How to avoid computer infections caused via DHL malspam campaign

What is DHL Email Virus?

Similar to Offer Email Virus and many others, "DHL Email Virus" is a spam email campaign used to proliferate a high-risk trojan called LokiBot. Cyber criminals send thousands of emails by presenting them as notifications of deliveries. Users are encouraged to open attached documents. Once opened, however, these files infect the system with LokiBot.

More about this campaign

Cyber criminals send thousands of emails presenting them as notifications from DHL companies. The messages state that users have received packages, which have not yet been delivered.

To retrieve their deliveries, users must download and print the attached document, however, this is a scam - the opened attachment will immediately download and install LokiBot onto the system. DHL is a legitimate logistics company and has nothing to do with this spam campaign.

Cyber criminals often claim to be employees of legitimate companies or governmental institutions in attempts to give the impression of legitimacy. Users are much more likely to open files when they are received from familiar names. Once infiltrated, LokiBot starts recording user-system information.

Depending on the infiltrated operating system (Windows or Android), LokiBot's behavior may slightly differ, however, its main purpose remains identical: to gather information such as logins/passwords, web browsing activity, and so on.

The presence of this malware can lead to significant financial loss and serious privacy issues, since cyber criminals might gain access to accounts on social networks, banks, and so on.

If you have already opened a "DHL Email Virus" campaign attachment, there is a high probability that your system is infected with the LokiBot trojan. Therefore, scan it with a reputable anti-virus/anti-spyware suite and remove all detected threats.

Examples of similar malware

There are dozens of trojans that share similarities with LokiBot. Adwind, TrickBot, and Emotet are just some examples from a long list.

As with LokiBot, most are designed to record data. In some cases, however, trojans proliferate other viruses (usually, ransomware) and mine cryptocurrencies. In summary, all trojan-type viruses pose a significant threat to your privacy and computer safety, and thus should be eliminated immediately.

How did DHL Email Virus infect my computer?

The "DHL Email Virus" campaign encourages users to download a dubious file. It is presented as a PDF office, however, but is an executable that downloads and installs LokiBot onto the system. As mentioned above, LokiBot targets only Windows and Android operating systems. Thus, users of other platforms are safe.

How to avoid installation of malware?

To prevent these infections, be cautious when browsing the Internet. Carefully analyze each email attachment received. If the file is irrelevant or has been received from an unrecognizable email address, do not open it. In addition, have a legitimate anti-virus/anti-spyware suite installed and running.

These tools can eliminate malicious files immediately after download. The main reasons for computer infections are poor knowledge and careless behavior, and the key to safety is caution. If you have already opened "DHL Email Virus" attachment, we recommend running a scan with Combo Cleaner Antivirus for Windows to automatically eliminate infiltrated malware.

Text presented in the "DHL Email Virus" email message:

Subject: Your Parcel has arrived
ORDER: PI#545223
ARRIVAL PERIOD: Yesterday
Dear Customer,
Your parcel has arrived at the post office. Our courier was unable to deliver the parcel to you.
Please click the attachment to DOWNLOAD AND PRINT RECIEPT
To receive your parcel, please go to the nearest office and show this receipt.
Best Regards, DHL Express Team.

Second sample of "DHL Email Virus" email message distributing either LokiBot or Agent Tesla (depending on the variant):

Text presented in this email:

DHL
AWB NO: 5563164600
ARRIVAL DATE:
Dear Cpnsignee,
Your parcel has arrived at the office. Our courier was unable to deliver the parcel to you due to wrong address from our customer.
To receive your parcel, please go to our closest office to show this AWB/invoice
please click the attachment to download and print invoice
Best regards,
The DHL Team.

Third sample of "DHL Email Virus" email message distributing LokiBot:

Text presented in this email:

Subject: Arrival Notice For BL – 08/23/2018 / Vessel – DHL Express
DHL EXPRESS INTERNATIONAL
The following Package Has been sent via DHL Express International,
Your parcel has been Delivered.
At the request of The Account Holder this notice
informs you that the status of the shipment Is Now Complete.
In order to ensure that your shipment is transferred as soon as possible through
our network, each package requires a single bill of lading.
The details that you have telephoned to our Customer Service team have already
been captured in this electronic bill of lading.
Please validate these details.
Click Here

LokiBot trojan process in Windows Task Manager :

Another variant of "DHL Email Virus" email spam campaign (also proliferates LokiBot). The attachment is named "AWB Number 1428252044.iso" which contains an executable with the same name. The executable is LokiBot trojan.

