Tech Support Scams: Protecting Seniors from Fake Microsoft and Apple Calls

Tech support scams cost Americans over $800 million annually, with seniors losing more money per incident than any other age group. These scams are devastatingly effective because they exploit both fear of technology and trust in familiar company names like Microsoft and Apple.

This guide will help you understand how these scams operate, teach your parent to recognize them, and know what to do if they've already fallen victim.

How Tech Support Scams Work

Scammers use several approaches to reach victims. Understanding their tactics helps you protect your parent.

The Unsolicited Phone Call

The phone rings. The caller says they're from "Microsoft Technical Support" or "Windows Security." They claim your parent's computer is infected with a virus, sending error messages, or has been hacked.

How it progresses:

1. Caller creates urgency and fear about computer security
2. They ask your parent to let them "see" the problem by installing remote access software
3. Once connected, they may show fake "evidence" of problems (normal system files made to look suspicious)
4. They offer to "fix" the problems for a fee (usually $200-$500 or more)
5. They collect payment, often by credit card or gift cards
6. While connected, they may also steal personal information or install actual malware

The Pop-Up Warning

Your parent is browsing the internet when suddenly their screen fills with an alarming message:

• "YOUR COMPUTER HAS BEEN INFECTED!"
• "SECURITY ALERT: Call Microsoft immediately at 1-888-XXX-XXXX"
• "Your files will be deleted in 5 minutes!"
• Loud alarm sounds or robotic voice warning

These pop-ups are designed to prevent closing them normally. They may freeze the browser or display fake "blue screen of death" errors. The phone number connects to scammers.

The Tech Support Search Result

Your parent searches for help with a real computer problem ("how to fix slow computer" or "printer not working"). Scammer websites appear in search results or paid ads, displaying fake phone numbers that connect to fraudulent "support."

The Email Warning

An email arrives claiming to be from Microsoft, Apple, or Norton, warning of security issues or subscription problems. Links lead to fake websites or phone numbers that connect to scammers.

Red Flags: How to Spot Tech Support Scams

Always Scams:

• Unexpected calls claiming to be from Microsoft, Apple, or your internet provider about computer problems
• Pop-up warnings with phone numbers to call
• Anyone asking for remote access to your computer after contacting you
• Requests for payment by gift cards, wire transfer, or cryptocurrency
• Pressure to act immediately or face disaster
• Claims they detected viruses or problems on your computer remotely

Other Warning Signs:

• Poor grammar or spelling in messages
• Caller refuses to let you hang up and call back
• They can't verify their identity when you ask questions
• Payment requested before any work is done
• Pop-ups that won't close normally
• Threats about arrest, fines, or legal action related to computer issues

What to Do in the Moment

If Your Parent Receives a Scam Call

1. Hang up immediately. No need to be polite or explain. Just hang up.
2. Don't press any buttons. Even pressing "1 to be removed from the list" confirms your number is active.
3. Don't call back. Even if they leave a callback number.
4. Block the number. Though scammers often use spoofed numbers.

If a Scary Pop-Up Appears

1. Don't call the number displayed. It goes to scammers, not real tech support.
2. Don't click anything in the pop-up. Not even the "X" to close it.
3. Try to close the browser:
   • Press Alt+F4 (Windows) or Cmd+Q (Mac) to force-close the browser
   • Or open Task Manager (Ctrl+Alt+Delete on Windows) and end the browser process
   • Or simply hold the power button to shut down the computer
4. After restarting: Clear browser cache and run legitimate antivirus scan

If Your Parent Already Engaged with Scammers

Don't panic, but act quickly. The steps depend on how far the scam progressed.

