Tech-Support Scams

What is a tech-support scam?

Scammers often make unexpected contact, pretending to be from well-known tech companies. Tech support scams aim to convince you that there's an issue with your devices or internet connection. They abuse this trust to install malicious software or gain access to your devices under the guise of providing support for an issue that doesn't exist.

If you think you’ve been the target of a tech-support scam you can contact Netsafe for advice and guidance.

Our helpline is free, confidential and available 7 days a week.

Report online

Email [email protected]

Text 'Netsafe' to 4282

Call 0508 638 723 8am-8pm weekdays, 9am-5pm weekends

New Zealanders overseas can call +64 9 666 0840

How do tech-support scams show up?

Cold-call scams

It’s common to believe your device has slowed down or has a problem. Receiving a call offering help can be reassuring, but tech scammers mis-use this trust to conduct their remote-access scams.

They may scare you into believing something is wrong and convince you to install 'remote access software' which lets them access your computer or network from another location.

Scammers might suggest the following scenarios:

You have a virus harming your devices or network.
They can offer a free software upgrade assessment.
They propose to check your device’s security.
There will be a disconnection of your internet if access isn’t granted.
There are problems with your software.
There are issues with your networking devices or internet connection.
They can help upgrade your internet connection.

It's critical to stay vigilant and cautious when receiving unexpected communications regarding your technology.

Pop-ups and online ad scams

Scammers might use scare tactics with online ads or pop-ups that impersonate legitimate antivirus companies or tech organisations.

These notifications claim you have a virus or suspicious activity and may redirect you to a fake website or ask for personal information, potentially installing viruses on your computer.

Why do tech scammers want remote access to your device?

Tech scammers aim to make money by gaining remote access, through:

Acquiring online banking details: Scammers can siphon money directly from your accounts without your knowledge in an Online Banking Scam.
Persuading payments for fake services: They may coerce you into paying for non-existent services or security checks.
Obtaining credit card details: They may also try to obtain payments via alternative methods like gift cards.
Targeting personal information: Scammers might seek copies of your passports or driver’s licences for identity theft, using the information for fraud or selling it to criminal entities.

Solutions and support

What to do if you're contacted by a tech-support scammer

Hang up: Politely say no thanks and end the call.
Don’t engage: Avoid trying to trick the scammer or telling them off.
Verify: If unsure, hang up and call the organisation using their official number.
Ignore pop-ups: Avoid clicking on virus warnings or pop-ups from websites.
Open your antivirus to review legitimate warnings.
Report it to Netsafe.

How to avoid a tech-support scam

Watch out for these signs that could indicate you’re being targeted by a scammer:

Scammers often claim they’re from large corporations like Microsoft, Chorus, Spark, or Google. These companies do not make unsolicited calls to inform you about issues with your computer or connection.

Tech companies won’t ask you to pay to receive support. Reputable companies won't ask for payment via gift cards or cryptocurrency.

Real antivirus warnings won’t display a contact number. If you see such notifications, run a malware/virus scan on your device or use trusted antivirus software.

Tech companies won’t ask for remote access. Avoid downloading software or visiting websites recommended by strangers over the phone.

I've given someone remote access - what should I do?

If you suspect there may be malware on your device, it is advisable to consult with a professional IT specialist who can identify and remove the malware for you.

Disconnect from the internet: Turn off your Wi-Fi (/online-safety-at-home/secure-your-home-wi-fi)router to prevent the scammer from maintaining control.
Uninstall applications: Remove any software installed at the scammer’s direction.
Change passwords: Use a different device to change passwords(/online-safety-at-home/how-to-choose-a-good-password) for banking, social networking, email, and trading accounts. Always use strong passwords with a combination of uppercase and lowercase letters, numbers and symbols.
Run security scans: Perform a thorough security scan to detect any malware on your device. Malicious software(/online-safety-at-home/anti-virus-software), known as malware, can pose significant threats, including data breaches and system vulnerabilities. If scammers had access to your device, they might have installed malware on it. Malware is software designed to damage, harm, or gain unauthorised access to a computer system.
Notify your bank: Alert your bank if you use online banking and monitor your accounts for suspicious activity.
Seek professional help: If you’re still concerned, disconnect the device from the internet and seek advice from a computer specialist.

Report tech-support scams

If you think you’ve been targeted by a tech-support scam, inform your friends and family to help them avoid falling victim.

You can contact Netsafe seven days a week for free, confidential and non-judgmental advice about an online issue impacting you or someone you know.

Whilst we cannot investigate or track scammers, we can provide advice on steps you can take to stay safe and what to do if you think you’ve been scammed.

Report online

Email [email protected]

Text 'Netsafe' to 4282

Call 0508 638 723 8am-8pm weekdays, 9am-5pm weekends

New Zealanders overseas can call +64 9 666 0840