Malware and remote access scams

Malware is harmful software that can spy on what you type, steal passwords or let criminals control your device. Today, it's most often installed by tricking you into doing it yourself.

Remote access scams

Someone calls or shows a pop-up claiming to be from your bank, broadband provider, a well-known tech company or "IT support". They say your device has a virus, your internet will be cut off, or you're owed a refund. Then they ask you to install an app such as a screen-sharing tool so they can "help".

Once connected, they can see your screen while you log in to your bank. Often they "accidentally" refund you too much and ask you to send the difference back.

Other ways malware gets onto devices

• Fake apps: banking, parcel-tracking, "security" or messaging apps installed from links rather than official app stores.
• Email attachments: invoices, delivery notes or CVs that ask you to "enable content" or open a file.
• Fake updates: pop-ups telling you to update your browser or a video player.
• Pirated software and games from unofficial sites.

Signs your device may be infected

• Pop-ups, new toolbars or a changed browser homepage
• Your device is suddenly slow, or the battery drains quickly
• Apps you don't remember installing, especially ones with accessibility or device admin permissions on Android
• Your bank's website looks different or asks for extra details while you're logged in
• Friends receive messages from you that you didn't send

How to protect yourself

• Keep your device, browser and apps updated, preferably automatically.
• Use the built-in protection: Microsoft Defender on Windows, and keep Google Play Protect switched on for Android. See protect your devices.
• Only install apps from official app stores, and check reviews and the developer name.
• Don't open unexpected attachments, even from people you know. Check with them first.
• Back up your important files so you can recover if something goes wrong.

If you think you've got malware

1. Disconnect from the internet.
2. Using a different, clean device, change your email and banking passwords.
3. Run a full scan with your security software and remove anything it finds.
4. If problems continue, get help from a reputable local repair shop or the device maker, not from someone who contacted you. As a last resort, reset the device to factory settings.
5. Tell your bank if you used online banking on the device.

Last reviewed: October 2026