Remote access scams: how to share your screen safely

What does a tech support or remote access scam look like?

A tech support scam is a con in which someone pretends to be a technician from a well-known company, convinces you that your computer, phone or account has a problem, and then asks for remote access or money to fix it. According to the Federal Trade Commission, these scams often start with a fake pop-up warning that urges you to call a phone number, or with a call or text from someone posing as a technician. Scammers also run online ads and try to get their websites into search results for tech support. Once they have you on the phone, the FTC says, they ask for remote access to your computer, pretend to scan it for viruses, claim to find a problem, and offer to remove it for a fee. A common twist is the fake refund: the caller asks for remote access to process a refund, then claims they refunded too much and insists you pay the difference back.

What are the red flags of a remote access scam?

• Contact you did not start. The FTC says legitimate tech companies won't contact you by phone, email or text message to tell you there's a problem with your computer.
• A pop-up with a phone number. Per the FTC, real security pop-up warnings never ask you to call a phone number. Close the browser instead of calling.
• Pressure to act now. The FTC warns that scammers pressure you to act immediately, before you have time to think, sometimes by saying your computer is about to be corrupted.
• A request for control. The caller wants remote access so they can “scan,” “repair” or “process a refund.”
• A request for codes or passwords. The FTC says anyone who asks for your account verification code is a scammer.
• Unusual payment methods. Scammers often insist on gift cards, wire transfers, bank transfers, cryptocurrency or a payment app, because, as the FTC puts it, once you pay it's hard to get your money back.
• Caller ID that looks trustworthy. The FCC explains that scammers can falsify caller ID to look like a company, a government agency or a local number. A familiar name on the screen proves nothing.

How does a legitimate screen sharing session differ?

A simple test: hang up and call back using a number you looked up yourself. If the person discourages you from hanging up, treat that as a red flag.

How does GuidedView's design limit risk?

GuidedView is a screen sharing tool businesses use during phone calls with their own customers. Its design choices are aimed at the patterns above:

• You approve first. Nothing is shared until you confirm who sent the invitation and choose Share. The invitation asks you to share only if you are on a call with the sender right now.
• View-only. The person helping can see your screen but cannot tap, click or type on your device. You do every action yourself.
• Pause and Stop. You can pause before entering passwords, codes, payment details or other private information. While paused, the other person sees nothing, and only you can resume. Stop ends the session.
• One-time links. Each invitation works once and expires, and unused invitations expire after 30 minutes.
• Only the sender can view. The session is visible only to the agent who sent that invitation.
• No recordings. Sessions are live only. GuidedView does not record or store screen video.

How do you share your screen safely?

1. Start the contact yourself. Use a phone number from the company's official website, a statement or the back of your card, not from a pop-up, ad or text.
2. Know who is watching and why. Get the person's name and company and be clear about what they need to see.
3. Share as little as possible. On a computer, share one window or tab instead of the whole screen. Close unrelated apps and silence notifications. See how to protect privacy during screen sharing.
4. Prefer view-only. Think hard before giving anyone control of your device, and never give it to someone who contacted you unexpectedly.
5. Pause or stop before private steps. Type passwords, codes and account numbers yourself, with sharing paused or off.
6. Never read a verification code aloud. It is only for you to sign in.
7. Never pay “support” with gift cards, wire transfers, cryptocurrency or payment apps.
8. Stop sharing when you are done, and check that the sharing indicator is gone. On iPhone, see how to stop screen sharing on iPhone.

What should you do if you think you were scammed?

1. End the call and the session

   Hang up, stop any screen sharing, and close any remote access program the caller had you open.

2. Secure the device

   If you gave someone remote access, the FTC says to update your security software, run a scan, and delete anything it identifies as a problem.

3. Change passwords

   Change any password you shared, and change it on other accounts where you used the same one. Turn on two-factor authentication.

4. Contact whoever moved the money

   The FTC says to report credit card charges to the card issuer immediately using the number on the back of the card. For gift cards, contact the issuer and tell them a scammer tricked you into giving them the card number and PIN. For a wire transfer, report it to the wire transfer company. For cryptocurrency, contact the exchange or ATM operator, and know that crypto payments lack the legal protections cards have.

5. Report it

   Tell the FTC at ReportFraud.ftc.gov. If your personal information was taken, use IdentityTheft.gov for a recovery plan.