Someone got into your computer. Here is what to do right now.
Stay calm. Work through these steps in order — most of what matters can still be protected.
📞 Call Thomas: (928) 852-8873 💬 Text a scam check: (928) 399-7366
The free help line answers day or night. This page is here so you have the steps even before you reach anyone.
First, turn the computer off
Turn it off. That stops whoever has remote access from doing anything more while you decide what to do next. If it will not shut down the normal way, hold the power button until it does, or unplug it from the wall and from the network — either works. What matters is that it stops responding to them right now.
Call your bank from the number on your card, not the one on screen
Use the number printed on the back of your card or on a statement — never a number a pop-up, an email, or a caller gave you. Tell them what happened and ask them to watch the account. If a card number, password, or one-time code was shared on a call or typed into anything during this, say so — that is what tells them what to lock or reissue.
What not to do
No real bank, court, or company asks to be paid in gift cards. That request alone means it is a scam.
The number on the warning is answered by the same people who put it there.
If they call again offering to "finish the fix" or "refund" you, hang up. A real refund never needs your screen.
What happens when Thomas comes: your accounts first, then the machine
We go through what was open or visible on the screen during the intrusion and secure those accounts first — a drained account can be gone for good, while a machine can always be fixed. Then the remote-access tools are removed and the computer is checked over, billed at the standard $95/hr on-site rate, first hour minimum. No travel charge in Sedona, Village of Oak Creek, Cornville, Cottonwood, Clarkdale, Camp Verde, Rimrock and Lake Montezuma. Flagstaff, Prescott and Prescott Valley by appointment, $60 trip charge. If the machine needs a full wipe and reinstall, that is scoped and quoted with you before any of that work begins — nothing is done without your say-so.
A second opinion at any hour
Not sure if something is a scam, or want to talk it through before you act? Text or call (928) 399-7366 any time. Red Rock Buddy is a smart computer assistant, not a live person; Thomas sees every conversation. That is how it can answer at any hour, at no charge. For hands-on help, call Thomas directly at (928) 852-8873.
Living out of state and it happened to them, not you?
Call or text (928) 399-7366 to set up a visit. Thomas confirms everything directly with your parent, comes to the house, and can call you afterward to let you know how it went — see in-home tech help for the patient side of this.
Asked in the first ten minutes.
What is the very first thing I should do?
Turn the computer off. That stops whoever has remote access from doing anything more while you decide what to do next. If it will not shut down the normal way, hold the power button until it does, or unplug it from the wall and from the network. Either works.
Who do I call about the money?
Your bank and card companies, using the number printed on the back of your card or on a statement — never a number a pop-up or a caller gave you. Ask them to watch the account and, if anything was shared, to lock or reissue the card.
Should I ever call the number on the pop-up?
No. A pop-up telling you to call a number is part of the scam, not a fix for it. Real security warnings from Microsoft, Apple or your bank never ask you to call a phone number on your screen.
What happens when Thomas comes to look at it?
Accounts before hardware. We go through what was open or visible during the intrusion and secure those first, then contain and clean the machine — billed at the standard $95/hr on-site rate, first hour minimum. If the machine needs a full rebuild, that is scoped and quoted with you before any work begins.
Can I check with someone before doing anything else?
Yes, any hour. Text or call (928) 399-7366. Red Rock Buddy is a smart computer assistant, not a live person; Thomas sees every conversation. It answers free scam checks 24/7. For hands-on help, call Thomas directly at (928) 852-8873.
What if this happened to my mom or dad, and I live out of state?
Call or text (928) 399-7366 to set up a visit. Thomas confirms everything directly with them, comes to the house, and can call you afterward to let you know how it went.
The Federal Trade Commission keeps a plain-English guide to tech-support scams, checked 2026-09-26: consumer.ftc.gov/all-scams/tech-support-scams.
Not sure? Ask before you act.
Text a photo of what's on the screen to the free line, any hour, and get a plain answer before you do anything else.
💬 Text a scam check: (928) 399-7366 📞 Call Thomas: (928) 852-8873