Cyber criminals try to get people to download viruses or other kinds of malicious software (malware) so they can obtain money, data or access to private devices and accounts. A device can become infected when someone clicks a dodgy link, or if they unwittingly give a fraudster remote access to their computer or other device.
If you think your PC, laptop, tablet or phone has been infected with a virus or malware, DON’T log into any accounts, as the malware may steal those details. Instead, you should follow these steps to remove the infection and restore your device.
1. On a PC or laptop: run antivirus
Antivirus products work by detecting and removing viruses and other kinds of malicious software from your computer or laptop.
Most operating systems on Windows and Apple computers come with antivirus software (e.g. Windows Defender). You can also buy separate antivirus products, such as McAfee, Norton and Avast.
If you have an antivirus product, run a scan then follow its advice.
If your antivirus can’t clean your device, you’ll have to wipe it entirely and re-install everything, starting with your operating system. You may need to get expert help to do this.
2. On a phone or tablet: perform a factory reset
Phones and tablets can’t usually be fixed by an antivirus product in the same way as PCs and laptops.
The safest solution is to do a factory reset – usually found in the device’s settings.
As well as removing any malware, a factory reset will erase all the data on your device, including messages, contacts, photographs, browsing history, passwords and any apps you’ve installed.
If you were regularly backing up your data before the device became infected, you will be able to restore most of it later. If you haven’t backed up your data, you won’t get it back. Make sure you know the logins and passwords for any online services, smart devices or apps you access from this device before erasing your data.
It’s important that you don’t back up your data before you perform a factory reset, as the backup will then also contain the malware. For the same reason, when you’re given the option to restore backups, you should only do so if you’re confident that the backup was created before you installed the malware. If you can’t be sure, you should perform a factory reset and not restore any backups.
3. Restore your backed-up data
If you’ve fixed the infection through antivirus and/or cleared your device, you can now restore the data from your last known good backup.
Unfortunately, any data that wasn’t backed up will be lost, but if you try to rescue data while your device is still infected you run the risk that the infection remains after clearing and re-installing.
When you’re given the option to restore backups, you should only do so if you’re confident that the backup was created before you installed the malware. If you can’t be sure, you should perform a factory reset and not restore any backups.
4. Change your passwords
If you’ve logged into any accounts since installing the malware, it’s vital that you change the password for that account, as it might have been stolen. If you’ve used that same password for any other accounts, you need to update those passwords as well, making sure each one is unique. If you want help choosing and managing strong passwords, follow our advice for improving your password security.
5. Protect your devices from future cyber attacks
Follow our advice for keeping you and your devices safe. From updating software and using antivirus, to backing up data and improving your passwords, here’s how you can protect yourself and others.
How else can we help?
Reporting fraud
Find out how to report fraud and help the police crack down on the criminals behind it.
Support after fraud
Find out how to get support to deal with the practical and emotional impact of fraud.