and internet companies
• Cryptocurrency exchanges

Common tactics

Scammers commonly use alarming on-screen warnings that say your device is infected and provide a phone number to call. They may contact you out of the blue pretending to be from Microsoft, Apple, your internet provider, “security,” or even your bank. Once engaged, they push you to install remote-access software or screen-sharing tools, apply urgent pressure to act immediately, and demand payment through non-standard methods such as gift cards, cryptocurrency or Bitcoin ATMs, wire transfers, money orders, or cash by mail. They may also instruct you to keep the conversation secret and not involve your bank.

How legitimate support operates

Legitimate companies do not reach out unexpectedly to tell you that your device is infected or your account is compromised, and they will not ask for your banking passwords or one-time passcodes. They will encourage you to hang up and call back using a number you find yourself on the company’s official website. They also will not request payment via gift cards, cryptocurrency, or other hard-to-trace methods.

What to do if you see a suspicious pop-up or receive a contact

Do not call the number in a pop-up or message and do not click links within it. Close your browser; if it will not close, restart the device. Do not install any software or grant remote access based on unsolicited instructions. If you want to verify a claim, navigate to the company’s official website on your own and use its published support number.

If you already clicked, called, or paid

• Immediately disconnect from the internet and end any remote session. Change passwords for email, banking, your Apple ID or Google account, along with any other online accounts you believe may have been compromised.  Also, enable multi-factor authentication where available
• Update your system and run a reputable security scan
• Contact your bank right away so accounts can be secured and recent activity reviewed
• Report the incident to the Federal Trade Commission at reportfraud.ftc.gov and to your state Attorney General
• Keep all documentation, emails, texts, and logs of communications

Prevention tips

• Reduce risk by keeping your operating system, browsers, and security software up to date
• Use a password manager to maintain strong, unique passwords and turn on multi-factor authentication for critical accounts
• Seek help only through official websites and phone numbers you locate yourself
• Never let someone claiming to be tech support to have remote access to your computer
• Know that legitimate companies will never call you and offer tech support out of the blue
• Consider discussing these risks with family members—particularly seniors and students—who are often targeted
• Be wary. Handle all unexpected, inbound communications with caution
• Real tech support departments will never ask you to pay with gift cards, cryptocurrency, or bank wire transfers

Need help?

If you are uncertain about any alert, message, or call, contact your local branch or our main number before taking action. We can help you verify whether a request is legitimate and take steps to protect your accounts.  Our job is to help our customers protect their money, let us help!