What to do when a pop-up or a call says your computer is infected and tells you to phone a number.
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A pop-up or caller that says your computer is infected and tells you to call a number is a scam, and real security warnings never ask you to call. Don’t call, don’t click anything inside it, and don’t let anyone take control of your computer. Close the browser (Alt+F4 on Windows, Option+Command+Esc to force quit on a Mac). If you already called or paid, contact your bank or card company right away, change your passwords, and report it at ReportFraud.ftc.gov.
Red screen. Loud alarm. A phone number.
Yeah, we know that feeling. Here is how it usually goes: you are reading something online, the whole screen turns into a warning, a voice starts talking, and the page will not close. It says your computer is infected, your files are at risk, and you need to call right now.
Take a breath. That page was built to make you panic, and there is a calm way out. This guide shows what is really going on, how to close it, and what to do if you already picked up the phone.
Is a pop-up that says my computer is infected real?
If it tells you to call a number, no. Two rules from the FTC cover almost every case:
Real tech companies don’t call, text, or email you first to say there is a problem with your computer.
Real security pop-ups never ask you to call a phone number.
Microsoft says the same about its own messages. Its error and warning messages never include a phone number, and if you didn’t ask for help, it won’t call you.
These are the signs of a fake warning, according to the FTC:
It shows up inside your web browser.
It may imitate a blue error screen or a trusted antivirus program.
It wants you to call a toll-free number.
It urges you to call immediately.
It threatens that you may lose your personal data if you don’t.
Why can’t I close it?
Microsoft lists a few tricks that make a web page feel like your computer is locked:
They put the browser in full screen, so the page looks like it is coming from Windows.
They keep showing new pop-up windows.
They play audio messages.
Some even disable Task Manager.
Usually it is only the web page, not your computer. A few of these scams do arrive as malware that is actually installed on the machine, which is why we suggest a scan afterwards.
What do I do right now?
Do these in order, and stop as soon as the warning is gone.
Do not call the number, do not click anything inside the pop-up, and do not type anything into it. You should see: the pop-up is still there. That is fine.
On Windows, press Alt and F4 together. Press them again if the browser doesn’t close. If the page is full screen, press F11 first, then close the tab. You should see: the browser window disappears.
Still there? Press Ctrl, Shift, and Esc together to open Task Manager. Click your browser in the list, then choose End task.
On a Mac, press Option, Command, and Esc together, pick your browser in the list, and choose Force Quit.
Nothing responds? Restart the computer. If it won’t restart normally, hold the power button until it turns off. Use that only as a last resort, because forcing a computer off can cause problems of its own.
Open the browser again like normal. The warning is usually gone.
On Windows, run a scan. Search for Windows Security in the Start menu, select Virus & threat protection, then Quick scan.
On a Mac, update your security software and run a scan too. Not sure how? We can walk you through it.
Then tell someone. The FTC says talking it over with a friend, family member, or neighbor can help you see that it is a scam.
What if it was a phone call, a text, or an email?
Same rules. The FTC says these scams also start with a call or text from someone pretending to be a computer technician from a well-known company. Microsoft adds that scammers can fake caller ID so it shows a real support number, and they often know your name from public phone directories.
If you didn’t ask for the call, hang up. If you want to check, contact the company yourself with a number you know is real, not the one that called or texted you.
What if I already called?
First, this is not your fault. People who do this work at it all day. Here is what to do, in order:
Hang up and stop talking to them.
If they had you install anything so they could connect to your computer, uninstall it.
If you paid by card, call your card company or bank, tell them what happened, and ask them to reverse the charge. If you sent a wire or bank transfer, call your bank right away and ask them to recall the funds. The FBI says time is of the essence.
Change your passwords, starting with any you gave them and any you reuse on other sites. Our guide to modern password alternatives is here: How to Secure Your Online Accounts.
On Windows, run a full scan with Windows Security and install all Windows updates (Settings, then Windows Update, then Check for updates).
Report it at ReportFraud.ftc.gov. If you lost money, also file a report at IC3.gov, whatever the amount. The FBI says a report may help it work with banks to freeze stolen funds.
If they had control of your computer, have someone you trust check it before you use it for banking. Microsoft says resetting the computer may be the best option in some cases. That is a big step that can go wrong, so get a trusted technician to look first.
How do these scammers get paid?
They want money that is hard to get back. The FTC says scammers push gift cards, wire transfers, bank transfers, cryptocurrency, and payment apps, because paying that way is like handing over cash. Microsoft says it will never ask you to pay for support with crypto or gift cards. In the FBI’s 2025 data, more than $1.2 billion of the money lost to tech support scams involved cryptocurrency.