Screenshot of email:

Text presented within this email:

Dear -

I have arrived with your consignment. But I am unable to reach you.
I cannot locate the final physical address on the airwaybill for this delivery.

Please find your attached contact form. Also I attached the commercial invoice I received for this.

I attached my personal phone number too for easy contact.

Please check file and confirm the details.

I await your kind reply. Urgent.

Kind regards,

Dries Derwael
Senior Customer Retention Advisor

T: +3227155390
DHL Express | Woluwelaan 151 | 1831 Diegem
www.dhlexpress.be

Screenshot of LokiBot's process ("AWB Number 1428252044.exe") in Windows Task Manager:

IMPORTANT NOTE! A variant of "DHL Email Virus" distributes a Remote Administration Tool (RAT) called Remcos. You can read more about this "DHL Email Virus" campaign variant in this article.

Screenshot of "DHL Email Virus" email message that distributes Remcos:

Text presented within this email:

Subject: Alert! Shipment Notification
DHL Express International
Your parcel has-been Delivered.At the request of The Account Holder this notice informs you that the status of the shipment Is Now Complete.
The following shipment is being sent Via DHL Express (INTERNATIONAL), Inc If you wish to track this shipment and view
ETA ,Bill Of Lading

Screenshot of malicious attachment distributed using this campaign:

Another variant of "DHL Email Virus" email spam campaign (distributes Remcos RAT):

Text presented within this email:

Subject: DHL Shipping of Original invoice B/L dated 26/10/2018
DHL Shipment Notification
Shipment Successfully Delivered
The following 1 piece(s) have been sent via DHL ,
2018-10-26 on Shipment Number :4920026193;
Your parcel has-been Delivered.At the request of The Account Holder this notice informs you that the status of the shipment Is Now Complete.
If you wish to view shipment details ;

Screenshot of malicious document attached to this email:

IMPORTANT NOTE! This spam campaign is also used to proliferate another trojan called FormBook. The attachment usually comes in MS Word (.doc or .docx) format. In our examined example the attachment was named "Correction Form.doc".

Screenshot of the email:

Text presented within this email:

Dear Customer,
Your packages arrived at our post service since 21st January, 2019.
Our dispatch agent was unable to deliver the packages to you due to incorrect delivery address details on the package registry as recorded by the sender.
Please kindly check the attached details form and make correction to your delivery address to enable us reschedule your package delivery

Best Regards.
Thanks for choosing Dhl Express.
Warm Regards,
DHL EXPRESS......
CONFIDENTIALITY CAUTION: This message is intended only for the use of the individual or entity to whom it is addressed and may be confidential in nature. If you are not the intended recipient, please notify us immediately by return e-mail and please do delete this message. You should not disseminate, distribute, copy or disclose any information contained herein to any third party. **Please consider the environment before printing this email**

Another malicious attachment (which injects GandCrab 5.2 ransomware) distributed using "DHL Email Virus" spam campaign:

Update December 13, 2019 - Crooks have released yet another variant of DHL spam cmapaign, which now delivers a completely different attachment - an HTML file which asks to enter email credentials. Once entered, this information is saved in a remote server controlled by cyber criminals.

After gaining access to victim's email, crooks can cause a lot of damage, since a lot of people use the same password for multiple accounts. In addition, hijacked emails can be used to steal other accounts by abusing the password recovery feature.

Screenshot of this spam email:

Text presented within:

Subject: Shipping Document Delivery

Notification for shipment=event group for ********;
 
Dear Custome=,
I have attached the soft copy of your shipping document to=this email,
kindly check attachment to view and print shipping document.
Please feel free to contact=me in case of any further assistance.
We thank you for choosing DHL Express.
 
