Can a tech support agent legitimately ask me to install remote access software on my computer?
Only if you initiated the support call through an official channel. Unsolicited calls claiming to detect viruses on your computer and asking you to install remote-access tools are always scams.
Last reviewed: 10 June 2026
Explanation
Remote access tools are legitimate when used by IT departments supporting employees on company devices, or by consumer tech support services where you initiated the contact by calling the official support number. The key distinction is who initiated the contact and whether you can verify the caller's identity through official channels.
Tech support scams typically start with a pop-up warning saying your computer has a virus, a cold call claiming to be from a well-known tech company's support team, or an alarming message telling you to call a specific number. Once the victim calls or agrees to help, the scammer requests remote access to 'diagnose' the problem.
With remote access, the scammer can show you fabricated diagnostic screens designed to look alarming, 'discover' non-existent problems, and then demand payment for bogus repairs — often hundreds of dollars. They may also install malware, steal passwords from the browser, or access financial accounts while screen-sharing.
Major technology companies do not proactively monitor individual home computers and do not call customers unsolicited to warn about infections. If you did not initiate the support contact, treat any request for remote access as a fraud attempt.
Common red flags
- Pop-up or call says your computer has a virus and provides a phone number to call
- Caller claims to be from a well-known tech company's support department
- Asks you to download a remote access application such as AnyDesk or TeamViewer
- Shows you system logs or diagnostic screens claiming they prove infection
- Demands a payment by gift card, wire, or cryptocurrency to fix the problem
- Asks for access to your bank or financial accounts to process a refund
What to do now
- Close the pop-up using Task Manager if necessary and do not call the number
- Never install software at the request of an unsolicited caller
- If you already installed remote access software, disconnect from the internet immediately
- Run a scan with reputable antivirus software
- Change passwords to your email, bank, and other important accounts from a clean device
- Report the scam to your national cybersecurity authority
Frequently asked questions
I already gave them remote access — what should I do now?
Disconnect your computer from the internet immediately by unplugging the network cable or disabling Wi-Fi. Change all passwords from a different device. Contact your bank to monitor for unauthorised access. Have the computer checked by a trusted professional.
How do I tell if a tech support call is from a real company?
Hang up and call the company's official support number listed on their website. Do not call back numbers provided in pop-ups or by unsolicited callers. Real companies will have a record of any prior contact you have made.