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Step-by-step guide · Scams & security

Someone called saying they're from Microsoft or Apple?

Last reviewed: October 2026, against Microsoft, Apple and FTC pages · Phone calls, voicemails and callbacks · Works for any device.

The phone rings and someone says they're from Microsoft, Apple, Windows support or a well-known security company. They say your computer has a virus, has been hacked or is “sending errors,” and they want to help fix it right now. This is a scam. Microsoft and Apple don't make calls like this.

⚡ The short version

  1. Hang up. You don't need to be polite or explain. Microsoft says: if you get an unsolicited call from someone claiming to be Microsoft Support, hang up.
  2. Don't install anything, give remote access, share a code or password, or pay, especially with gift cards, a wire transfer, cryptocurrency or a payment app.
  3. Don't trust the caller ID. Scammers can make a real company's name and number show up on your screen.

Already let them in or paid? Skip to If you already gave access or paid.

How the call usually goes

  • The caller says they're from Microsoft, Apple, Windows, your internet provider or a security company, and that your computer has a problem. They may already know your name, because scammers use public phone directories.
  • They ask you to go to a website and install a program so they can “take a look.” These are often real remote-control (screen-sharing) apps used for a bad purpose.
  • Once connected, they show you normal Windows or Mac screens and say they're proof of a virus. They're not.
  • They offer to “fix” it for a fee or a support plan, or ask you to sign in to your bank so they can “refund” you.
  • Some go further and claim your accounts are hacked or linked to a crime, then pass you to a fake “government agent” who tells you to move or withdraw your money to “protect it.” The FTC says it will never tell you to transfer your money to “protect it.” Our advice: treat anyone who says this as a scammer, whoever they claim to be.
Two things to remember (from the FTC): real tech companies won't phone, email or text you to say there's a problem with your computer, and real security warnings never ask you to call a phone number.

Signs it's a scam

  • You didn't contact them first.
  • They want remote access to your computer or phone.
  • They ask for a password, a verification code or your bank login. Apple says it will never ask for your password, device passcode or two-factor code, or ask you to turn off security features.
  • They want payment by gift card, wire transfer, cryptocurrency or a payment app. Microsoft says it will never ask you to pay for support in gift cards or cryptocurrency.
  • They rush you, threaten you, or tell you not to hang up or call anyone else.

Step by step: what to do

  1. Hang up

    If they call back, don't answer. Block the number if you like (see how to block a number), but expect them to call from a different one.

  2. Worried there really is a problem? Check it yourself

    Contact the company using a phone number or website you know is real, such as support.microsoft.com or support.apple.com, typed in yourself. Don't use any number the caller gave you. On Windows, you can also run a scan with Windows Security (Start → search “Windows Security” → Virus & threat protection → Quick scan).

  3. Talk to someone you trust

    The FTC suggests telling a friend, relative or neighbor. Saying it out loud often makes the scam obvious.

  4. Report the call

    If you can, note the number on your caller ID (even if it might be fake), any number they told you to call back, and the date and time.

If you already gave access or paid

Don't be embarrassed; these callers are practiced and convincing. Our pop-up guide has the full recovery steps, which are the same for a phone call: what to do if you already called, let them in, or paid. In short:

  1. Disconnect the computer from the internet if they're still connected.
  2. Contact your bank, card company, gift card company or payment app right away and ask them to reverse the payment.
  3. Uninstall any program they had you install, then run a full scan in Windows Security.
  4. Change your passwords from a different device, starting with your email.
  5. Gave your Social Security number? Go to IdentityTheft.gov.
Watch out for the follow-up call. Someone may call later offering to get your money back for a fee. That's a refund scam. Hang up.

Related scam guides: Scary pop-up says your computer is infected? · Someone called saying they’re from Microsoft or Apple · Is this text, email or link a scam? · Is this phone number a scam?

Sources

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