Help desk fraud

What is help desk fraud?

There are several common variations of this form of help desk fraud:

1. You receive a call from an English-speaking person from a so-called help desk (e.g. from Microsoft) with the message that there is a problem with your computer. They usually indicate that you have been hacked or that you have a virus or an outdated license on your computer. The so-called help desk employee can solve the problems for you, for a fee in Bitcoin or other digital currency.
   
   
2. Via a pop-up on your phone or computer with the message that your computer is infected with a virus or that your files have been blocked. To solve/unblock this you have to call a (usually) Dutch telephone number. When this number is called you will get an English speaking person on the line who will say that the problems can be solved for a fee.
   
   
3. Via a fake help desk telephone number that you found on the internet (via a good-looking fake website from, for example, Microsoft). When this number is called, you will get an English-speaking person on the line who will say that the problems can be solved for a fee.
   
   
4. It is also possible that you are contacted via WhatsApp by a person pretending to be a Bitvavo employee, but Bitvavo does not offer WhatsApp support. The malicious person will create a form of urgency and ask for certain information to be provided (such as a selfie). The ultimate goal is to take over your account and send the digital currency to their own wallet. If you receive a strange or suspicious message via WhatsApp, Telegram, Signal, or by SMS, please report this to fraud@bitvavo.com.

I received a call from [phone number]. Was this you?

We never call without making an appointment with you first. If you receive a call and you haven't scheduled an appointment with us, you can be sure that this is not a real Bitvavo employee calling.

What can you do if you suspect you are dealing with a fake help desk?

• Hang up the phone if you receive an unsolicited call from a help desk employee.
• Do not respond to questions/threats.
• Do not give access to your computer (via remote-controlled programs).
• Do not transfer Bitcoin or other digital currencies.
• Disconnect from the internet and turn off your computer.
• Spread the word to family and friends.
• Call your bank and file a report.
• Inform fraud@bitvavo.com.

Note: If you have (accidentally) shared your login details and suspect help desk fraud, please consult the following article.