The popup looks like this. A loud red banner takes over the screen. It says something like "WARNING: Your computer is infected. Call Microsoft Support at 1-800-..." with a phone number underneath. Sometimes a robotic voice plays. Sometimes the screen flashes.
This is a scam. There is no virus. Microsoft will never call your parent. Apple will never call your parent. The popup is the entire scam. Here is how to stop it from working.
What to tell your parent in the next 30 seconds
If your parent is on the phone with you right now staring at the popup:
- Do not call the number. Not even to tell them off. Just do not call.
- Do not click anywhere inside the popup. Even an X button inside the popup can be fake.
- Close the browser entirely. On Windows: press and hold Ctrl, Alt, and Delete at the same time. Pick Task Manager. Find the browser (Chrome, Edge, Firefox). Click "End task." On Mac: press and hold Command + Option + Escape. Pick the browser. Click "Force Quit."
- If that fails, just turn the computer off. Hold the power button down until the screen goes black. Wait 10 seconds. Turn it back on.
The popup is gone the moment the browser is closed. There is no infection to clean up.
Why these popups exist
It is a category of scam called "tech support scam." Criminals run ads or compromise websites to push a fake virus warning. When the victim calls the number, a person claiming to be Microsoft or Apple convinces them to install remote-access software, then drains their bank account or sells them fake "antivirus" for hundreds of dollars.
The FBI's Internet Crime Complaint Center tracks tech support scams as one of the top three losses for people over 60. Your parent is being actively targeted.
What to do after the popup is gone
Run a real scan to be sure, then harden the setup.
Run a real scan
- Windows: Open Windows Security (built in). Click Virus & threat protection. Click "Quick scan." Done. Microsoft Defender catches most things and is free.
- Mac: macOS catches most things on its own. If you want extra reassurance, run Malwarebytes (free version) once, then uninstall.
Harden the browser
- Turn on a pop-up blocker. Chrome and Edge have one built in (Settings > Privacy > Site Settings > Pop-ups).
- Install uBlock Origin. It is a free browser extension that blocks the ad networks that serve these scam popups in the first place.
- If they use Chrome, turn on "Enhanced Safe Browsing" in Chrome settings.
The bigger problem: they will see another one
Even with a hardened browser, your parent will see another scam popup eventually. The problem is not the popup itself. It is the moment they reach for the phone to call the number. That moment is where the money is lost.
The fix is not "teach them about popups." You have probably tried that. They forget by Tuesday. The fix is making sure there is someone real for them to call first, before they call the scam number.
This is exactly why Kinline exists. When a scary popup appears, your parent calls Kinline (a number they recognize) instead of the number on the popup. Kinline identifies the scam in seconds, tells them what to do, and alerts you. No money lost.
Quick reference card for your parent
Print this and put it next to their computer:
If you see a popup that says you have a virus:
1. Do not call any number on the popup. Ever.
2. Press Ctrl+Alt+Delete (Windows) or Command+Option+Escape (Mac).
3. Force quit the browser.
4. If unsure, call Kinline at (855) 758-6884.
Read more on related parent scams in our roundup of the most common scams targeting seniors right now and our deeper guide to the fake-virus tech support scam.