Family Sentinel

Clicked something you shouldn't have?

Take a breath. These emails are built by professionals to fool careful people — clicking is not the disaster; doing nothing next is. Find your situation below and do the steps in order. Most take under five minutes.

Rather have a person walk you through it?
Call or text (940) 281-6672 — we answer, and we'll stay on the line.

1 · I clicked a link, but didn't type anything

The most common case — and usually the easiest.

  1. Close that page or tab now. Don't press anything on it, no matter what it warns you.
  2. If a "virus warning" with a phone number appeared: it's fake. Never call numbers from pop-ups. Close the browser completely (restart the computer if the pop-up won't close).
  3. Tell us — call or use the button in your alert. Just clicking rarely causes harm by itself, but we'll keep a closer watch on the account for the next few days.

2 · I typed my password (or it "logged me in")

Treat the password as stolen — speed matters here.

  1. From a DIFFERENT device (your phone is perfect), change that password immediately. Not from the computer where you clicked.
  2. If you use that same password anywhere else — email, bank — change it there too. Email first: whoever controls your email can reset everything else.
  3. Turn on 2-step verification if it's offered during the reset.
  4. Call us. We'll watch for break-in attempts on the mailbox — that's part of your protection — and help you check what else the password reached.

3 · I downloaded or opened a file

Attachments can carry malware — let's check the computer.

  1. Don't open it again, and don't click anything that appeared after opening it.
  2. Run the built-in virus scan: click Start, type "Windows Security", open it → Virus & threat protection → Quick scan. (On a Mac: just call us.)
  3. Delete the file from your Downloads folder, then empty the trash.
  4. Call us with the scan result — clean or not, we'll tell you what it means and what's next.

4 · I gave card, bank, Social Security, or Medicare details

Money and identity move fast — the phone beats the computer now.

  1. Call the bank or card company right now — use the number on the back of the card, never one from the email. Say "I need the fraud department." They can block or reverse most things if you're quick.
  2. If money was sent by wire or gift card, ask the bank about a recall and report at ic3.gov — we'll help with the report.
  3. For Social Security or Medicare numbers: call us — we'll walk you through the credit freeze (free, all three bureaus) that stops new accounts being opened in your name.
  4. Then call us regardless — we sit with families through the whole recovery. You will not do this alone.

5 · I let someone connect to my computer, or I'm on the phone with them now

This is the "tech support" con. Act physically, not politely.

  1. Hang up. You don't owe them a goodbye. If they call back, don't answer.
  2. Turn the computer completely off (hold the power button if needed). That severs their connection.
  3. Do not pay anything they asked for, and if you already did, go to section 4 above.
  4. Call us before turning it back on — remote-access tools leave doors open, and we'll walk you through closing them.
One more thing: you don't need to keep or re-open the scam email — if we flagged it, we already preserved a secure evidence copy for the bank or police report. Just delete it. And please don't be embarrassed to call: the people we help most are smart, careful people. That's exactly who these are built for.
Family Sentinel members: this help is part of your protection.
Not a member yet? We'll still take the call. (940) 281-6672