Tech Support Scams

In today’s world, it’s crucial to protect ourselves from those who seek to exploit us. Tech support scams ranked among the top five scams reported to the FBI and were the most reported type of fraud targeting the elderly in 2023.¹

How Do Tech Support Scams Operate?

Tech support scams can occur through many channels, including virtual methods like phone calls, pop-up messages, paid ads on search engines, as well as physical interactions in the workplace. Scammers use social engineering tactics to trick victims into divulging personal information or money. It is important to equip yourself with the knowledge needed to recognize and avoid these types of scams.

Here’s an example of a tech support scam:

Linda is doing some research for a project when a pop-up message appears on her screen with an alarming message:

“Computer Scan - Warning! Suspicious activity is detected on your computer. Contact a live technician now. 1-888-685-9322”

The message seems urgent and official. Playing on her sense of panic, Linda calls the number.

“Thank you for calling support. You are speaking with James. How can I help?”

The person who answered sounded professional and concerned. Linda began to explain what the pop-up message said. James replied,

“We are getting a lot of calls about this issue. You don’t want to mess around with that attack. You might lose a lot of financial data. To fix this issue, I need you to download a specific program that will allow me to remotely access your system and remove the virus.”

What Linda didn’t realize was that she had fallen victim to a tech support scam. The pop-up message, urgent phone call, and remote access request were all part of a deceptive social engineering scheme designed to exploit her fears and gain control of her computer.

Various Techniques of Tech Support Scams

Another technique used in tech support scams involves a pop-up message that instructs you to download a software update by visiting a website rather than call a number. This site could be malicious and prompt you to install software that falsely claims to remove a virus.

Scams can also occur through cold calls, where the phone number may be spoofed, falsely displayed to appear like it’s from a legitimate tech company. These scammers may offer to resolve the issue for a fee or gift card.

Beware of Workplace Imposters

Another tactic attackers use in tech support scams is posing as IT support at the workplace. They may claim to be there to download updated virus protection on your computer. They might also use technical jargon to sound credible and create a sense of urgency. It’s crucial to verify the identity of anyone claiming to provide tech support before allowing them access to your computer or network. Always contact your IT department or security team if you have any doubts.

Steps to Protect Yourself

• Ignore pop-up warnings: If a pop-up window on your computer is shown, do not call the number or click the link. Real security warnings and messages will never ask you to call a phone number or click on a link. If you can’t close a browser or get rid of a fake virus, try to restart your computer.
  
• Legitimate tech companies: Real tech companies will not contact you by phone, email, or text message to tell you there’s a problem with your computer.
  
• Visit official websites: Always visit the company’s site by typing the address directly into the search bar instead of clicking on a link.
  
• Guard your credentials: You should never be asked for your credentials. If you have given out your credentials, change your password immediately. Avoid giving out personal or financial information until you have verified the legitimacy of an alert or company.
  
• Be cautious with remote access: Always verify the identity of anyone before giving them remote access to your computer. If you have given someone remote access, make sure you do not log into your bank account or any other sensitive accounts.
  
• Be cautious with downloads: Do not download or install any software unless you are certain it is legitimate by only downloading from trusted websites and official sources. Don’t let an unknown, unverified person have access to your computer or device.
  
• Verify identity: Always verify the identity of the person and the updates they are performing. Tech support should use their own credentials whenever possible, but if they are using your login, ensure you are present either physically or virtually. You should log out of all personal accounts. If you feel uncertain about the situation, you can always say you are busy and leave. For example, you might say;
  
  • “I’m currently tied up with something. Can I swing by your desk later? By the way, what’s your name again?”
  • “I’m in the middle of something important right now. Can I call you back? Could you remind me of your name?”

Tech support scams, like any other cyber-attack, are all too common. Attackers are skilled at exploiting our emotions to make us fall victim. Remember, it is crucial to act quickly to protect yourself and others. By staying informed and cautious, you’ll be better prepared to protect your information and significantly reduce the risk of falling prey to these scams.