How to tell if a virus warning pop-up is fake, and how to close it

A full-screen warning says your computer is infected, maybe with an alarm sound, a countdown and a phone number to call. Here's how to tell whether it's real, how to close it, and what to do if you already called.

Signs the pop-up is a scam

• It appears inside your web browser, such as Chrome, Edge, Safari or Firefox, often right after clicking a link or ad
• It shows a phone number and tells you to call "support"
• It uses a countdown, a loud alarm, or a voice telling you not to turn off the computer
• It says your files or bank details are being stolen right now
• It uses Microsoft or antivirus logos, but the web address isn't that company's own site
• It won't let you close the tab the normal way

How to close a fake pop-up

On Windows

1. Don't call the number and don't click anything inside the warning.
2. Press Ctrl + Shift + Esc to open Task Manager.
3. Select your browser, for example Google Chrome or Microsoft Edge, and click End task.
4. When you open the browser again, don't restore the previous tabs if it offers to.

On a Mac

1. Press Command + Option + Esc to open Force Quit.
2. Select your browser and click Force Quit.
3. If you use Safari, hold Shift while opening it again so the old windows don't come back.

If neither works, restarting the computer also closes it. A pop-up like this usually doesn't mean your computer is infected. In most cases it's just a web page, and closing it is the whole fix.

Stop it from coming back

1. Check your browser's extensions and remove any you don't recognize.
2. In your browser's settings, remove notification permission from sites you don't know. Scam sites often trick people into allowing notifications so they can keep showing fake alerts.
3. Run a scan with the antivirus you already have. Windows Security, which comes with Windows, is fine for this.
4. Keep your browser and operating system up to date.

If you already called the number or let someone connect

Don't panic, and don't be embarrassed. These scams are run by professionals and catch careful people every day. Act quickly:

1. Disconnect the computer from the internet by turning off Wi-Fi or unplugging the cable. This ends any remote connection.
2. Uninstall any remote access program they asked you to install.
3. Change your passwords from a different device, starting with your email and online banking.
4. Call your bank or card company using the number on the back of your card if you paid anything or shared financial details, and ask about stopping or disputing the payment.
5. If you paid with a gift card, contact the company that issued it right away and keep the card and receipt.
6. Report it to the Federal Trade Commission at ReportFraud.ftc.gov.
7. Have the computer checked for anything the scammer left behind.

We can check your computer

If the pop-up keeps coming back, or someone had access to your computer, our technicians can check it over a secure remote session that you start, can watch, and can end at any time. $59 flat per fix, no fee if we can't fix it. Call (850) 828-0416 or request a callback. We will never ask for gift cards, bank logins, or ongoing access to your computer.