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.
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.
Check the warning separately
A browser pop-up asking you to call a number, install software or allow remote access is a scam warning sign. Do not use its links, buttons or phone number.
A familiar name does not prove a warning is genuine, and an unfamiliar name does not prove it is fake. Open the security tool already installed on the computer yourself, rather than through the warning. If you are unsure, get help through contact details you find independently.
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 you already responded
Disconnect from the internet if you are worried they still have control. From another trusted device, contact your bank immediately if you paid, shared banking details, used online banking during the session or think the person could have accessed it. Change affected passwords from that trusted device too.
You'll know how to avoid the pop-up's instructions and choose safer next steps.
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.
- Report and recover from malware · Australian Signals Directorate
Supports trusted-device recovery after software installation or remote access.