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What to do if…
your device shows a fake virus warning pop-up that tells you to call a number

Produced and maintained by PanicStation.org Published: Last reviewed: Editorial policy UK guide

Short answer

Do not call the number, click buttons in the pop-up, or let anyone connect to your device. Close the page or app safely, then check for unwanted permissions, installed apps, and signs that money or personal details were involved.

Do not do these things

  • Don’t call the number, start a chat, or reply to any “support” prompt.
  • Don’t install remote access apps because the pop-up or caller tells you to.
  • Don’t enter passwords, card details, banking codes, or security codes into anything linked from the pop-up.
  • Don’t keep pressing buttons inside the pop-up to “fix” it.
  • Don’t pay by gift card, cryptocurrency, bank transfer, or card for “virus removal” from the pop-up.
  • Don’t download new security software from the pop-up, advert, or caller.

What to do now

  1. Get out of the pop-up safely.
    • On a computer: close the browser tab or window. If it will not close, force-quit the browser: on Windows, use Ctrl+Shift+Esc and end the browser task; on Mac, use Option+Command+Esc and force quit the browser.
    • On a phone or tablet: close the app by swiping it away. If the screen is stuck, restart the device.
  2. Stop the page reloading while you close it.
    • Turn off Wi-Fi for a moment. On a phone, you can also turn off mobile data.
    • After the page or app is closed, turn the connection back on.
  3. Check for browser permissions you may have allowed.
    • In the browser settings, look for site permissions.
    • Remove unfamiliar sites from Notifications.
    • Remove unfamiliar sites from Pop-ups and redirects.
    • If the pop-up came through Safari, also check that pop-up blocking and fraudulent website warnings are turned on.
  4. Remove anything installed because of the pop-up.
    • Look for remote access apps, “support” tools, unknown browser extensions, or apps you do not recognise.
    • Uninstall anything you installed because the pop-up or caller told you to.
  5. Run a trusted security check.
    • Use your device’s built-in protection or security software you already trust.
    • Update it first if it asks to update from inside the app or system settings.
    • Run a scan, then restart the device if prompted.
  6. If you called, paid, gave details, or allowed remote access, treat it as urgent.
    • Disconnect that device from the internet by turning Wi-Fi off or unplugging Ethernet.
    • Contact your bank immediately using the number on your card, in your banking app, or on the bank’s official website.
    • From a different trusted device, change your email password first, then banking and other important passwords.
    • Turn on two-step verification for email and banking where available.
    • Ask a trusted IT person, your workplace IT team, or a reputable repair service to check the device if remote access was granted.
  7. Report through the right UK route.
    • If you still have the suspicious website address, report it to the National Cyber Security Centre.
    • If you lost money, were hacked, gave personal details, or allowed remote access in England, Wales, or Northern Ireland, report it to Report Fraud.
    • If you are in Scotland, report cybercrime to Police Scotland.
    • Call 999 only if there is immediate danger or a threat to life.

What can wait

  • You do not need to decide right now whether it was definitely a real virus.
  • You do not need to buy new software immediately.
  • You do not need to wipe or reset the device as a first move.
  • You do not need to work out who the scammer was before protecting your accounts and money.
  • You can decide later, with trusted IT help if needed, whether a deeper repair, reset, or replacement is necessary.

Important reassurance

These pop-ups are designed to create panic and make you act before checking. Seeing one does not automatically mean your device is infected; the safest first move is to stop interacting with it and close it without using anything it offers.

Scope note

These are first steps only: closing the scam safely, checking for unwanted changes, protecting accounts, and using official reporting routes. Later decisions may need help from your bank, a trusted IT professional, your workplace IT team, or another appropriate specialist.

Important note

This is general information, not legal, medical, financial, therapeutic, or other professional advice. Use official UK reporting routes and trusted support channels, especially if money, personal details, passwords, or remote access were involved.

Additional Resources

Closely connected guides that may be useful during the same situation or its immediate aftermath.

About this guide

This guide was produced and is maintained by PanicStation.org using its published editorial process. Official and specialist sources are checked where relevant, and AI-assisted tools may be used for drafting, organisation, and consistency checks. The site operator remains responsible for publication, revision, and removal decisions.

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