Remote support can help someone diagnose a real computer problem, but it also gives another person a powerful way to interact with your device. Verify the person and the purpose before approving a session. A recognizable support app does not establish who is using it.
1. Verify the request independently
If someone contacts you unexpectedly claiming your computer needs repair, end the conversation and contact the company through a channel you already trust. Do not use the number in the warning to verify the warning itself. The FTC describes how support impostors seek remote access.
If you requested help, confirm the ticket number and the task through the company’s official support process. Treat this as checking an appointment: the person should be connected to the issue you actually reported.
2. Agree on what the session is for
Ask what the technician needs to inspect, what they may change, and whether anything will remain installed afterward. Know how to disconnect before starting. If the explanation is unclear, pause and ask for written steps or another support method.
Close private documents and unrelated account pages. Stay at the computer and watch the work. Do not approve a new request merely because a previous step was legitimate; evaluate it against the original purpose.
3. Recognize requests that do not fit
A supposed repair that turns into a demand to move money, buy gift cards, or disclose login codes is a reason to stop. A refund claim is not a reason to let someone operate your banking session. The FTC’s guide explains these common payment and refund tactics.
Do not mistake a frightening screen full of technical messages for independent proof of a problem. Ask for the actual error and a plain explanation that you can verify afterward.
4. Finish a legitimate session deliberately
Confirm the original problem is resolved, end the connection, and ask whether any unattended-access setting remains enabled. Follow the support tool’s official instructions to remove access you no longer need. Keep a brief record of the changes and the support ticket.
If you suspect the session was a scam
Disconnect the session and the affected computer from the network. Use another trusted device to secure exposed accounts, and contact your payment provider promptly if you paid. Seek trusted technical help to assess software or access left behind.
Our account security checkup and browser pop-up guide provide related next steps. You can stop a conversation at any point; having started a session does not oblige you to continue.
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