Scams & fraud
Someone asked me to install AnyDesk or TeamViewer. What now?
The caller says they’re from your internet provider, Microsoft, your bank or the police. Your computer has a virus, your NBN has been hacked, or someone is using your identity. To fix it, they just need you to install a small app. That app gives them full control of your device, and it’s where the real damage happens.
The short version
If you let someone connect
- Hang up and disconnect from the internet.
- Uninstall the remote access app.
- Call your bank from a different phone.
- Change passwords from a clean device, then get the computer checked.
Why remote access is the goal
Remote access apps such as AnyDesk, TeamViewer and QuickSupport are real tools used by IT teams every day. They let someone else see your screen and control your mouse and keyboard. In a scammer’s hands, that means they can:
- Watch you log in to online banking, then move money while you think they’re “fixing” something.
- Hide what they’re doing by blanking your screen or showing fake error messages.
- Install other software that lets them come back later.
- Read your email, documents and saved passwords.
Legitimate support teams use these tools when you contact them. Nobody legitimate rings you out of the blue and asks you to install one.
The scripts to watch for
| The caller says | What’s really happening |
|---|---|
| “Your computer is sending us error reports or has a virus” | Microsoft, Apple and antivirus companies don’t monitor your PC and call you about it. |
| “Your NBN or internet has been hacked” | Your provider won’t call to say you’re hacked and ask for remote access. |
| “Someone is using your bank account, we need to secure it” | Banks never need remote access to your device to protect your money. |
| “You’re entitled to a refund, but we overpaid you” | A classic trick: they make it look like you were sent too much, then pressure you to “send back” the difference. |
| “This is the police. Your identity has been used in a crime” | Police don’t ask you to install software or move money. |
Pop-up versions exist too. A web page suddenly fills your screen, beeps, says your computer is locked and gives a phone number to call. Close the browser (or restart the computer if you can’t). The page can’t actually lock anything, and the number goes to scammers.
If you’re on a call right now
- Stop and hang up. You can do this at any point, even halfway through.
- Don’t log in to your bank while anyone is connected to your device.
- Don’t give codes sent to your phone, even if they say it’s to “cancel” a transaction.
If you let someone connect
Work through these in order. The first three are the most urgent.
Disconnect the device
Turn off Wi-Fi or unplug the network cable. If you can’t tell, shut the computer down. This ends their access.
Call your bank from a different phone
Use the number on your card. Tell them someone had remote access to your computer, and ask them to check for and block any transactions and new payees. Do this even if you don’t think you logged in to banking during the call.
Uninstall the remote access app
On Windows, go to Settings, then Apps, and uninstall AnyDesk, TeamViewer or anything installed during the call. On a Mac, drag it from Applications to the Bin. On a phone, delete the app. Note what it was called first, in case your bank or the police ask.
Change your passwords from a clean device
Use a different phone or computer. Start with your email, then banking, then any password saved in your browser. Turn on two-step verification as you go.
Get the computer checked before you trust it again
The scammer may have installed other software. Run a full security scan as a minimum. If the computer holds work data or you used banking on it, it’s worth having someone wipe and reinstall it.
Get support and report it
Call IDCARE on 1800 595 160 for a free plan, and report to Scamwatch and ReportCyber.
For businesses
If this happened on a work computer, treat it as a security incident: disconnect the device, tell your IT provider immediately and reset the user’s passwords and sessions. The ASD’s Australian Cyber Security Hotline is available around the clock on 1300 CYBER1 (1300 292 371).
Preventing it
- Agree a family rule: nobody installs anything because a caller asked them to.
- If you use a computer support service, save its number in your contacts so you know who to call.
- At work, use one approved remote support tool and block others from being installed.
- Keep your computer updated and use a standard account, not an administrator, for everyday use.
Common questions
I closed the app before they did anything. Am I safe?
Probably, but don’t assume. Uninstall the app, call your bank so they can watch the accounts, and change your important passwords.
Can they get back in after I uninstall the app?
Not through that app. But if they installed something else during the session, they might. That’s why a full scan or a professional check is worth it.
They gave me a reference number and their name. Does that help?
Scammers make these up to seem official. Include them in your report, but don’t treat them as proof.
Sources
This guide is general information, not legal or financial advice. If you think you’ve lost money or personal information, contact your bank and the services named above straight away.
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Related help
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Want a hand with this at work?
These guides are free to use. If your business wants help putting the checks, accounts and devices in place, our team can do it with you.