Search Ad Scams How Fake Support Ads Steal Control of Your Devices

A sponsored search result can look like an official customer support service. However, one telephone call could give a criminal access to your computer, personal information and bank accounts.

When most people think about online fraud, they imagine suspicious emails, unusual text messages or unfamiliar links. However, some of the most convincing scams now appear in a place we routinely associate with reliable information: the top of our internet search results.

Search ad scams exploit the trust we place in search engines such as Google and Bing. Criminals purchase advertising space, impersonate familiar companies and publish fraudulent customer support numbers. When someone calls for assistance, they may unknowingly connect directly with a criminal.

During Cybersecurity Awareness Month, U.S. Cyber Command highlighted this precise method. Its warning described criminals using sponsored advertisements, familiar branding and legitimate remote desktop software to gain access to victims’ devices.

Having spent much of my professional life investigating criminal behaviour, I believe the most important lesson goes beyond the technical aspects of this scam. The criminal does not necessarily need to hack a computer or defeat sophisticated cybersecurity protections. Instead, they persuade the owner to open the door themselves. That is what makes this form of social engineering so effective.

How Search Ad Scams Actually Work

The attack often begins with an entirely legitimate problem. Someone cannot access their online banking account, needs a refund or has difficulty recovering a gaming profile. Naturally, they search the internet for customer support.

The search engine displays results, sometimes placing paid advertisements above unpaid listings. Unfortunately, criminals can exploit these advertising systems to place fraudulent support information where people are most likely to see it.

The US Federal Trade Commission has warned about deceptive paid search results. Fraudsters may use recognised company names, convincing descriptions and telephone numbers to create an impression of legitimacy.

Once the victim calls, the technical problem becomes secondary. The criminal’s primary objective is to establish trust and persuade the caller to follow instructions. The process typically develops through several stages:

• The search: The victim searches for a bank, technology company, gaming service or customer support number.
• The advertisement: A sponsored result appears with familiar branding and a plausible telephone number.
• The conversation: A person claiming to represent the company answers and offers assistance.
• The fabricated problem: The caller hears that an account has been compromised, a refund requires verification or an urgent security problem needs attention.
• The software installation: The supposed support agent requests installation of AnyDesk, TeamViewer or another remote access application.
• The access request: The criminal asks the victim to share a connection code or approve remote access.
• The exploitation: Depending on the permissions granted, the criminal may access personal information, manipulate accounts or initiate financial fraud.

Importantly, installation alone does not always give an attacker full control. Many remote support applications require connection approval or additional permissions. Nevertheless, fraudsters guide victims through these steps while maintaining the illusion that they are providing genuine assistance.

Remote Access Software Is So Dangerous in the Wrong Hands

AnyDesk and TeamViewer are legitimate programmes. Businesses, technology specialists and IT departments use them to maintain systems and provide technical assistance. However, these programmes can also become powerful tools for criminals. With sufficient permissions, a remote operator may see the screen, control the mouse, enter information and interact with applications. They may also attempt to collect sensitive data, approve transactions or establish further access.

The Cybersecurity and Infrastructure Security Agency explains the malicious use of remote access tools. Its guidance highlights how criminals can misuse legitimate software rather than developing their own malicious programmes. This distinction matters. A programme does not need to be malicious for someone to use it maliciously.

In some cases, ordinary antivirus software may not identify the activity as suspicious because the application itself is legitimate. Furthermore, if the victim approves the connection, basic security protections may not prevent the resulting interaction.

Why These Scams Catch Families

One of the greatest misconceptions about online scams is that victims must be inexperienced or technologically unaware. In reality, criminals exploit normal human behaviour. They identify moments when people feel uncertain, frustrated or worried and then offer a seemingly straightforward solution.

Consider a parent attempting to resolve an unexpected charge on a bank account. They may already feel anxious and want immediate reassurance. A calm, confident person claiming to represent the bank can appear helpful precisely when the parent feels most vulnerable.

Now consider a teenager who has lost access to a gaming account containing purchased items, friends and months of progress. The emotional importance of recovering that account can encourage quick decisions. Although the circumstances differ, the psychological mechanisms are remarkably similar.

The Psychology of Authority and Trust

Search engines have become everyday tools for finding answers. As a result, users often associate prominent search results with relevance and reliability. Criminals exploit this assumption. An advertisement at the top of a search page can create an impression of authority. Add a recognised logo, professional language and a convincing telephone conversation, and the fraudulent service begins to feel familiar.

