Question 1

A pop-up says my computer is infected and to call a number. Is it real?

Accepted Answer

No. It's a web page pretending to be a warning. Real security warnings never ask you to call a phone number. Close the tab or the browser, and if it won't close, restart the computer.

Question 2

Will Microsoft or Apple ever call me about my computer?

Accepted Answer

No. They don't call people out of the blue about viruses or problems with their computer. Anyone who does is a scammer, however official they sound. Hang up.

Question 3

I let someone connect to my computer. What do I do?

Accepted Answer

Disconnect from the internet first (turn off Wi-Fi or unplug the network cable). If you paid or gave card or bank details, call your bank straight away. From a different device, change your e-mail and banking passwords. Then have the computer checked: people who connect remotely often leave software behind so they can come back.

Question 4

I paid a scammer with gift cards. Can I get the money back?

Accepted Answer

Contact the company that issued the gift card right away, with the card and receipt, and tell them it was used in a scam: the sooner, the better the chance. Report it to the FTC at reportfraud.ftc.gov. If you paid by card or bank transfer, call your bank too.

Question 5

How do I know if my computer has a virus?

Accepted Answer

Signs include new toolbars or a different home page, pop-ups when no browser is open, programs you didn't install, a computer that suddenly got much slower, and friends getting odd messages from you.

Question 6

Do I need to buy antivirus?

Accepted Answer

For most people at home, the protection built into Windows (Windows Security), kept up to date, is enough together with care about what you click and install. Paid extras are a choice, not a must. Businesses usually need more, like managed protection and backups.

Question 7

How much does virus removal cost?

Accepted Answer

Virus or scam clean-up starts from $75, and most take 1 to 2 hours. We tell you what it takes before we start.

Question 8

Can you remove a virus without erasing my files?

Accepted Answer

Usually, yes. If resetting Windows turns out to be the safest way, we tell you first and back up your files with your OK.

Question 9

Is this e-mail a scam?

Accepted Answer

Warning signs: urgency ("your account will be closed today"), a sender address that doesn't match the company, links that don't go where they claim, and requests for passwords, codes or payment. When in doubt, go to the company's website yourself instead of using the link.

Question 10

I got a text about an unpaid toll or a package. Is it a scam?

Accepted Answer

Very often, yes. Don't tap the link. Check your toll or delivery account by typing the company's address yourself. On most phones you can report the text as junk, or forward it to 7726 (SPAM).

Question 11

My e-mail or Facebook was hacked. What do I do first?

Accepted Answer

From a device you trust, change the password and turn on two-step sign-in. Check the recovery phone number and e-mail haven't been changed, and warn your contacts not to trust recent messages from you.

Question 12

Is it safe to let a tech connect to my computer remotely?

Accepted Answer

Only when you're the one who called, using a number you found yourself, like the one on a company's own website. Never let in someone who contacted you first, no matter how helpful they sound.

Question 13

How can I protect an older parent from scams?

Accepted Answer

Agree on a simple rule together (never pay or let anyone in without calling family first), set up two-step sign-in, and keep their computer and phone updated.

Virus and scam questions, answered