[TM Advisory] Technical Support Scams posing as Trend Micro Support

  • Solution ID:1122520
  • Last Updated:Sep. 20, 2019 5:02 PM (PST)
  • Applies to:Generic - All;
  • [TM Advisory] Technical Support Scams posing as Trend Micro Support

Trend Micro would like to inform customers and the general public about sophisticated technical support scams targeting our users. Technical support scams are an industry-wide issue, wherein the scammers impersonate legitimate technology vendors, including Trend Micro, in order to extract payment or other sensitive information from victims. The scammers are now using technology that allow them to spoof the caller ID so that it appears to display a legitimate support number from a trusted company.


We want to make it clear that Trend Micro is not affiliated in any way with these technical support scammers. Trend Micro’s standard support is already included with an active subscription of our consumer products. Trend Micro’s technical support team does not make unsolicited phone calls and will always work with our customers to pre-schedule any necessary phone conversations. If a customer wishes to make a legitimate purchase or payment, they should always do so by going to Trend Micro’s official commerce site or authorized reseller to ensure the transaction is secure.


How do tech support scams work?

Scammers may make unsolicited calls to an unsuspecting victim, claiming they are technical support representatives from well-known software companies (e.g. Microsoft or security antivirus companies like Norton, McAfee or even Trend Micro). Other methods scammers may use include advertising technical support on the web offering to fix computer problems or sell software licenses.

These scammers may often try to convince users into believing that they can fix issues or malware problems and often request that you allow remote access to your computer. Once this remote access has been established, these third parties have the freedom to install malware of their own or perform other malicious activities to essentially hijack your computer and hold it for ransom unless they are paid a certain “fee” for services.


What should I do if I realize I have been scammed?

If you believe that you may have already fallen for a third-party scam by telephone, here are some steps you can take:

  • If you are able, uninstall or delete programs or applications installed by the suspicious third-party support. If you utilize backups or snapshot images (such as Windows System Restore), try reverting to a previous restore point or backup taken before the questionable call or session.
  • If you provided any passwords, change them immediately on all sites or areas you may have used them.
  • If you already provided your credit card information, you should contact your issuing bank and request a fraud investigation and/or reverse the charges.

IMPORTANT:

Report any Technical Support Scams you encountered to our Trend Micro Technical Support Team for assistance. Any information you are able to share about the suspected scamming incident will greatly allow our team to follow up.


How do I prevent this from happening?

Use our official technical support options which can be found here: Home and Home Office Support.

For more information about Technical Support Scams, you may read this article:
Frequently Asked Questions (FAQ) about Suspected Third Party Technical Support Scams.