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What to do if…
your device shows a pop-up saying you have a virus and it tries to scare you into calling a number

Short answer

Do not call the number or click anything in the pop-up. Close the page/app safely (force-quit if needed), then run a trusted security scan and report it if money, access, 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 allow anyone remote access to your device (and don’t install “remote support” apps because you were told to).
  • Don’t enter passwords, card details, or bank codes into anything linked from the pop-up.
  • Don’t keep interacting with the pop-up to “fix” it (that’s how it escalates).
  • Don’t pay with gift cards, cryptocurrency, or bank transfer for “removal” or “support”.

What to do now

  1. Get out of the pop-up safely.
    • On a computer: close the browser tab/window. If it won’t close, force-quit the browser (Windows: Ctrl+Shift+Esc → end task; Mac: Option+Command+Esc → Force Quit).
    • On a phone/tablet: close the app (swipe it away). If it’s stuck, restart the device.
  2. Disconnect briefly to stop any further prompts.
    • Turn off Wi-Fi (and mobile data on phones) for a minute while you close/force-quit. This can stop the page from reloading.
  3. Check you didn’t accidentally grant permissions.
    • In your browser settings, remove any unfamiliar site permissions (especially Notifications, Pop-ups/redirects, or “Allow” prompts you might have tapped).
    • If you installed anything because of the pop-up, uninstall it now.
  4. Run a trusted security check.
    • Run an antivirus/anti-malware scan using your existing security software or your device’s built-in protections, then restart if prompted.
  5. If you called, paid, or gave remote access: treat it as urgent.
    • Disconnect the device from the internet (Wi-Fi off / unplug Ethernet).
    • Contact your bank immediately using a number you look up yourself (not from the pop-up) and explain it was a tech-support scam.
    • From a different, trusted device, change passwords for email and banking first, then anywhere else important (use unique passwords). If you can, turn on two-step verification for email.
    • Consider getting the device checked by a reputable local repair shop or your organisation’s IT, especially if remote access was granted.
  6. Report it (even if you didn’t lose money).
    • England, Wales or Northern Ireland: report cyber crime/fraud via Report Fraud (online) or the official phone option.
    • Scotland: report to Police Scotland via 101 (or 999 if there’s immediate danger).

What can wait

  • You don’t need to decide right now whether it was “definitely” a virus.
  • You don’t need to buy new software immediately if your existing protections can scan and update.
  • You don’t need to wipe your device unless scans show persistent problems or you granted remote access and can’t regain confidence.

Important reassurance

These pop-ups are extremely common and designed to create panic and urgency. Seeing one does not automatically mean your device is infected — the safest move is to stop interacting, close it cleanly, and run a trusted scan.

Scope note

This is first steps only: closing the scam safely, checking for unwanted changes, and taking fast protective actions if you shared money or access. If there was a loss or remote access, you may also want tailored help from your bank and a trusted IT professional.

Important note

This is general information, not legal or professional advice. If you think your accounts are at risk or you gave remote access/payment, prioritise contacting your bank promptly and reporting through official UK channels.

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