What To Do If a Family Member Gave Remote Access to Their Computer
Immediate steps to take if a relative was tricked into allowing remote access — securing the device, accounts, and finances quickly.
Last reviewed: 1 June 2026
Tech-support scams that trick people into granting remote access are among the most damaging scams affecting families. The scammer can view files, install software, access banking sessions, and change passwords — all within minutes. Acting quickly is the single most important thing you can do.
Immediate steps — do these first
Speed matters. The scammer may still be active on the device or have installed software that persists after they disconnect.
- Disconnect the device from the internet immediately (turn off Wi-Fi or unplug the cable)
- Do NOT turn the device off yet — a running device can be assessed; some evidence may be lost on shutdown
- Call the bank to report potential fraud and put a hold on any transfers
- Change passwords for email and online banking from a DIFFERENT device
Assess what was accessed
Once immediate steps are taken, try to understand what the scammer may have seen or installed.
- Check which bank, email, and other accounts were open or recently used
- Look for any software that was installed during the session
- Check for any files that were opened or documents that were accessed
- Contact your bank for a full transaction review from the time of the incident
Restore and secure the device
The device should be cleaned before being used again for anything sensitive.
- Run a full security scan with reputable software before reconnecting to the internet
- Consider a professional reset if you are not confident the device is clean
- Enable two-factor authentication on all accounts after resetting passwords
- Set up a credit alert or temporary freeze if identity documents were visible
Conversation script
“You've done nothing wrong — this scam catches a lot of people. Let's sort it out together step by step.”
“The first thing we need to do is disconnect the internet so no one can still see what's on the screen.”
“Once we've done the urgent things, let's call the bank together — they deal with this regularly and know exactly what to do.”
Frequently asked questions
How do I know if software was installed during the remote session?
Check the device's recently installed programmes list (Settings > Apps on Windows or Finder > Applications on Mac, sorted by date). Look for unfamiliar names, remote-access tools (e.g. AnyDesk, TeamViewer installed without your knowledge), or new browser extensions. If in doubt, a professional IT assessment is the safest option.
Should I report this to the police?
Yes. Report to your national fraud and cybercrime service (Action Fraud in the UK, the FBI IC3 in the US). A crime reference number may be needed for your bank's fraud process and for any insurance claim.