The Tool Desk
Outbyte PC Repair FREERepair Windows errors before they cause bigger problemsFix Now →Outbyte Driver Updater FREEFix the driver behind crashes, sound loss and screen glitchesFind Drivers →If you suspect malware on a device, stop using it to sign in to email, banking, shopping, or other sensitive accounts. Use a different, trusted device to secure your accounts, and address the malware before changing passwords from the affected device. Then review account activity, strengthen sign-in protections, and use each provider’s official recovery process if you are locked out.
First, keep the suspected device away from your accounts
Do not enter passwords or other sensitive information on the device you think may be infected. Malware could capture new credentials as you type them. The Federal Trade Commission (FTC) advises stopping sensitive logins on a suspected infected device and using another device to change passwords. See the FTC’s Malware: How To Protect Against, Detect, and Remove It.
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If a suspicious CAPTCHA led you to download something, disconnect the affected device from the internet. The FTC gives this specific advice for that scenario in its guidance on spotting CAPTCHA scams. Do not use the affected device to visit account-recovery links or approve sign-in prompts.
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On the affected device, update its security software and run a scan. Follow the software’s instructions to remove anything it detects, and restart the device if directed. The FTC also provides guidance in Protect Your Computer from Malware.
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If the scan cannot resolve the issue, the problem returns, or you are unsure what to do, contact the device manufacturer or a technical-support provider you trust. Avoid choosing support through pop-up warnings or unsolicited messages; those can be part of a scam.
Secure accounts from a trusted device
Once you have access to a separate device you trust, start with your primary email account. Someone who controls that inbox may be able to reset passwords for other services. Then secure financial accounts and any other accounts that contain sensitive information or can be used to access additional accounts.
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- Change each important password. Create a new, strong password for every account; do not reuse the same password across services.
- Replace reused passwords everywhere. If the old password was used on more than one service, change it on every account where it was reused.
- End sessions you do not recognize. After regaining control of an account, use its security settings to sign out of other devices or active sessions.
- Turn on two-factor authentication. Enable it where the service offers it, using a method supported by that service.
- Check recovery details. Confirm that the recovery email addresses and phone numbers belong to you and have not been changed.
The FTC’s account-recovery guidance recommends changing the password, signing out of other devices, enabling two-factor authentication, and checking recovery information after you regain control.
Review account activity and respond to suspicious changes
A malware scan does not establish whether anyone accessed an online account. Investigate the accounts themselves for warning signs such as unfamiliar logins, changed contact details, password-reset notices you did not request, messages you did not send, or an unexpected inability to sign in. The FTC lists signs to watch for in its guidance on recovering a hacked email or social-media account.
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- Review recent sign-ins, devices, security alerts, and account changes in each service’s settings.
- Remove unfamiliar devices or sessions and restore any recovery information that was changed.
- If your account sent messages you did not write, warn the people who may have received them not to open links or attachments.
- If personal information may have been stolen, report it at IdentityTheft.gov and follow the recovery plan provided for your situation.
If you are locked out, recover the account through the provider
Use the service’s official website or app and follow its account-recovery instructions. Type the known address yourself or open the app you already use; do not rely on recovery links in unsolicited email or text messages. The FTC links to recovery resources for several common services in its guide to recovering hacked email and social-media accounts.
If you regain access, immediately change the password from a trusted device, end other sessions, enable two-factor authentication if available, and check that the recovery email and phone number are yours.
Rank #4
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Choose a stronger second factor when the service supports it
Two-factor authentication adds a second step to sign-in. Available methods vary by service. The FTC describes a physical security key as the strongest two-factor method, but a key is an optional sign-in factor—not a way to scan for or remove malware. Check that your accounts support the key and that your devices are compatible before buying one. See the FTC’s two-factor authentication guidance.
Quick Recap
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