Tech Support Scams in the UK: How to Spot Them
How fake tech support scams work in the UK, the warning signs in calls, pop-ups and emails, and what to do if you have already let someone in.
Tech support scams succeed because they borrow the language of help. A frightening message, a confident voice and a plausible problem combine to make a sensible person do something they would not normally do. Knowing the pattern is the best defence.
How the scams usually work
Most follow one of a few scripts:
The cold call
Someone phones claiming your broadband, computer or bank has detected a fault, virus or hacker. They ask you to switch on your computer and follow steps that end with you giving them remote access.
The pop-up or locked screen
A browser window fills the screen with warnings, alarms and a phone number to call. The page is only a web page and does not mean your computer is infected.
The refund or subscription trick
You receive an email or call saying you have been charged for a software subscription and are owed a refund. To "process" it, they ask you to log in to your bank and, supposedly by accident, "send too much money", which you must return.
The search result trap
You search for a company's support number and click a paid advert that is not actually theirs. The number connects you to a fraudulent call centre.
Warning signs
- Contact you did not start. Genuine firms do not ring out of the blue to fix computer faults.
- Urgency and fear. "Act now or lose your data" is pressure, not information.
- A request for remote access or to install a program.
- Payment demands in gift cards, cryptocurrency or transfers to a "safe" account.
- Secrecy. Being told not to speak to your bank or relatives.
- A phone number inside a warning message. Real system warnings do not ask you to call anyone.
What to do instead
- Hang up or close the page. You do not owe a stranger politeness.
- Do not call numbers in pop-ups or emails. If you worry about an account, use the number on your card or an official statement.
- Close the browser by force if needed, using the task manager or restarting the computer, then clear the browser's recent session if it offers to restore it.
- Run a security scan and check your browser for unfamiliar extensions or notifications.
- Talk to someone. A second opinion from a relative or trusted technician breaks the spell.
If you have already let them in
Act quickly and calmly:
- Disconnect the computer from the internet and shut it down.
- Call your bank straight away on a number you trust if you gave any card or login details or sent money.
- Change passwords for email, banking and shopping from a different, clean device.
- Have the computer checked by someone reputable, which may include a clean reinstall. See virus removal costs.
- Report it to the relevant UK fraud reporting services.
You are not foolish. These operations are organised and persuasive. The key is to move fast and not let embarrassment delay you.
Checking a legitimate technician
Genuine help looks different. You contact them, you agree the job and price in advance, you decide how they access your device and you can end the session. Our guides on staying safe with remote access and finding a trustworthy technician describe what good practice looks like.
If you want someone local, Compito lets you search by postcode, compare ID-verified providers and send a request describing the issue. You receive an offer you can accept and pay for online, and you can message the provider before anything begins. See our safety guidance.
Helping family members
Older relatives are frequent targets. Practical steps include agreeing a family rule that nobody gives access to anyone who calls, writing the real numbers for the bank and broadband provider on a card by the phone and having a trusted person to call. Our article on tech help for seniors has more.
A worked example: the "refund" call
The phone rings and a calm voice says a software subscription is being renewed for a large sum and a refund is due. The caller asks you to open your computer and "confirm" your details through a website. Midway, the page shows more money than promised was refunded, and the caller asks you to send the difference back "by mistake" to a gift card or transfer. Each step feels small. The right move was available at the very start: end the call and phone your bank on the number on your card.
Scripts and the tell in each
| Script | What they say | The tell |
|---|---|---|
| Virus alert | "Your computer is sending errors to us" | Nobody monitors your computer from outside |
| Broadband fault | "Your internet will be disconnected" | Providers do not threaten like this |
| Refund | "Overpaid, please send back" | Refunds do not require you to send money |
| Bank fraud team | "Move your money to a safe account" | Banks never ask this |
| Fake support site | A paid advert with a number | The number is not on the official site |
Rules worth writing down
- I do not let anyone control my computer unless I contacted them first.
- I never move money because someone phoned me.
- I do not read out codes.
- I hang up and call back on a number I look up myself, on a different phone if possible.
- Nothing is so urgent that it cannot wait ten minutes while I talk to someone I trust.
Afterwards
Report the attempt, even if you did not lose money, as it helps others. Tell friends and family, since people who have been targeted once are often targeted again.
Frequently asked questions
Can a website really lock my computer?
A web page can fill your browser and make it hard to close, but it cannot take control of your machine on its own. Closing the browser or restarting usually clears it.
Will my bank refund me if I was scammed?
Outcomes vary depending on the circumstances and how the payment was made. Contact your bank immediately and describe exactly what happened.
How do I know a call is genuine?
If you did not expect it, end the call and contact the organisation using a number you find independently. Genuine callers will not mind.