Start with the pattern, not a guess
Remote control changes the scope because the stranger may have viewed the screen, installed software, copied information, changed settings, or used an already signed-in account. Disconnect the affected computer, list the remote tools and accounts that were open, protect email and financial access from a separate trusted device, and preserve the event timeline before removing evidence.
Practical checks and decisions
Work from observation to one controlled change at a time. Stop when the next step could risk data, accounts, electrical safety, or additional hardware damage.
Disconnect the computer and end communication with the scammer
End the contact and do not use a phone number, link, download, or payment instruction supplied by the warning. Preserve the message, number, receipt, software name, and order of events.
Contact banks or payment providers through known official channels
From a separate trusted device, protect email and financial access first. Contact banks and account providers through independently verified channels and change only credentials that may have been exposed.
Change exposed passwords from a separate trusted device
Disconnect unexpected remote access and do not continue arguing with the caller. Record whether the person saw the screen, installed software, opened accounts, received a code, or obtained payment information.
Arrange computer review and check accounts for unfamiliar access or forwarding rules
Review active sessions, forwarding rules, recovery methods, installed remote tools, and unfamiliar transactions. The response should match the access that actually occurred, not the scammer’s claims.
When a professional diagnosis makes sense
Get help promptly when money, passwords, email, remote access, or unfamiliar account activity may be involved. Preserve a timeline, end contact with the suspected scammer, and make urgent account changes from a separate trusted device.
For hands-on or remote help, explore the service options related to this issue, or browse the Help Center for another guide.
