Laptop locked and help is needed to unlock it

Alison McArd 0 Reputation points
2026-08-07T04:45:31.5966667+00:00

Our laptop is locked & there was a number to call. I am suspicious about letting somebody into the system, how do I know if the message is genuine?

Windows for home | Other | Security and privacy
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  1. DaveM121 914.3K Reputation points Independent Advisor
    2026-08-07T05:20:33.47+00:00

    Well done for being suspicious, you would be amazed how many users fall for this!

    This is a well known Tech Support Scam do not click anything on that page and do not phone any number on that page.

    When this happens, open Task Manager (Ctrl + Shift + Esc)

    On the processes tab, locate your browser, then right click it and select 'End Task' on that

    You can then continue to user your PC and browse the Internet .

    Your PC is not infected with malware, this is caused by a browser re-direct on a page you are visiting, try to avoid any page that jumps out to this sort of page.

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  2. AI answer

    2026-08-07T04:45:48.4166667+00:00

    If the message shows a phone number to call, treat it as a scam. Genuine Microsoft error and warning messages never include phone numbers, and Microsoft does not make unsolicited support calls.

    What to do now:

    1. Do not call the number and do not allow anyone remote access to the laptop.
    2. If this is a browser pop-up or full-screen page, close the browser.
    3. If the browser will not close, open Task Manager with Ctrl + Shift + Esc, find the browser process, and select End task.
    4. If the laptop is still stuck, press and hold the power button for at least 10 seconds to force it off, then start it again.
    5. When the browser reopens, if prompted to restore previous pages, choose No.
    6. If the message came by text message, do not click links unless they begin with aka.ms. Microsoft may send genuine security texts from 69525 or from Microsoft, but unsolicited messages should still be treated cautiously.
    7. If concerned that the account itself may be locked, try signing in directly through the normal Microsoft account sign-in page in the browser instead of using any link or phone number shown in the warning.
    8. If this was a scam attempt, report it at https://www.microsoft.com/reportascam.

    A genuine Microsoft account lock normally directs to an aka.ms/ link for the account reinstatement process, not a phone number.

    AI-generated content may be incorrect. Read our transparency notes for more information.

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