Estafa del falso soporte técnico: cómo funciona, señales y qué hacer

Social engineering · alto

It starts with a pop-up that freezes the browser claiming the computer is infected, an antivirus "renewal" email, or a call from someone claiming to be Microsoft, Apple, your internet provider or bank. The message gives a number to call.

The fake technician asks you to install a remote-access tool (such as AnyDesk or TeamViewer), shows "proof" of a hack and charges for a fix. In worse variants, they claim an accidental over-refund and get the victim to "return" the difference, or hand the call to a fake agent who tells them to move savings to a "safe account", withdraw cash or buy gold.

The FBI IC3 received 47,794 tech support scam complaints in 2025, with US$ 2.13 billion in US losses.

Sinais / Signs

A pop-up with alarms, a countdown and a phone number to call
Unsolicited call from a tech company's "support"
A request to install remote-access software
Payment demanded in gift cards, crypto or wire transfer
An "accidental" refund you must pay back
Instructions not to tell your bank or family

Prevenção / Prevention

Companies like Microsoft and Apple do not call or show pop-ups asking you to phone them
Close the browser (or restart the computer) instead of calling the number
Never give remote access to someone who contacted you
Seek support only through the official site you type yourself
Keep your system and antivirus updated

O que fazer / What to do

Disconnect the computer from the internet and uninstall the remote-access tool
From another device, change email and bank passwords and turn on MFA
Notify your bank and dispute card payments
Report to IC3 and the FTC (US) or file a police report (Brazil)
Have the computer checked by a trusted technician

FAQ

The pop-up will not close. Is my computer infected?

Usually not. It is a page designed to scare you. Force-closing the browser usually solves it.

Would my bank ask me to move money to a safe account?

No. That request is a classic sign of fraud.

FBI IC3 - Internet Crime Complaint Center · FTC - ReportFraud · FBI IC3 2025 Internet Crime Report (PDF) · CERT.br