Thanks and regards
Changchang Liu
Customer Care - Executive
 
DHL Express (Hong Kong) Limited   
Level 26, Tower 1, Enterprise Square Five,
38 Wang Chiu Road, Kowloon Bay, Hong Kong.
Telephone: +852 2400 3388
Website: hxxps://shipping.dhl.com.hk
GO – Environmental Pr=tection with DHL
 
CONFIDENTIALITY NOTICE: Thi= message is from DHL and may contain confidential business information.
It is intended solely for the use of the individual to whom it is addressed=2E If you are not the intended recipient
please contact the sender and delete this message and any attachment from y=ur system. Unauthorized publication,
use, dissemination, forwarding, printing or copying of this E-Mail and its =ttachments is strictly prohibited.

Screenshot of the malicious HTML attachment ("Shipping_Document.html"):

Text presented within:

DHL Online Bill Of Lading

DHL Online Security
Please verify your email to prove you are not a robot

Enter email password below
-

Enter Email Password

Preview

Another variant of "DHL" spam campaign used for phishing purposes:

Text presented within this email:

Subject: Delivery Exception: Incorrect Delivery Address

DELIVERY EXVEPTION - INCORRECT ADDRESS

Hello ****,

We are unable to deliver your DHL Express shipment with waybill number 1308881711 because the delivery address we have for you seems to be incorrect.

Please update your address here.

DELIVERY INFORMATION

Waybill No. 1308881711
Delivery Address NIL

Thank you for using On Demand Delivery

DHL Express - Excellence. Simply delivered.

Deutsche Post DHL Group
DHL Express | Contact DHL | Privacy Policy | Unsubscribe
2020 © DHL International GmbH. All rights reserved.

Screenshot of a phishing website promoted via this email:

Yet another variant of DHL spam campaign distributing a malicious attachment:

Text presented within this email:

Subject: Documents /DHL

Dear Customer,

as per the above mentioned awb, please find attached the related documents.

Please be informed that, in order to preceed with Customs clearance,
we need the following instructions:

Enclosed You can find the drafts of these requests

Would you please send us urgently the declaration stated below in order
to proceed with customs clearance formalities.

Best regards,
DHL

Screenshot of the malicious attachment (MS Excel file):

Yet another DHL spam email which distributes Agent Tesla RAT (the attachment is "DHL COURIER PICKUP CONFIRMATION.pdf.ace"):

Text presented within this email:

Subject: DHL Delivery Shipment COVID-19 Be Safe and Stay Strong.

 

Dear Valued Customer,

In the face of the challenges posed by the current global COVID-19 situation, DHL
Express maintains its service while protecting our employees and customers to the best of
our abilities.

Please download your posted original documents attached to confirm accordingly if your
delivery details is correct, before we submit to our outlet office for dispatch to your door
step.

Thank you for using DHL

Sincerely,
DHL Express

This is an auto-generated message sent to:Our Valued Customer.

Yet another DHL-related email distributing a malicious MS Word document ("INV, Shipping documents and BL draft.doc"):

Text presented within:

Subject: DHL Shipment Delivery pickup Notification -Ref ID: 6196654391

Dear Customer,

Attached is the Original Shipping documents and BL as assigned to deliver to you.

Notification for shipment event group "Picked up" for 05 May 2020
AWB Number: 6196654391
Pickup Date: 2020-05-05 01:30:00
Service: P
Pieces: 1
Cust. Ref:
Description: ORIGINAL COMMERCIAL INVOICE, BILL OF LOADING,ETC DOC
Regards

Thank you for shipping with DHL Express Inc.
Deutsche Post DHL - The Mail & Logistics Group.
2018 © DHL International GmbH. All rights reserved.

Terms & Conditions | Privacy system

Example of yet another DHL-themed spam email which is designed to spread TrickBot trojan (the attachment is a .rar archive containing a malicious executable):

Text presented within:

Subject: DHL Shipment Notification : 7348255141

Dear Customer,

Attached is the original shipping documents and BL as assigned to deliver to you.

Notification for shipment event group "Pick Up" for 30 June, 2020.

