Stop the contact first. You do not need to keep talking to the person or follow another instruction. The next steps depend on what they saw, what you shared, and whether money or account information was involved.
End the contact and stop sharing
Hang up. If the other person still has control of the device, turn the device off. Do not send another payment, install another program, or sign in to an account for them.
Use a different phone or computer that the scammer did not access for the next steps. Do not call a number from the pop-up, email, text message, or remote support window.
Protect money and important accounts
If you paid or shared financial information, contact the bank, card company, or payment provider through its official app, the number on your card, or the number on a statement. Tell them that a possible scammer remotely accessed your device.
From a different trusted device, change the password for your main email account and any other account that may have been exposed. Turn on two-step verification where the provider offers it. Do not reuse a password that the scammer may know.
If a Social Security number or other identity information was exposed, use IdentityTheft.gov from a trusted device for a personal recovery plan.
Have the device checked by a trusted source
Removing a remote access app does not prove that every unwanted change is gone. A trusted support provider or the device manufacturer can help identify the remote program, install available updates, run appropriate security checks, and explain whether another recovery step is needed.
If this is a business device, or if it contains regulated or highly sensitive information, stop using it and contact an appropriate security specialist before making more changes.
Save the details and make official reports
Write down the date, time, caller name, phone number, website, remote access app, payment method, and the information you remember sharing. Keep messages, receipts, and transaction records.
Report the incident to the FTC. The FBI also accepts internet crime reports. California residents can review the state Attorney General's tech support scam guidance. A report does not promise recovery, but it gives the appropriate agency a record of what happened.
Be cautious if someone contacts you later and promises a refund or says they can recover the money for a fee. Do not pay them or give them more access. Contact the bank, payment provider, or agency through an official address you found yourself.