Remote access apps let someone else see and control your computer. They're legitimate tools used by IT departments and helpful relatives, but they're also the main tool behind tech support scams. If a stranger talked you into installing one, don't panic, but do act now. Here's what to do, in order.
Microsoft, Apple, your bank and government agencies don't cold-call you to fix your computer. Microsoft also says its real error messages never include a phone number. If someone asks you to install a remote access app, hang up and contact the company through its official website.
How the scam usually works
- Fake security alerts: a browser pop-up claims your PC is infected and shows a "support" number to call. Sometimes it locks the screen or plays alarms.
- Cold calls: someone claiming to be from Microsoft, your internet provider or your bank says your computer is sending errors or has been hacked.
- Refund scams: they say you're owed a refund, ask you to log in to your bank while they're connected, then claim they "over-refunded" you and pressure you to send money back.
- Fake invoices: an email about a subscription renewal you never ordered, with a number to call to cancel.
Common apps they ask for include AnyDesk, TeamViewer, RustDesk and other "remote support" tools. The apps aren't the problem; letting a stranger connect is.
1. Cut the connection immediately
- Disconnect from the internet: unplug the network cable or turn off Wi-Fi.
- Close any remote access window that's open.
- Hang up and don't take their calls back.
2. If money moved or you shared financial details
Speed matters. Call your bank or card issuer using the number on the back of your card, tell them it's fraud, and ask them to block or reverse transactions and watch your accounts. If you bought gift cards, contact the card company right away too.
3. Find and remove remote access apps
- Go to Settings > Apps > Installed apps and uninstall any remote tool you don't recognize, such as AnyDesk, TeamViewer or RustDesk.
- Check the hidden icons area (the ^ arrow) on the taskbar for any leftover remote app.
- Open Task Manager (Ctrl + Shift + Esc), go to Startup apps, and disable anything unfamiliar.
Quick Assist is built into Windows and doesn't need to be removed, but never give its code to someone you don't know.
4. Scan for malware
In Windows Security > Virus & threat protection > Scan options, run a Full scan, then a Microsoft Defender Offline scan. If you can't be confident the PC is clean, back up your files and reinstall Windows. Our antivirus guide covers Defender in more detail.
5. Change passwords from a different device
Use a device the scammer never touched.
- Change passwords for email, banking, shopping and any account you used while they were connected. Start with email, since it can reset everything else.
- Turn on two-step verification wherever you can.
- If they saw ID documents or your Social Security number, consider a credit freeze with the credit bureaus.
6. Report it
- United States: report to the FTC at reportfraud.ftc.gov and to the FBI's Internet Crime Complaint Center at ic3.gov.
- Microsoft impersonation: report it at microsoft.com/reportascam.
- Elsewhere: contact your national police fraud reporting service or consumer protection agency.
Reporting helps even when money can't be recovered, because it helps authorities track the operations.
FAQ
I installed the app but never gave them the code.
If you never allowed a connection, the risk is low. Remove the app and run a scan anyway.
Can I see what they did while connected?
Some apps keep connection logs, but they're hard for most people to interpret. If they were connected, assume they could have done anything and follow every step above.
Is remote help from family okay?
Yes, when it's someone you know and you asked for help. End the session when you're done and turn off any unattended or automatic access.