However, advertising placement is not proof of authenticity. A prominent position does not mean the search engine endorses the organisation or guarantees that its telephone number is genuine. The same caution applies to unpaid search results, which can also lead to fraudulent websites.

Urgency Reduces Critical Thinking

A common element of social engineering is the creation of urgency. The criminal may claim that an account is about to close, an unauthorised transaction is underway or a refund will disappear unless the caller acts immediately. Urgency can narrow attention and encourage people to prioritise the immediate problem over longer term consequences. Consequently, a request to install unfamiliar software may seem like a reasonable step towards resolving the issue.

The criminal may also introduce a sequence of small requests. First, open a website. Next, download a programme. Then, read out a code. Finally, approve a connection. Individually, these instructions may appear harmless. Together, they can give someone substantial access to a personal device.

The Illusion of Professional Help

Scammers do not always behave aggressively. Many use calm, polite and reassuring language because cooperation is more valuable than confrontation. They may explain technical steps clearly, patiently answer questions and use familiar customer service terminology. This creates a particularly dangerous illusion: the victim begins to interpret the criminal’s confidence as evidence of professional competence.

In cyberpsychology, we need to recognise how context, perceived authority and emotional pressure influence decisions. The attack is effective because it manipulates trust rather than simply exploiting technical weaknesses.

The Risks Go Beyond Stolen Money

Financial theft is an obvious danger, but remote access fraud can have consequences that extend well beyond one bank transaction. Depending on the access obtained, a criminal may expose stored documents, photographs, browser sessions, emails and saved account credentials. They may also attempt to alter security settings or install additional software.

An email account can be particularly valuable. It frequently acts as the recovery point for banking, shopping, social media and gaming services. Therefore, compromising an email account can allow attackers to target several other accounts.

In addition, access to a victim’s contacts or messaging accounts can create opportunities for further impersonation. Friends and relatives may receive fraudulent messages that appear to come from someone they trust.

For parents, this also raises concerns about the exposure of children’s information. A shared computer could contain photographs, school correspondence, identity documents and account details relating to other family members. One compromised device can expose information belonging to an entire household.

Practical Steps That Stop Search Ad Scams

The most effective protection begins before a telephone call takes place. Rather than attempting to judge whether an unfamiliar support representative sounds genuine, verify the organisation through an independent source.

1. Find Customer Support Numbers Independently

For banking queries, use the number on your bank card, a trusted statement or the authenticated banking application. For other services, visit the company’s verified website by entering its known address directly. Where available, use the customer support section within the official application.

Avoid relying on telephone numbers displayed in advertisements or search snippets.

2. Never Grant Remote Access to an Unverified Person

Be extremely cautious if someone asks you to install remote access software to resolve a billing problem, refund or account dispute.

A legitimate IT technician may use these tools in an established and verified support arrangement. However, you should never grant access simply because a person answering a number from a search advertisement claims to represent a familiar company.

If you cannot independently establish their identity and authority, end the conversation.

3. Recognise Sponsored Search Results

Search engines identify paid advertisements using labels such as Sponsored or Ad. These results are advertising placements rather than independently verified recommendations.

Scrolling past advertisements may reduce exposure to deceptive sponsored listings. However, unpaid results are not automatically safe either.

Verify the actual website address, particularly when searching for financial services or customer support.

4. Protect Accounts with Strong Authentication

Use unique passwords for important accounts and enable multifactor authentication wherever possible. Passkeys or authenticator applications can offer stronger protection against some forms of credential theft.

Nevertheless, additional authentication cannot guarantee protection when an attacker controls an active device or persuades a victim to approve a transaction.

Never disclose verification codes or approve unexpected authentication requests.

5. Stop When Someone Introduces Urgency

If a supposed support representative pressures you to act immediately, treat that pressure as a warning sign.

End the call and contact the organisation through a verified channel. Genuine account problems can be investigated without allowing an unidentified person to control your device.

For further advice on discussing these risks at home, visit CODA’s Information Guides for Parents.

What To Do If You Have Already Given Remote Access

If you suspect someone has gained unauthorised access, act promptly. The first objective is to interrupt the connection and prevent additional harm.

Disconnect the affected device from the internet. Turn off WiFi and mobile data or disconnect its network cable. This may interrupt an active remote session, although it does not necessarily remove any software or account access already established.

Next, use a different trusted device to contact your bank if financial information may have been exposed. Explain what happened and request appropriate safeguards, including investigation of suspicious transactions and account access.

