Remote access scams are one of the most effective forms of cybercrime targeting everyday computer users. The attacker doesn't need to hack anything. They call you, convince you there's a problem with your computer, and ask you to install software that hands them full control. From there, they can steal passwords, drain bank accounts, install malware, or lock you out entirely. Knowing how to identify fake IT support, and what to do when you suspect a scam, is now a basic self-defence skill.
How remote access scams work
The typical scam follows a predictable script. You receive an unsolicited phone call from someone claiming to be from Microsoft, Telstra, the NBN Co, or your bank's tech team. They tell you your computer is infected, that your internet connection is compromised, or that suspicious activity has been detected on your account. The goal is to create urgency before you have time to think clearly.
Once they have your attention, they direct you to download a remote access tool. The two most commonly abused are AnyDesk and TeamViewer. Both are legitimate tools used by genuine IT professionals every day. That's exactly what makes them useful to scammers: they're freely available, easy to install, and don't trigger antivirus alerts. Once you hand over the connection code, the scammer has full visibility of your screen and can take control of your mouse and keyboard.
What happens next varies. Some scammers open your bank's website and use a browser overlay to make a fake balance appear, then claim they've accidentally transferred money into your account and need you to send it back via gift cards. Others install keyloggers or ransomware quietly in the background while keeping you distracted with a fake "repair" on screen. Some demand payment for the "support" they've just provided.
Warning signs that someone isn't who they claim to be
Legitimate IT support companies don't call you out of nowhere. No one at Microsoft monitors your personal computer for viruses. The NBN Co doesn't monitor individual connections for malware. If a call arrives uninvited with an urgent warning about your device, treat it as a red flag immediately, not after you've heard them out.
Watch for these specific patterns in any unexpected IT support contact:
- Unsolicited contact. You didn't call them first. Real support interactions start when you initiate contact.
- Urgency and pressure. Phrases like "your computer will be shut down within 24 hours" or "we're detecting activity right now" are designed to bypass rational thinking.
- Requests to install remote access software. Any stranger asking you to install AnyDesk, TeamViewer, or similar tools is a serious warning sign.
- Requests for gift card payment. No legitimate company accepts payment in iTunes, Google Play, or Steam gift cards. None.
- Caller ID that looks official. Scammers spoof phone numbers routinely. A number that looks like Microsoft or a local bank doesn't mean the call is real.
Pop-up warnings are another common entry point. A browser window fills your screen with an alarm sound and a phone number to call "immediately." These fake alerts are built to look like Windows or macOS system messages, but they're just web pages. Close the browser. If that's not possible, force-quit it, or restart your computer.
What to do if you've already given someone access
Speed matters. If you gave a scammer remote access and you're still on the call, end it and disconnect the remote session immediately. In AnyDesk, click the red hang-up button. In TeamViewer, close the application. On Windows, you can also press Ctrl + Alt + Del and open Task Manager to end the process directly.
After disconnecting, change your passwords. Start with your email and your banking accounts, then work through anything else you accessed during or just before the session. Use a device the scammer never touched to do this, ideally a smartphone on mobile data rather than your home Wi-Fi, in case a second device on your network is affected. If you're worried your home network is compromised, our guide to securing your home Wi-Fi network against hackers covers the key steps.
Contact your bank immediately if you shared any financial details or if the scammer had access to your screen while your banking app or website was open. Banks have fraud teams specifically for these situations and can freeze accounts quickly. Report the scam to the Australian Competition and Consumer Commission (ACCC) via Scamwatch. Reports help the ACCC track scam operations and issue public warnings.
Have a legitimate technician check your computer before you use it normally again. The scammer may have installed software that isn't visible to an untrained eye. This is exactly the kind of problem that can be assessed and cleaned remotely by a real IT professional, without needing to bring your machine anywhere.
How to protect your computer going forward
The most effective protection is a simple decision rule: never grant remote access to anyone who contacted you first. If you need IT support, you call the provider. You verify the company is real before you install anything. You end any call where you feel pressured to act quickly.
Beyond that, a few concrete habits reduce your exposure significantly. Keep Windows or macOS updated, because scammers sometimes exploit specific version vulnerabilities to make their fake warnings look more convincing. Use a reputable antivirus tool on your machine. Enable two-factor authentication on your email and banking accounts so that even if a scammer obtains your password, they can't log in without a second code. Our article on protecting yourself from phishing emails and online scams covers the broader habits that apply across email, phone, and browser-based attacks.
If you're responsible for older family members who use computers, talk to them about this specific scam. People over 60 are disproportionately targeted, partly because scammers assume less technical familiarity, and partly because they're more likely to be home during business hours when calls come in. A five-minute conversation about "hang up and call us first" can prevent a costly incident.
Genuine IT support vs a scam: the clearest differences
A real IT technician works from a booked appointment or a support ticket you raised. Orange IT technicians, for example, never call clients unsolicited to report a detected problem. Legitimate support companies identify themselves clearly, provide a verifiable business name and phone number, and don't pressure you to act before you've had time to verify who you're dealing with. They also don't ask for gift card payments or access to your banking credentials.
If you're ever uncertain whether a support contact is genuine, hang up and call the company back using a number you found independently, not one the caller gave you. That single step stops the vast majority of remote access scams before any damage is done.