Malware and computer viruses

Updates: Keep your devices and apps up to date. Apply software updates promptly to help keep your device secure. This includes protection from ransomware and other types of viruses. Set updates to happen automatically, so you don’t forget.

Antivirus: Make sure your antivirus product is turned on and up to date. Windows and macOS have built in malware protection tools which are suitable for this purpose

Apps: Avoid downloading dodgy apps. Only use official app stores (like Google Play or the Apple App Store), which provide better protection from viruses. Official stores are more thorough in checking the legitimacy of the apps they list

There are many different types of malware or computer viruses that do different things. A lot of infections are designed to either steal personal information you’ve stored on your computer and pass it back to the virus creator so they can steal your identity.

If you’ve saved online banking information, they could use it to log in themselves and empty your account. Alternatively, they may trick you into visiting a fake banking website to steal your details.

In some cases, ransomware is designed to deny you access to your files unless you pay a fee.

Malware gets on to your computer by adding a file from somewhere like an external hard drive, or more commonly by downloading a file when you’re connected to the internet. You may not know your computer has a virus straight away; it can carry out what it’s programmed to do without any visible signs.

The virus may use spyware, which tracks your browsing history to gather information about your online shopping and banking, or keylogging, which can detect the exact letters or numbers you type on your device’s keyboard, stealing usernames and passwords as well as debit or credit card numbers.

Some malware, called scareware, poses as a genuine anti-virus software download, or will tell you to install an urgent-sounding update to keep a virus off your computer.

If you suspect your PC, tablet or phone has been infected with a virus or some other form of malware, follow these three steps to remove the infection and restore your device.

1: Confirm your device is infected

• You may already know for sure because your antivirus product is telling you it has found an infection, or your device is showing ransomware asking you to pay money.
• If you suspect an infection but aren't sure. The easiest way to confirm an infection on a PC or laptop is to run an antivirus scan and see if it detects anything.

2: Try and fix the infection

If you are on a phone or tablet:

• These can't usually be fixed by an antivirus product in the same way as PCs and laptops. The safest solution is to do a factory reset - you can usually find this option in the settings. The exact name of the feature will depend on which type of device you have. The NCSC has published advice where you can learn more about erasing the data on your device

• If this doesn't fix the problem, you'll need expert help.

• If you are using a PC or laptop:

  • Update your device and programs.
  • Open your antivirus product and run a scan, then follow its advice.
  • If your AV can’t clean your device up – you’ll have to wipe it entirely and re-install everything, starting with your operating system. You may need to get expert help to do this.
  • If you cannot download and install an antivirus product because your web browser (e.g. Chrome, Edge, Firefox) is infected, you will probably need to get expert help.

• Restore your backed-up data from the 'last known' good backup. You will lose any data that wasn't backed up, but trying to rescue data while your device is still infected runs the risk of carrying the infection through after wiping and re-installing.

3. After you've fixed the infection

• Follow our advice for setting up your devices securely and keeping them safe
  • Keep your device and programs/apps up to date.
  • Back up your data.
  • Check your device is encrypted.
  • For PCs and laptops, make sure you have antivirus software that is updated regularly.

Report it to us online using a different computer to the one that you think is infected, or call 0300 123 2040. Tell your bank if you think your details have been found by someone else.