The phone rings, or a message pops up, and someone tells you there's a serious problem that must be fixed right now. That sense of panic is the scam. Here's how to spot it, and what to do if you're caught out.

How the scam works

These scams come in a few common forms:

A pop-up on your computer. It fills the screen, maybe with a loud alarm, and says your computer is infected. It tells you to ring "Microsoft" on a number shown.
A phone call. Someone says they're from Telstra, NBN, Microsoft, your bank or Amazon. They say your computer has been hacked or your internet is about to be cut off.
A text or email. It says your myGov, bank, Netflix or Apple account has been locked, and gives you a link to fix it.

Each one is trying to do the same thing: to rush you into giving access to your computer, your passwords or your money.

Warning signs

Be suspicious if anyone:

Contacts you out of the blue about a problem with your computer
Pushes you to act immediately, or warns of a fine, arrest or lost money
Asks you to install a program such as AnyDesk or TeamViewer
Asks you to log in to your bank while they're connected to your computer
Tells you to keep the call secret from your family or your bank
Asks for payment in gift cards, cryptocurrency or a bank transfer to a "safe account"

Microsoft and Apple don't phone people about viruses on their computers. Your bank will never ask you to move money to a safe account. NBN Co won't call to say your service is about to be disconnected for a technical fault.

Don't rely on bad spelling to spot a fake. Many scam messages now look polished. Scammers can also fake the name that appears on your phone, and their texts can land in the same thread as real messages from your bank.

What to do when it happens

If it's a pop-up: Don't ring the number. It's only a web page, however scary it looks. Close the browser. If it won't close, on Windows press Ctrl, Shift and Esc, select your browser and choose End task. On a Mac, press Cmd, Option and Esc and force quit it. If you have to, hold the power button until the computer turns off.

If it's a phone call: Hang up. You don't have to be polite. If you're worried it could be real, look up the company's number yourself and call them. For your bank, use the number on the back of your card.

If it's a text or email: Don't tap the link. Open the app or type the website address yourself, and log in that way. If there's a problem with your account, you'll see it there.

If you've been caught out

It happens to smart people every day, so please don't be embarrassed. Moving quickly matters more. Work through these in order:

Disconnect. If someone has had remote access to your computer, turn off the Wi-Fi or unplug the network cable.
Ring your bank straight away. Use the number on your card. Tell them you've been scammed. They can often block cards and try to stop payments. Do this even if you think no money has gone.
Change your passwords. Use a different device if you can, starting with your email and banking, then myGov. Turn on two-step sign-in.
Get your computer checked. Scammers may leave software behind that lets them come back.
Report it. Report scams at scamwatch.gov.au. If you've lost money or been hacked, report it through ReportCyber at cyber.gov.au.

If your identity details were exposed, such as your licence, passport or Medicare number, contact IDCARE, Australia's identity support service, on 1800 595 160 or at idcare.org. Scammers sometimes fake that number, so if someone rings you claiming to be from IDCARE, hang up and call them back on that number.

Watch for the second scam

After losing money, some people get a call from someone offering to recover it, often for a fee. That person may claim to be from the police, a government agency or a recovery service. This is usually the same scammer, or one who bought your details. No one legitimate will ask for payment to get your money back.

Protect the people you love

Scammers often target older Australians, so have a quick chat with your parents. Agree on a simple rule: if anyone calls about your computer, hang up and ring a family member. Keep a note of the rule near the phone.

When to call a Nerd

If someone has had access to your computer, or you have clicked something and it doesn't feel right, ring your bank first and then call us. We can remove remote access software, check for malware and help you secure your accounts. If you aren't sure whether a message is real, ask us before you click. That's a call we're always happy to take.

How to spot a tech support or "your account is locked" scam