Emergency Help
My Computer Is Infected or My Files Are Locked
Pop-ups, a locked screen, or a ransom note? Answer a couple of questions and get the right move — without making it worse.
First move: if you can, disconnect the device from the internet (turn off Wi-Fi or unplug the network cable). That alone limits the damage while you work out what you're dealing with. Then answer the questions below.
What to do about malware or a ransomware infection
Contain the device, identify the problem, and recover without paying.
- Disconnect the device from the internet to stop malware spreading or phoning home.
- Identify what you're dealing with: real ransomware, ordinary malware, or a fake "call this number" scam page.
- For ransomware, don't pay — check nomoreransom.org for a free decryptor and restore from an offline backup instead.
- For malware, run a reputable scanner, remove unknown apps and extensions, or reinstall the OS if problems persist.
- Change your important passwords from a separate trusted device once the machine is clean.
Frequently asked questions
Should I pay the ransom to get my files back?
As a rule, no. Payment funds criminals and often doesn't work — some victims pay and still get nothing. Check nomoreransom.org for a free decryptor and restore from a backup. Only ever consider payment as a genuine last resort, ideally with professional advice.
A warning on my screen says my PC is infected and to call a number. Is it real?
No. Legitimate security software and companies like Microsoft or Apple never display a phone number telling you to call for help. It's a tech-support scam designed to get you on the phone or grant remote access. Close the browser and don't call.
Is turning it off and on again enough to remove malware?
Usually not. A restart can clear a stuck scam webpage, but real malware installed on the system survives reboots. You need a proper scan and removal, or a clean reinstall of the operating system.
This is general guidance for common situations, not legal or financial advice. When large sums or physical safety are involved, contact your bank and local authorities directly.