Remote-access scams

The phone rings. A professional-sounding caller says they're from your bank, your internet provider or a well-known software company. There's a problem: your computer has been hacked, your internet is about to be cut off, or suspicious transactions have appeared on your account. They can fix it, but they need you to download an app so they can see your screen.

This is a remote-access scam, one of the most damaging scams in Australia. Scamwatch and the Australian Signals Directorate warn that once scammers have control of your device, they can access your bank accounts, personal information and files. This guide explains how these scams work, how to recognise them and what to do if you've been caught.

How the scam works

According to Scamwatch, remote-access scams typically follow a pattern:

1. Unexpected contact. You receive a phone call, or sometimes a text, email or pop-up, saying there's a problem with your account, phone, computer or internet.
2. Impersonation. The scammer pretends to be from a well-known bank, internet or phone company, software company, security business or government agency. They may use spoofing so the call appears to come from an official number.
3. Urgency and fear. They say you must act now to stop hackers, avoid disconnection or protect your money.
4. Remote access. They ask you to download screen-sharing or remote desktop software, or an app, so they can "fix the problem".
5. Theft. Once connected, they control your device. They may ask you to log into internet banking, or ask for passwords and one-time security codes, then transfer money out of your accounts. They may install software that lets them return later.

There's no problem to fix. The whole story is designed to get control of your device and money.

Variations

• Tech support pop-ups. A pop-up on your computer, often with alarming messages and sounds, says your computer is infected and gives a number to call.
• Refund scams. The scammer says you're owed a refund, then claims they've accidentally sent too much and asks you to send the difference back.
• Fake investigations. The scammer claims to be from police, a bank's fraud team or a government agency and asks for your help to catch criminals.
• Internet disconnection. The scammer says your internet will be cut off because of a fault or hacking.

Warning signs

• You weren't expecting the contact.
• The caller says there's an urgent problem with your computer, internet or bank account.
• They ask you to download software or an app, or to type something into your computer.
• They ask for passwords, banking details or one-time codes.
• They ask you to log into your bank while they're connected.
• They pressure you to act quickly or keep the call secret.
• They ask for payment by gift card, cryptocurrency or transfer.

How to protect yourself

Scamwatch's advice is to stop, think and protect:

• Stop. Don't rush to act. Hang up on anyone who asks you to download software or an app over the phone.
• Think. Ask yourself whether the contact could be fake. Call the organisation back using contact details you find yourself, such as on its official website, your bill or your card, not the number the caller gives you.
• Protect. Act quickly if something feels wrong. Contact your bank if you've shared financial information.

Other ways to protect yourself:

• Never give remote access to someone who contacted you unexpectedly.
• Never share passwords, banking details or one-time codes over the phone.
• Close suspicious pop-ups, using your browser or task manager if needed; don't call the number shown.
• Keep your devices updated and use reputable security software.
• Turn on multi-factor authentication for important accounts.

Protecting family members

Older people and people less confident with technology are often targeted. Talk to family members about these scams, and share a simple rule: "If someone calls you about your computer or bank and asks you to download something, hang up and call me." Set up their devices with updates and security, and consider call-blocking features on their phones.

If you've been scammed

If you think a scammer has accessed your device or accounts, act quickly. Based on Scamwatch and cyber.gov.au guidance:

1. Contact your bank or financial institution immediately. Tell them what happened. They may be able to stop transactions or freeze accounts.
2. Disconnect the device from the internet to cut off the scammer's access.
3. Delete the remote access software the scammer asked you to install.
4. Scan your device for malware with reputable security software, as scammers may leave a back door. Consider getting professional help.
5. Change your passwords for important accounts, including email, banking and social media, using a different, secure device.
6. Turn on multi-factor authentication for your important accounts.
7. Report it. Report scams to Scamwatch. If you've been the victim of a cybercrime, report it through ReportCyber at cyber.gov.au.
8. Get support. IDCARE provides free support if your personal information has been compromised.

Don't feel ashamed

Scammers are skilled, persuasive and well organised. Anyone can be caught, including people who are confident with technology. Reporting helps authorities warn others and disrupt scams. Talk to someone you trust and get support if you need it.

Recovery scams

After you've been scammed, be wary of anyone offering to recover your money for a fee. Recovery scams target people who've already lost money. Legitimate help, such as from your bank, Scamwatch, ReportCyber and IDCARE, is free.

Talking to family about scams

Scammers often target older relatives or anyone less confident with technology. A calm, friendly conversation helps more than warnings. Agree on a simple rule: no one will ever ring out of the blue asking for remote access, and if they do, hang up and call a family member. Write the rule on a note beside the computer.

Bank and account protections

Ask your bank which security features it offers, such as transaction alerts, payment limits or confirmation steps for new payees, and turn on the ones that suit you. Alerts mean you hear about an unexpected payment quickly, which matters because acting fast gives the best chance of stopping further losses. Keep your bank's genuine phone number saved somewhere you can find it under pressure.

Key points

Remote-access scams start with an unexpected contact claiming there's a problem, then persuade you to install screen-sharing software. Hang up, and call the organisation back on a number you find yourself. Never share banking details or one-time codes. If you've been caught, call your bank immediately, disconnect, clean up and report it.