Online safety, scams and privacy
A pop-up says your computer is infected: what should you do?
What to do when a scary pop-up says your computer has a virus or asks you to call support.
What you will learn
You'll know how to avoid the pop-up's instructions and choose safer next steps.
Before you continue
Do not call phone numbers, install software or share remote-access codes shown in a scary pop-up.
Stop and seek help urgently if you allowed remote access, paid money, shared card details or entered account passwords.
Do not call the number
A scary pop-up may claim your computer is infected, locked or being watched. It may show a phone number or tell you to install support software.
Do not call the number from the pop-up.
Do not install remote-access software
A real support person should not appear out of nowhere and ask to control your computer. Do not install an app, share a code or give permission because a pop-up tells you to.
Close the browser tab or window if you can.
If the pop-up will not close
Try closing the browser. If the page keeps taking over the screen, restart the computer normally. Do not click buttons inside the warning just to make it go away.
After restarting, avoid restoring the same browser session if it reopens the warning.
Run a trusted security check
Use the security software already on the computer or the built-in security tools from your operating system. Update the computer when it is safe to do so.
Do not download a cleaner or antivirus tool from the pop-up.
If someone already had access
Disconnect from the internet if you are worried they still have control. From another trusted device, contact your bank if payment details were shared and change important passwords.
What to expect
You avoid calling the pop-up number, avoid giving remote access and know when to get help.
Sources and further reading
- Protect yourself from tech support scams · Microsoft Support
Supports warning signs and safe responses to fake support pop-ups.
- Malware · Australian Signals Directorate
Supports malware warning signs and the need for trusted recovery steps.