Fake Mircosoft Scam

Question

Yesterday I was scammed into letting a fake microsoft agent enter my system and add an app I can't remove, Ultraviewer.

Also I concerned other malware or viruses were added to my system. I made a huge mistake doing this.

Please let me speak with a human agent to fix this.

Answer 1

Hi Jeff,

Please advise exactly what steps

didn't work.

Answer 2

Take the following steps immediately on the affected Windows device:

1. Uninstall UltraViewer and any other apps the scammer installed
   • Open Settings > Apps > Apps & features.
   • Find UltraViewer (and any other unfamiliar apps installed recently), select it, and choose Uninstall.
   • For more detailed steps, see Repair or remove programs in Windows from the article Repair or remove programs in Windows referenced in the guidance below.
2. Consider resetting the device
   • Because remote access was granted, resetting Windows is strongly recommended to ensure all malicious changes are removed.
   • Follow Recovery options in Windows to reset the PC from the article Recovery options in Windows.
3. Run a full malware scan
   • Open Windows Security.
   • Go to Virus & threat protection > Scan options.
   • Run a Full scan (or Microsoft Defender Offline scan if available) as described in Stay protected with the Windows Security app.
4. Apply all Windows updates
   • Select Start > Settings > Update & Security > Windows Update.
   • Install all available updates as described in Update Windows.
5. Change passwords
   • Change passwords for the Microsoft account and any other important accounts used on this device (email, banking, shopping, etc.).
   • Use the guidance in Learn how to change your Microsoft account password.
6. Contact banks/credit card providers if any payment was made
   • If any money was paid to the scammer, contact the card issuer or bank, explain it was a tech support scam, and ask them to dispute charges and replace the card.
7. Report the scam and get official Microsoft support
   • Report the scam at https://www.microsoft.com/reportascam.
   • For urgent help from a human support agent, use official Microsoft support channels only:
     • Go to Microsoft Support or Global Customer Service from the links in the references below and follow the prompts to reach a live agent (chat or call-back). Do not use any phone number given by the scammer.

Going forward, remember:

• Microsoft does not make unsolicited support calls or show error messages with phone numbers.
• Do not call numbers shown in pop-ups; close the browser (Alt+F4) or restart the PC instead.

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References:

• Protect yourself from tech support scams
• Protect yourself from online scams and attacks
• Tech support scams
• Microsoft Defender Scam or Do I have a virus on my computer - Microsoft Q&A
• Who do I call for support? - Microsoft Q&A