Fake Customer Support Scams
Imposters posing as retailer or platform support to steal logins, payments or remote access.
Last reviewed: 1 June 2026
What this scam is
Fake customer support scams impersonate a retailer, marketplace or platform's help team — through fake phone numbers, social profiles or search ads — to steal credentials, payments or device access.
How it works
You search for support and reach a fake number or profile, or a 'support agent' replies to your public complaint. They ask you to verify details, pay a fee, or install remote-access software, then exploit it.
Common red flags
- Support that contacts you first after a public complaint
- Requests to install remote-access software
- Asking for full card details, passwords or one-time codes
- Numbers found via ads rather than the official site
Sanitized example messages
Illustrative, sanitized examples. Personal details are replaced with placeholders such as [phone number] and [fake link].
Hi, this is [retailer] support. To process your refund, install [remote tool] and share the code.
Payment methods used
- Card details harvested
- Gift cards
- Remote access to bank apps
Who is usually targeted
- Shoppers seeking refunds
- People with delivery or account issues
What to do immediately
- Stop — use only contact details from the official website/app
- Never install remote-access tools at a stranger's request
- If you shared access, disconnect and secure your accounts
Evidence to preserve
- The profile/number
- Chat or call notes
- Any software you were asked to install
Where to report it
- Action Fraud (UK) — UK national fraud & cybercrime reporting centre
- FTC ReportFraud (US) — US Federal Trade Commission fraud reports
- FBI IC3 (US) — US Internet Crime Complaint Center
- Scamwatch (Australia) — Australian competition & consumer reporting
- Your bank's fraud line — Use the number on the back of your card or in your banking app — never a number the caller gives you
Always verify reporting routes and emergency contacts on the official government or agency website for your country.
Frequently asked questions
How do I find genuine support?
Always start from the retailer's official website or app and use its listed contact channels. Avoid 'support' numbers from search ads, and never let support reached this way control your device.