Guide · 4 min read
Let a scammer into your computer? What to do now
If a caller talked you into installing remote access software, act quickly. Steps to disconnect, protect your bank accounts and make the computer safe again.
It happens to careful, intelligent people. A caller sounds official and patient, there is a genuine-looking warning on the screen, and before long a stranger is moving your mouse and opening your files. Feeling embarrassed is normal, but it is not your fault, and the most important thing now is to act quickly and calmly.
This guide sets out what to do in order of priority: cut the connection, protect your money, secure your accounts and then deal with the computer itself. Work through it step by step, keep notes as you go, and do not let anyone who calls back talk you out of it.
From $60 + GST ($69 incl. GST) for remote help, no call-out fee
Quick checklist
- Disconnect the computer from the internet
- Hang up and do not take further calls from them
- Call your bank using the number on your card
- Change your email password from another device
- Turn on two-step verification for key accounts
- Have the computer checked before using it again
- Report the scam to CERT NZ
Step one: cut the connection
Disconnect the computer from the internet straight away. Unplug the network cable, or turn off Wi-Fi from the taskbar or menu bar. If you cannot work out how, switch off the router at the wall. Do not shut the computer down if you can avoid it, because a technician may want to see what was installed, but make sure it cannot reach the internet. If the scammer is still on the phone, hang up. They may ring back with a new story, claiming to be from the bank or the police. Do not engage.
Step two: protect your money
If you logged into online banking while the scammer was connected, or gave them card or account details, ring your bank now using the number on the back of your card or on its official website. Explain that someone had remote access to your computer. The bank can freeze accounts, block cards and watch for unusual transfers. Do this before anything else on this list, even if you do not think they saw anything. Scammers often hide the screen or show a fake refund while they move money in the background.
Step three: secure your accounts from another device
Assume anything typed or saved on that computer may have been seen. Using a different, trusted computer, change the password for your email first, because email is the key to resetting everything else. Then change banking, shopping and any other important passwords. Use a new password for each one rather than variations of the old ones. Turn on two-step verification wherever it is offered. Check your email settings for forwarding rules or new recovery addresses the scammer may have added, and sign out of all other sessions.
- Email account password and recovery details
- Online banking and payment service logins
- Saved passwords in the web browser
- Shopping, government and social media accounts
- Any password manager master password
Step four: deal with the computer
Remote access tools such as AnyDesk, TeamViewer, UltraViewer and similar programs are legitimate software, which is why scammers use them. Simply uninstalling one is not enough, because the caller may have set up a second way back in, created a new user account, installed something that records keystrokes or changed security settings. The computer needs a careful check of installed programs, startup items, scheduled tasks and user accounts, followed by a full malware scan. In some cases the safest option is to back up personal files and reinstall the operating system from scratch, so nothing hidden can survive.
Step five: report it and watch for follow-ups
Report what happened to CERT NZ, which tracks these scams and offers guidance, and to Netsafe if you would like support. Keep notes of the phone number that called, the name they used, the software they installed and any amounts taken, as your bank and the police may ask. Be especially wary of anyone who contacts you afterwards offering to recover your money. Recovery scams target people who have already been caught once, and they are run by the same groups.
When to call a technician
Book a technician as soon as your bank is notified and the computer is offline. We will check for remote access tools, hidden user accounts, keyloggers and changed security settings, remove what does not belong, or back up your files and reinstall if that is safer. We also check email forwarding rules, secure your passwords and set up two-step verification so the same people cannot get back in.
From $60 + GST ($69 incl. GST) for remote help, no call-out fee
Related services
Virus & Scam RemovalPop-ups, scam calls and nasty software cleaned up.Remote IT SupportSoftware, email, printing and account problems fixed over a secure remote connection, with an onsite visit booked if needed.Backup Setup & Disaster RecoveryBackups that follow the 3-2-1 rule and are restore-tested.Common questions
Can I just uninstall the remote access program?
It helps, but it is rarely the whole job. Scammers often install more than one tool, add a user account or leave software that captures passwords. A thorough check of the whole system, or a clean reinstall, is the reliable way to be sure they are gone.
They only had access for a few minutes. Is that serious?
A few minutes is enough to install software, copy saved passwords from the browser or open online banking. Treat it as serious regardless of how short the session seemed, and work through every step in this guide.
Will I lose my photos and documents?
Usually not. Scammers are generally after money, not your files. Before any clean-up or reinstall, personal files are backed up and copied back afterwards. If you already have a backup, keep that drive unplugged until the computer has been checked.
How can I tell a real support call from a scam?
Microsoft, Apple and your internet provider do not ring people out of the blue about viruses or hacked connections. If someone calls and asks to connect to your computer, hang up and contact the company yourself using details from its official website or your bill.
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