AWB Number: 7348255141
Pickup Date: 2020-06-30 14:44:09
Service: Express
Pieces: 2
Cust. Ref:
Description: COMMERCIAL INVOICE, BILL OF LADING, ETC DOC

Regards.

Thank you for shipping with DHL Express!

Deutsche Post DHL - The Mail & Logistics Group.
2015 © DHL International GmbH. All rights reserved.

Terms & Conditions | Privacy Statement

Screenshot of yet another DHL-themed spam email used for phishing purposes:

Text presented within:

Subject: DHL DELIVERY RE-COMFIRMATION

On Demand Delivery
Dear  Customer,

Kindly re-confirm your address so that we can deliver the package on time.

Click Here to edit your delivery address and complete this shipment.

Note: If the above input is not correct, the shipment will be cancelled

Reception date: 07/07/2020
Logistics Team

Screenshot of a phishing website (fake DHL site) promoted via this email:

Another variant of a DHL-themed spam email used to promote a phishing website:

Text presented within:

Subject: DHL Tracking Details

DHL Express

Dear

This is to notify you of a shipment that has been assigned to as the recipient
To get tracking details of this shipment, please click the button below:
Track My Shipment Now
Shipment Recipient:
This shipment can be cleared only by:
DHL Express Worldwide

Screenshot of the promoted phishing site:

Example of yet another DHL-themed spam email (targeting German users) used to promote a phishing website:

Text presented within:

Subject: Your package is waiting for delivery.

Dhl Logo Black And White, HD Png Download - kindpng
Ihr Paket wartet auf die Lieferung.
Wichtige Benachrichtigung :
Um die Lieferung so schnell wie möglich abzuschließen, bestätigen Sie bitte die Zahlung (1.99 EUR)
Die Online-Bestätigung muss innerhalb der nächsten 7 Tage vor Ablauf erfolgen.
Folgen Sie meinen Paketen
Sie haben diese E-Mail erhalten, weil Sie bei DHL registriert sind.
2020 DHL Express.

Screenshot of the promoted phishing site:

Yet another DHL-themed spam email used to spread Agent Tesla RAT:

Text presented within:

Subject: DHL STATEMENT OF ACCOUNT - 1606411788

Dear Customer

Enclosed you will find your statement with DHL.

If you have any questions, do not hesitate to contact me by email or
to my telephone number that appear in the statement of account in the part
Upper right.

Cordially,

DHL Express Accounts Receivable Department

Yet another example of DHL spam email used to spread Agent Tesla malware:

Text presented within:

Subject: AWB Number: 6278216733

 

Dear Customer,

Attached copies of agreement documents as assigned to deliver to you.
Notification for shipment event group "Pick Up" for 22nd April, 2021.

AWB Number: 6278216733
Pickup Date: 2021-04-22  14:44:09
Service: Express
Pieces: 2
Cust . Ref:
Description: Agreement Docs & etc

Regards

Thank you for shipping with DHL Express!

DHL Express – Excellence. Simply delivered
Deutsche Post DHL Group- The Mail & Logistics Group.

GOGREEN – Environmental protection with DHL

Please consider your environmental responsibility before printing this email.

A Lithuanian variant of DHL-themed spam email used to spread malware:

Text presented within:

Subject: DHL PRANEŠIMAS

 

Gerbiamas kliente,

Atkreipkite dėmesį, kad siuntėjas MMCITÉ PL SP. Z O.O. per „DHL Parcel"

išsiuntė siuntinį numeriu 23788390235.

Pristatymo adresas: J.Tumo-Vaizganto g. 9/1-63a LT-01108 - Vilnius -Lithuania  .

Numatoma pristatymo data: kita darbo diena

patikrinkite sąskaitą faktūrą ir pristatymo duomenis pridedamame dokumente.

Suplanuoti pristatymo terminai bus nurodyti pranešime, kai kurjeris gaus paketą pristatymui.

Jūs nežinote, ar būsite nurodytu adresu? Dabar galite nuspręsti, kur jūsų siuntinys bus pristatytas.

