Tech Support Scams: The Pop-Up, the Remote Access and the "Refund" Trick
A pop-up says your computer is infected, a friendly agent takes control of your screen, and then a "refund" goes wrong. Here is how tech support scams work and how to shut them down.
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📐 Figures verified Sep 28, 2026 against the FBI Internet Crime Complaint Center's 2025 Internet Crime Report and the FTC's guidance on tech support scams. Reported losses undercount the real total; most scams are never reported.
Tech support scammers pose as Microsoft, Apple, your bank or your internet provider, convince you something is wrong, then get remote access to your computer and your accounts. Complaints to the FBI rose to 47,794 in 2025, with $2.13 billion lost. A pop-up with a phone number is never real support: close it, and never let an unexpected caller into your computer.
Numbers That Matter
| Figure | Amount | Source | Verified |
|---|---|---|---|
| Tech and customer support complaints to the FBI, 2025 | 47,794, up from 36,002 in 2024; $2.13 billion lost | FBI IC3 2025 report | Sep 28, 2026 |
| Warning signs | Pop-ups or calls that say your device is infected, with a number to call | FTC | Sep 28, 2026 |
| Where to report | The FTC, at ReportFraud.ftc.gov | Federal Trade Commission | Sep 28, 2026 |
| What to do next | Contact whoever moved the money, then update security software and passwords | FTC | Sep 28, 2026 |
How Tech Support Scams Work
It starts with a pop-up that freezes your browser and flashes a warning, often with a loud alarm and a phone number; a call from someone who says they are from Microsoft, Apple or your internet provider; or a search result or ad for "customer support" that leads to a fake number. The person on the line is calm and helpful, and asks you to install a program so they can see your screen.
Once they are in, they "find" problems, charge for fake repairs or subscriptions, and look at your bank accounts. A common twist is the refund trick: they say you were overpaid a refund, make a transfer between your own accounts look like extra money arrived, then pressure you to send the "excess" back by wire, gift card or crypto. Some move on to posing as your bank's fraud department or a government agent and tell you to move all your money to "protect" it.
The Tells
- A pop-up or call that says your computer is infected or hacked and gives a number to call. Real companies don't do that.
- A request to install remote-access software or read out a code.
- A "refund" that arrived by mistake and must be returned.
- Payment by gift card, wire, crypto or a payment app for a repair or subscription.
- A hand-off to someone from "your bank" or "the government" who tells you to move money.
The Script to Get Out
Don't call the number in a pop-up; close the browser, or restart the computer if it won't close. If someone calls you, say "I don't accept support calls" and hang up. If you need help, go to the company's official website yourself, or ask a local shop or someone you trust.
If You Let Them In or Paid
Disconnect the computer from the internet and shut it down, then, from another device, call your bank and change your email and banking passwords. Get the computer checked or reset before using it for money again. Call whoever moved any payment, report to the FTC and the FBI's ic3.gov, and ignore anyone who offers to get your money back for a fee.
Worked Example
- The start: a pop-up says your computer has a virus and to call "Microsoft Support." The agent installs a screen-sharing app and sells you a $299 "security plan."
- The twist: an hour later they call back: they refunded $2,900 by mistake instead of $299. Your checking balance shows $2,900 more, because they moved it from your savings while they had access.
- The ask: send the $2,601 "difference" back in gift cards or a wire, today.
- The truth: no refund arrived. It was your own money, moved between your accounts, and anything you send is gone.
An illustration of the refund trick the FTC describes.
Decision Rules
If this, then that
- If a pop-up says to call a number → close it; real warnings never include a phone number
- If someone calls offering to fix your computer → hang up
- If anyone asks for remote access → say no unless you contacted the company yourself at an official number
- If you already let them in → disconnect, then call your bank from another device
Mistakes to avoid
- Searching for "support" and calling the first number in an ad.
- Returning a "refund" that arrived by mistake.
- Paying for repairs or subscriptions with gift cards or crypto.
- Keeping the remote-access app installed afterward.
Related: First 24 Hours After a Scam gives the recovery steps in order; the Fraud Map shows reported losses per resident in every state; and the Scams & Fraud Protection hub collects every guide.