From that trusted device, change important passwords, starting with your primary email account. Review recovery information, active sessions, forwarding rules and multifactor authentication settings.

Do not assume uninstalling the remote access application removes every risk. Criminals may have installed other software or altered device settings. Where appropriate, arrange a professional security assessment or a clean operating system reinstall.

In Ireland, report suspected criminal activity to An Garda Síochána. Its account takeover fraud guidance specifically addresses criminals persuading victims to install applications that provide access to their devices.

Preserve available evidence, including the advertisement’s address, the telephone number, messages, transaction records and the time of the incident. Where safe, record these details using a separate device.

Finally, report the suspicious advertisement through the search engine’s reporting system.

Protecting Younger Users

Teenagers regularly encounter account recovery problems, in-app purchases, subscription disputes and gaming support services. Consequently, search ad scams should form part of family conversations about online safety.

A young person who has lost access to a valuable gaming account may be particularly motivated to find immediate assistance. For some teenagers, their gaming profile also represents friendships, achievement and social belonging. Criminals can exploit that emotional investment.

At Children of the Digital Age, I encourage parents to move beyond simply telling children not to click suspicious links. Children need to understand how criminals manipulate trust, authority and urgency, particularly when they are already worried about losing access to something important.

Start by exploring CODA’s Resources for Parents, which provide practical guidance for gaming platforms, applications and devices.

Families should agree on a few clear rules. Nobody installs remote access software at the direction of an unknown support agent. Account recovery begins inside the genuine application or official website. Unexpected payments and account problems should be discussed with a trusted adult before action is taken.

Equally important, children should feel comfortable reporting mistakes. If a teenager believes admitting they were deceived will automatically result in losing their device, they may conceal the incident. That delay can give a criminal more time to exploit an account.

Parents should also review CODA’s guidance on Protecting Personal Information Online, available through our parent resources directory. In addition, our Free Parental Controls guide explains how to manage supported downloads, purchases and account settings.

However, parental controls cannot reliably identify every fraudulent advertisement or prevent all forms of manipulation. Education, communication and appropriate account security remain essential.

Why Technology Companies Must Do More

The responsibility for preventing these scams should not fall entirely on individual internet users. Search engines operate sophisticated advertising platforms that can place commercial results directly in front of people seeking assistance. When criminals impersonate established organisations through those systems, the resulting harm is foreseeable.

Although advertising platforms operate verification processes and fraud detection systems, deceptive advertisements can still appear. Consequently, stronger advertiser identity checks, faster removal procedures and more effective detection of impersonation should remain priorities.

There is also a wider issue of public understanding. Many users do not fully appreciate the distinction between a paid advertisement and an independently relevant search result. That knowledge gap creates opportunities for exploitation. The Federal Trade Commission’s guidance on customer service impersonation confirms that fraudulent customer support information has been promoted through paid search results.

This is not simply a question of individuals making poor decisions. It is an interaction between deceptive advertising, human psychology and technology systems that criminals deliberately exploit.

The Criminal Does Not Always Need to Hack You

One of the most important lessons from my work in cybercrime and online safety is that technology alone cannot protect us from every threat. Criminals understand human behaviour. They know that people trust familiar branding, respond to apparent authority and become more vulnerable when they feel pressure to solve a problem. Search ad scams exploit all three.

A parent worried about a bank transaction, a teenager attempting to recover a gaming account or an older adult needing technical assistance may each encounter the same carefully constructed deception. The solution begins with changing how we evaluate trust online.

A professional advertisement is not proof of a legitimate business. A reassuring voice is not evidence of authority. And a genuine piece of software is not necessarily safe when a criminal tells us to install it.

Before handing anyone access to your device, establish exactly who they are and whether they have a legitimate reason to connect. Sometimes, the most effective cybersecurity decision is simply to end the call.

References

• U.S. Cyber Command: Protect Yourself from Phishing Scams with Paid Search Ads
• Federal Trade Commission: Online Search Results, the Good, the Bad and the Scammy
• Federal Trade Commission: How to Spot, Avoid and Report Tech Support Scams
• CISA: Guide to Securing Remote Access Software
• CISA: Cybersecurity Awareness Month
• An Garda Síochána: Account Takeover Fraud Guidance

Further Reading

• Resources for Parents
• Information Guides for Parents
• Free Parental Controls

About Children of the Digital Age

Children of the Digital Age provides online safety education and training for schools, parents and organisations. Our guides support practical conversations about online behaviour and the choices people make. However, education and app settings do not replace safeguarding or professional support.

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