Nukreipkite siuntinį į  ir patogiai surinkite jį viename iš daugiau nei 10 000 DHL POP siuntų aptarnavimo punktų.
Patikrinkite, ar jūsų vietovėje nėra naujų POP.
Daugiau nei 80% taškų veikia iki 22.00 val. Ar ilgiau.
Mūsų tinklą sudaro Żabka, Inmedio, Relay, 1 minutė, abc, Kaufland, Shell stotys ir atskiri taškai mažesniuose miestuose.

Nepavykus bandymo pristatyti kurjerį, išsiųsime paketą atsiimti DHL POP jūsų vietovėje.
Daugiau informacijos apie siuntos būseną svetainėje: DHL sekimas

Pagarbiai/Best regards,

Karolis Pašiušis

Transporto vadybininkas/Freight forwarder

DHL Freight c/o DHL Logistics Lietuva UAB
Tel. +370 5 2361874
Mob. +370 656 96 013
karolis.pasiusis@dhl.com

dirbu iš namų/working from home

Instant automatic malware removal:

Manual threat removal might be a lengthy and complicated process that requires advanced IT skills. Combo Cleaner is a professional automatic malware removal tool that is recommended to get rid of malware. Download it by clicking the button below:

By downloading any software listed on this website you agree to our Privacy Policy and Terms of Use. To use full-featured product, you have to purchase a license for Combo Cleaner. 7 days free trial available. Combo Cleaner is owned and operated by RCS LT, the parent company of PCRisk.com.

Types of malicious emails:

If you opened an attachment or downloaded a file from a suspicious email, run a full system scan with Combo Cleaner. If you only received the email and didn't engage with it, you don't need to scan anything - just identify the scam and delete it. The full procedure below covers both situations and what to do if you already clicked, replied, or sent money.

Credential theft Phishing emails

Fake login pages disguised as PayPal, Microsoft, Apple, banks, or social networks. The email pushes a link to a near-perfect copy of the real login screen. The moment you type your username and password, the attacker has them.

Common subject lines

• "Action required: confirm your account"
• "Your password expires today"
• "Unusual sign-in attempt detected"
• "Verify your billing information"

Malware delivery Emails with malicious attachments

Trojans hidden inside fake invoices, faxes, shipping confirmations, or Office documents. Opening the attachment runs the payload and infects the system - often with an info-stealer or remote-access trojan.

Common subject lines

• "Invoice INV-2026-XXXX attached"
• "Fax received - 3 pages"
• "Your shipping document is ready"
• "Voicemail from +1-XXX-XXX-XXXX"

Extortion Sextortion emails

Fake claims of webcam recordings demanding cryptocurrency. Almost always a bluff: the attacker pulls a real password from an old data breach to make the threat look credible, then claims to have video of you. They have no recording and no access.

Common subject lines

• "I know your password is XXXX"
• "Your account has been hacked"
• "I have recorded you - 48 hours to pay"
• "You have been compromised"

Callback fraud Refund & callback scams

"Your subscription was renewed for $499 - call to cancel." Norton, McAfee, Geek Squad, PayPal, and Wells Fargo variants are all common. There's no real subscription. The phone number in the email connects directly to the scammer, who walks you through "refunding" yourself - which is actually them stealing money from your bank.

Common subject lines

• "Norton subscription auto-renewed - $499.99"
• "McAfee Total Protection invoice"
• "Geek Squad order confirmation"
• "Your PayPal payment is being processed"

Credential theft Account suspension & verification scams

"Your account will be deleted in 24 hours - verify now." The artificial deadline is the whole point: it pressures you to click before checking details. The "verify" link goes to a phishing page styled to look like the real provider.

Common subject lines

• "Your account will be deleted in 24 hours"
• "Suspicious activity detected - verify now"
• "Final warning: account closure"
• "Action required to keep your account active"

Mixed payload Delivery & package scams

Fake DHL, USPS, UPS, or FedEx tracking, customs fees, or "package undeliverable" notices. Targets anyone expecting a parcel - the timing alone catches many people. The link hides either phishing (asking for card details to "release" the package) or a malware download.