If anyone asks you to pay for computer help with a gift card, crypto, or a wire transfer, you are talking to a scammer.
It can get worse than a fake virus
Some scammers keep going. After they get into your computer, they pretend to find that your accounts were hacked, or that your name is tied to a serious crime. Then they hand you to a fake “government” helper who says your money is at risk and you must move it to protect it: withdraw cash, put it in a “federal safety locker,” or buy gold and give it to someone.
That is how you know it is a scam. Nobody who works for the government will tell you to move your money to protect it. There is no such thing as a federal safety locker, and no agency demands payment in cash or gold. The FBI’s 2025 report tracks this too: scams where couriers collect cash and precious metals from victims of tech support and government impersonation scams were tied to about 725 complaints and $311.8 million in losses.
Another version skips the pop-up. You get a text or email saying you were charged hundreds of dollars to renew a tech support subscription, and you must call within 24 hours to dispute it. Check your card or bank. If there is no such charge, the message was a scam, so ignore it and delete it. If you think it might be real, contact the company with a number you know is real, never the one in the message.
How common is this?
More than most people expect. The FBI’s Internet Crime Complaint Center received 47,794 tech support scam complaints in 2025, with reported losses of about $2.13 billion. That made it the third most costly crime type in the FBI’s report. A year earlier it was 36,002 complaints and about $1.46 billion. People 60 and older filed more than 21,000 of the 2025 complaints and reported more than $1 billion in losses.
Florida is part of this picture. It ranks third in the country for total reported cybercrime losses ($1.6 billion) and second for losses reported by people 60 and older ($709.8 million). Those Florida numbers cover all kinds of online crime, not only tech support scams, and they only count what people reported.
How do I get real tech support without getting scammed?
Start with someone you know and trust. The FTC says not to rely on an online search alone, because scammers also try to show up in search results and ads. Many software companies offer support online or by phone, and stores that sell computers often have in-person help. Use the contact details on the company’s own website, never a number from a pop-up, a text, or an ad.
How do I keep this from happening again?
Keep your security software and your computer’s updates current.
Download software only from official sources, like the company’s own site or your computer’s app store.
Show this page to a parent, a neighbor, or a friend. The FTC says telling someone could help them spot the same scam.
If you want to know more about what antivirus can and can’t do, read Antivirus Explained. If you think something already got in, read How to Know If Your Computer Has a Virus.
Keep this on the fridge
Real warnings never ask you to call a number.
Nobody real calls, texts, or emails first about a problem with your computer.
Never give anyone control of your computer.
Never pay with gift cards, crypto, or a wire transfer.
Not sure? Close it and ask someone you trust.
Want a second pair of eyes? Use this prompt.
Copy this into your favorite chatbot and fill in the brackets. Leave the phone number out of it.
“Here is the text of a pop-up (or a call, text, or email) I got: [paste the wording, without the phone number]. Does this match a tech support scam as described by the FTC? What should I do next? Do not tell me to call any number in it.”
Check what it tells you against ftc.gov/techsupportscams. If you have any questions that AI can’t resolve for you, let us know.
Preguntas frecuentes
Does a real security warning ever tell me to call a number?
No. The FTC says real security pop-up warnings never ask you to call a phone number. Microsoft says its error and warning messages never include one, and that it doesn’t make unsolicited support calls or send unsolicited emails.
The caller knew my name and the number looked real. Could it still be a scam?
Yes. Scammers can fake caller ID so it shows a real company’s support number, and they often use public phone directories, so they may know your name. If you didn’t ask for the call, hang up and contact the company yourself with a number you know is real.
I paid with a gift card, crypto, or a wire. Can I get it back?
Call your bank or card company right away and ask them to recall or reverse the payment, then file a report at IC3.gov. The FBI says time is of the essence. Payments like these are hard to reverse, so there are no promises, but speed helps.
Can a pop-up really lock my computer?
Usually it is just the web page. Scammers put the browser in full screen, keep new pop-ups coming, and play alarm sounds so it feels locked. Some scams do arrive as malware on the computer, which is why a scan afterwards is a good idea.
Not sure what’s on your screen?
Tell me what it says. The Free Look and Listen is a free call where we talk it through, and if it helps, we take a look at your setup. We help businesses and homes across Estero, Bonita Springs, Fort Myers, Naples, and Cape Coral.
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