What To Do If Your Parent Already Called a Scam Number

Don't Panic — But Do Act Immediately

The first thing to do is stay calm when you speak to your parent. If they are frightened or ashamed, a panicked reaction from you will make it harder for them to give you the accurate information you need. Reassure them that this happens to many people and that together you are going to fix it. Then move quickly through the steps below.

The outcome of a tech support scam depends enormously on what was given during the call. Work through each scenario that applies to your parent's situation.

Step 1: If They Gave Remote Access to Their Computer

This is the most serious scenario. When a scammer has had remote access to a computer, they may have installed malware, keyloggers, or remote-access tools that remain active after the call ends.

1. Disconnect from the internet immediately. On Windows, unplug the ethernet cable or click the Wi-Fi icon in the taskbar and disconnect. On Mac, click the Wi-Fi icon in the menu bar and turn Wi-Fi off. Do this before anything else — it cuts off any ongoing remote access.
2. Do not turn the computer off yet. You want to be able to run a virus scan first. Turning it off could make certain forensic tasks harder.
3. Run a full antivirus scan. If Windows Defender is installed (it is on all modern Windows computers), open it and run a Full Scan. On Mac, use Malwarebytes (free version available at malwarebytes.com). Let the scan complete fully.
4. Change all passwords — from a different device. Use your own phone or computer to change the passwords for your parent's email, banking, and social media accounts. Do not change passwords on the compromised computer until you are confident it is clean.
5. Consider a professional cleaning. For peace of mind, take the computer to a reputable local repair shop or a Best Buy Geek Squad location for a professional malware removal service.

Step 2: If They Gave Payment Information

If your parent provided credit card numbers, bank account information, or sent a wire transfer, every minute counts.

1. Call the bank immediately. Use the number on the back of the card or the official bank website — not any number the scammer provided. Tell them fraud has occurred and ask them to freeze the card or account and reverse any pending charges.
2. Dispute the charges in writing. Ask the bank to send you a fraud dispute form. Credit card charges have stronger dispute rights under the Fair Credit Billing Act than debit card transactions — push hard for a chargeback.
3. If a wire transfer was sent: Call the bank immediately and ask them to issue a SWIFT recall. Wire transfers are difficult to reverse, but if caught within hours, some banks can recall them. Act within the same business day for the best chance.
4. If gift cards were purchased: Call the gift card issuer immediately (the number is on the back of the card) and report fraud. Some issuers can freeze the card's remaining balance if it has not yet been redeemed.

Speed is everything with financial fraud. The FTC reports that victims who report within 24 hours have significantly higher rates of partial recovery than those who wait days or weeks.

Step 3: If They Gave Personal Information

If your parent provided their Social Security number, date of birth, address, or other identifying information, identity theft is a serious risk. Take these steps:

1. Place a credit freeze with all three bureaus. Contact Equifax (equifax.com), Experian (experian.com), and TransUnion (transunion.com) and request a security freeze. This prevents anyone from opening new credit accounts in your parent's name. It is free and can be lifted at any time.
2. File an identity theft report at identitytheft.gov. The FTC's identity theft site generates a personalized recovery plan and creates an official report that can be used with creditors and law enforcement.
3. Alert Social Security if an SSN was given. Call the Social Security Administration fraud hotline at 1-800-269-0271 to report potential misuse of your parent's Social Security number.

Step 4: Report the Scam

Reporting does more than you might think — it helps authorities identify and shut down scam operations and can protect others from falling victim to the same group.

• FTC: reportfraud.ftc.gov — takes about 5 minutes and generates a report number
• FBI Internet Crime Complaint Center: ic3.gov — especially valuable for larger financial losses
• State Attorney General: Search your state name + "attorney general consumer fraud" to find the reporting page

Step 5: Provide Emotional Support — Never Blame

Shame and embarrassment are among the most common emotional responses after falling victim to a scam. Many seniors delay telling family members for days or weeks out of fear of being judged. This delay makes recovery significantly harder.

Make it absolutely clear to your parent that these scams are engineered by professional criminals and that intelligent, careful people fall for them every day. Never use language like "how could you do that" or "I've told you about this before." Instead: "These people are experts at this. You did the right thing by telling me. We're going to fix it together."

If you notice signs of ongoing distress, anxiety, or withdrawal, suggest they speak to a counselor. AARP's ElderWatch program (1-800-222-4444) also provides support specifically for elder fraud victims.

Step 6: Install GrannySafe to Prevent Future Incidents

After addressing the immediate crisis, take 10 minutes to install GrannySafe on your parent's computer. Tech support scams almost always originate from a fake warning page in the browser — GrannySafe detects these pages in real time and blocks them before your parent can see the fake phone number.

For more on the specific type of scam involved, read our guide on Microsoft tech support scams. For a complete financial and emotional recovery roadmap, see our article on recovering after an online scam.