Staying Safe Online · Scams & Fake Pop-ups · Lesson 5 of 5

Challenge: Mom Called the Pop-up Number

Help Mom calmly undo a fake virus warning she already called about.

Mom's scary phone call

Your mom calls you, upset. A loud warning filled her screen this morning. It said her computer had a virus and showed a number for "Microsoft Support". She called it.

A friendly man said he could fix it. He had her install an app so he could "look inside" her computer. Now he says the repair costs $300, paid in gift cards. He is still on the other line.

You tell her she did nothing wrong. These scams fool lots of careful people. Then you help her, one step at a time.

First, you ask her what she remembers about the warning.

Cut him off

The man is still talking and can still control Mom's computer through the app he had her install. You want him out right now.

You tell Mom to end the call. Then you ask her to turn off the Wi-Fi from the network icon on the taskbar.

Clean up the computer

The man is cut off. Now you help Mom remove the app he had her install, from Settings, then Apps. Then she opens the real safety app from the Start menu and runs a full scan.

Mom asks how she can tell the real app from the fake warning. You explain that the real one opens from her own Start menu, and it never shows a phone number.

Protect the money and report it

Mom didn't buy the gift cards, but she typed her bank password while he was watching. You want to keep her money safe and help stop this man from fooling others.

Mom wonders if she should just forget about it. You remind her that acting today matters, and that there is nothing to be embarrassed about.