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Beth Levin 1f9c3baeb7 Updates

2018-07-31 11:11:40 -07:00

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title, description, keywords, ms.prod, ms.mktglfcycl, ms.sitesec, ms.localizationpriority, ms.author, author, ms.date

title	description	keywords	ms.prod	ms.mktglfcycl	ms.sitesec	ms.localizationpriority	ms.author	author	ms.date
Tech Support Scams	Learn about how supply chain attacks work, deliver malware do your devices, and what you can do to protect yourself	security, malware	w10	secure	library	medium	ellevin	levinec	07/13/2018

Tech support scams

Tech support scams are an industry-wide issue where scammers use scare tactics to trick you into paying for unnecessary technical support services that supposedly fix contrived device, platform, or software problems.

How tech support scams work

Scammers may call you directly on your phone and pretend to be representatives of a software company. They might even spoof the caller ID so that it displays a legitimate support phone number from a trusted company. They can then ask you to install applications that give them remote access to your device. Using remote access, these experienced scammers can misrepresent normal system output as signs of problems.

Scammers might also initiate contact by displaying fake error messages on websites you visit, displaying support numbers and enticing you to call. They can also put your browser on full screen and display pop-up messages that won't go away, essentially locking your browser. These fake error messages aim to trick you into calling an indicated technical support hotline. Note that Microsoft error and warning messages never include phone numbers.

When you engage with the scammers, they can offer fake solutions for your “problems” and ask for payment in the form of a one-time fee or subscription to a purported support service.

How to protect yourself from tech support scams

If you receive an unsolicited email message or phone call that claims to be from Microsoft or another company asking that you to send personal information or click links, either hang up the phone or ignore or report the email.

Microsoft does not send unsolicited email messages or make unsolicited phone calls to request personal or financial information, or to fix your computer.
Unless you are absolutely sure you can trust the caller or the sender, do not share personal information, click links, or install applications when requested.

Any communication Microsoft has with you must be initiated by you.
Download software only from official vendor websites or the Microsoft Store. Be wary of downloading software from third-party sites, as some of them might have been modified without the author’s knowledge to bundle support scam malware and other threats.
Use Microsoft Edge when browsing the Internet. It blocks known support scam sites using Windows Defender SmartScreen (which is also used by Internet Explorer). Furthermore, Microsoft Edge can stop pop-up dialogue loops used by these sites.

Don’t call the number in the pop-ups. Microsoft’s error and warning messages never include a phone number.
Enable Windows Defender Antivirus on Windows 10. It detects and removes known support scam malware.

What to do if you already gave information to a tech support person

If you have already engaged and paid for fake support:
Uninstall applications that scammers have asked you to install. If you have given scammers access, consider resetting your PC.
Run a full scan with Windows Defender Antivirus to remove any malware. Apply all security updates as soon as they are available.
Change your passwords.
Call your credit card provider to reverse the charges, if you have already paid.
Monitor anomalous logon activity. Use Windows Defender Firewall to block traffic to services that you would not normally access.

Reporting tech support scams

Help Microsoft stop scammers, whether they claim to be from Microsoft or from another tech company, by reporting tech support scams:

www.microsoft.com/reportascam

You can also report any unsafe website that you suspect is a phishing website or contains malicious content directly to Microsoft by filling out a Report an unsafe site form or using built in web browser functionaliry.

Microsoft Edge: If you encounter a suspicious site, click More [...] > Send feedback
On Internet Explorer: Click the gear icon, point to Safety, and then click Report unsafe website.

Microsoft’s Digital Crimes Unit uses customer reports to investigate, take action against criminals, and make referrals to law enforcement when appropriate.

Government reporting

You can contact your local government scam reporting department, such as the following:

In the United States, you can report tech support scams with the Internet Crime Complaint Center (IC3) or use the FTC Complaint Assistant form.
In Canada, the Canadian Anti-Fraud Centre can provide support.
In the United Kingdom, you can report fraud as well as unsolicited calls.
In Australia, you can use the ScamWatch website to report a scam.

Get help

When you receive a phone call or see a pop-up window on your PC and feel uncertain whether it is from someone at Microsoft, don’t take the risk. Reach out directly to one of our technical support experts dedicated to helping you at the Microsoft Answer Desk.

Popular scam types

There are several forms of tech support scams, all of which aim to trick you into believing that your computer needs to be fixed and you need to pay for technical support services.

Phone scams

In this type of scam, scammers call you and claim to be from the tech support team of Microsoft or other vendors. They then offer to help solve your computer problems.

Scammers often use publicly available phone directories, so they might know your name and other personal information when they call you. They might even guess what operating system you're using.

Once they've gained your trust, they might ask for your user name and password or ask you to go to a legitimate website to install software that will let them access your computer to fix it. If you install the software and provide credentials, your computer and your personal information are vulnerable.

Although law enforcement can trace phone numbers, perpetrators often use pay phones, disposable cellular phones, or stolen cellular phone numbers. Treat all unsolicited phone calls with skepticism. Do not provide any personal information.

If you receive an unsolicited call from someone claiming to be from Microsoft Support, hang up. We do not make these kinds of calls.

For further information, watch this video on staying safe from call scams:

Web scams

Tech support scam websites make you believe that you have a problem with your PC. You may be redirected to these websites automatically by malicious ads found in dubious sites, such as download locations for fake installers and pirated media.

These websites can use any of the following tactics to convince you that there is a problem with your PC that needs fixing:

A fake blue screen error
A fake Windows activation dialog box
Various fake system errors
Supposed malware infection or malicious activity

They can also use the following techniques to further make their claim believable:

Put the image or your browser on full screen, making the error appear as though it’s coming from Windows instead of the web page
Disable Task Manager
Continuously display pop-up windows
Play audio message

All these techniques are meant to persuade you to call the specified tech support number. In contrast, the real error messages on Windows 10 don’t ask you to call a tech support number.

For further information, watch this video on staying safe from web browser scams:

Other forms of support scams

Some tech support scams may also come in the form of malware. When run, these malware may display fake error notifications about your computer or software, similar to tech support scam websites. However, because they are programs that are installed on your computer, scammers will likely use them to perform other malicious actions, such as steal data or install other malware.

Scammers may also use other ways to reach you, such as email or chat. These email or chat messages may resemble phishing emails; however, instead of pointing to phishing sites designed to steal credentials, the links lead to tech support scam websites.