If They Gave Remote Access to Their Computer

1. Disconnect from the internet immediately. Unplug the ethernet cable or turn off WiFi.
2. Turn off the computer.
3. Have a professional check the computer for malware, spyware, and unauthorized changes. Consider a trusted local repair shop or services like Geek Squad.
4. Change ALL passwords from a different, unaffected device (phone, tablet, another computer). Include:
   • Email accounts
   • Banking and financial sites
   • Social media
   • Any other important accounts
5. Enable two-factor authentication on important accounts
6. Monitor financial accounts closely for unauthorized activity

If They Made a Payment

Credit or debit card:

• Contact the card issuer immediately to report fraud
• Request a new card number
• Dispute the charge and request a chargeback

Gift cards:

• Contact the gift card company (Apple, Google, Amazon, etc.)
• Report the card numbers as used in a scam
• Recovery is unlikely but sometimes possible if reported quickly

Wire transfer:

• Contact the bank or wire service immediately
• Recovery is difficult but sometimes possible if caught very quickly

Cryptocurrency:

• Unfortunately, crypto payments are typically unrecoverable
• Report to the FBI's Internet Crime Complaint Center (IC3)

Report the Scam

Reporting helps authorities track and stop scammers:

• FTC: ReportFraud.ftc.gov
• FBI: ic3.gov (Internet Crime Complaint Center)
• Microsoft: microsoft.com/reportascam
• Apple: reportphishing@apple.com
• Local police: File a report, especially if significant money was lost

Protecting Your Parent Going Forward

Technical Protections

Install ad-blocking software:

• uBlock Origin is free and effective
• Blocks many malicious pop-ups before they appear

Use reputable antivirus software:

• Windows Defender (built into Windows) is adequate for most users
• Paid options like Norton, McAfee, or Bitdefender offer additional features
• Avoid "free" antivirus from unknown sources

Enable pop-up blocking:

• Built into most browsers (Chrome, Firefox, Safari, Edge)
• Check browser settings to ensure it's turned on

Use call-blocking services:

• Phone carrier services (often free)
• Apps like Nomorobo, RoboKiller, or Truecaller
• Register with the National Do Not Call Registry (donotcall.gov)

Establish Yourself as Tech Support

One of the best protections is establishing yourself (or a trusted family member or local service) as your parent's go-to for computer help.

• Tell them: "If anyone calls about your computer, hang up and call me."
• Make it clear you're happy to help with computer questions
• Set up remote access (like TeamViewer) so you can help without being there
• If they need professional help, research local options together

Education and Conversation

Have direct conversations about scam awareness:

• "Microsoft/Apple will never call you." Say this clearly and often.
• "Never let someone you don't know access your computer."
• "Call me before paying anyone for computer help."
• "Scary pop-ups are just tricks—they can't actually hurt your computer."

Practice scenarios:

• "What would you do if someone called saying your computer has a virus?"
• "What would you do if a pop-up said to call a number?"

Finding Legitimate Tech Support

Your parent will occasionally need real computer help. Here's how to find legitimate support:

Direct from the Company

• Microsoft: support.microsoft.com
• Apple: support.apple.com or visit an Apple Store
• For other brands: Go directly to the company's website (type it yourself, don't search)

Local Services

• Local computer repair shops with established reputations
• Best Buy's Geek Squad
• Office Depot/Staples tech services
• Word-of-mouth recommendations from friends

What Legitimate Tech Support Looks Like

• You contact them, they don't call you out of the blue
• They don't demand immediate payment
• They explain what they're doing in terms you can understand
• They provide written estimates before work
• They don't use high-pressure tactics
• They accept normal payment methods (not gift cards)

If Your Parent Was Scammed: Helping Them Cope

Scam victims often feel ashamed and may try to hide what happened. Your response matters.

What NOT to Say

• "How could you fall for that?"
• "I told you to be careful."
• "That was obviously a scam."

What TO Say

• "These scammers are professionals. They trick thousands of people."
• "I'm glad you told me. Let's figure out what to do."
• "This isn't your fault. Scammers are very sophisticated."
• "You're not alone—this happens to a lot of smart people."

Why This Matters

If your parent feels judged or ashamed, they may:

• Hide future scam attempts instead of asking for help
• Not report the scam, letting criminals continue
• Become isolated and vulnerable to future scams

Resources

Report Scams

• FTC: ReportFraud.ftc.gov
• FBI IC3: ic3.gov
• Microsoft: microsoft.com/reportascam

More Information

• AARP Fraud Watch Network: aarp.org/fraud
• FTC Consumer Information: consumer.ftc.gov
• Do Not Call Registry: donotcall.gov

If You Need Help

• AARP Fraud Helpline: 877-908-3360
• Identity Theft Resource Center: 888-400-5530