Common subject lines

• "Your DHL package is held at customs"
• "USPS - delivery attempt failed"
• "FedEx tracking update - action required"
• "Pay $2.99 redelivery fee to release your parcel"

Remote access Tech support scams

Fake Microsoft, Apple, or "Windows Defender" security alerts pushing a phone number. Real Microsoft and Apple never email a phone number to call. The number connects you to a scammer who asks for remote access to "fix" the imaginary problem and then demands payment.

Common subject lines

• "Microsoft Defender expired - renew now"
• "Apple ID security alert"
• "Critical: virus detected on your PC"
• "Windows license expired - call now"

Wire fraud Advance-fee scams

Inheritance, lottery wins, romance, or business deals that ask for a small fee to release a much larger sum. The classic "Nigerian prince" 419 family of frauds. Once you pay the first fee, more fees appear (taxes, lawyer, transfer charges) until you stop paying. The promised money never exists.

Common subject lines

• "Inheritance from a relative you didn't know about"
• "You won the international lottery"
• "URGENT - business proposal worth $XX million"
• "Compensation fund release for fraud victims"

Wire fraud Business email compromise (BEC)

CEO impersonation asking employees to wire money or buy gift cards, or fake supplier invoices with newly "updated" bank details for payment redirection. The email often spoofs a real internal executive's display name and uses an external lookalike domain.

Common subject lines

• "Quick task - need you to buy gift cards"
• "Updated banking details for invoice payment"
• "Wire transfer request - urgent"
• "Are you available?" (CEO impersonation opener)

How to spot a malicious email?

Phase 1~ 2 min

Spot - identify the red flags

---

1

Check the sender's actual address, not the display name

30 sec

The display name (the human-readable part) is trivial to fake. Always check the full address that comes after it. Common red flags:

• Domain mismatch - service@paypa1.com, support@micros0ft-help.com, look-alike domains using digits or extra hyphens
• Free-email impersonation - any "official" message from a bank, courier, or platform sent from a @gmail.com, @outlook.com, or @yahoo.com address
• Reply-To mismatch - the From address looks legitimate but Reply-To points somewhere completely different

Why this matters

Real companies own their domains and send mail from them. A "DHL" message from a Gmail address is never legitimate, regardless of how convincing the body looks.

2

Watch for urgency, threats, and generic greetings

30 sec

Scams almost always rush you. The point is to make you act before you think. Treat any of the following as a strong signal:

• "Your account will be deleted in 24 hours"
• "Final notice" / "Immediate action required"
• "Dear Customer" or "Dear User" instead of your real name
• Threats of fines, account closure, legal action, or arrest
• Promises of refunds, prizes, or money you didn't earn
• Spelling and grammar mistakes in messages claiming to come from a major brand

3

Hover over every link before clicking

30 sec

On a desktop, hover the mouse over the link without clicking. The real destination shows in the bottom-left status bar of your browser or email client. On a phone, long-press the link to preview the URL.

• Real Microsoft, PayPal, or bank links go to those exact domains, not redirects through unrelated sites
• Shortened URLs (bit.ly, tinyurl, t.co) hide the real destination - never click them in unsolicited mail
• The visible link text and the actual URL must match - mismatches are the single biggest phishing red flag

Pro tip

When in doubt, don't click the link. Open a new browser tab and type the company's address yourself, then log in normally. If there really is an issue with your account, you'll see it there.

4

Treat unexpected attachments as hostile

30 sec

If you didn't ask for the file, don't open it - even if it appears to come from someone you know. Categories that should never be opened from email without verification through another channel:

• .exe, .scr, .iso, .img, .vbs, .bat - executables, never legitimate attachments
• .docx, .xlsx, .pptx with "Enable macros" prompts - the macros run the malware
• .pdf with "Click here to view" buttons - usually a phishing redirect, not a real document
• .zip, .rar, .7z archives, especially password-protected ones - the password defeats the email scanner

Phase 2~ 2 min

Report and delete - if you haven't engaged

---

If you only received the email and didn't reply, click, or open anything, the steps below are all you need. Your computer is not infected.

5

Don't reply, don't click "unsubscribe"

30 sec

Replying confirms your address is real and monitored, which gets you added to higher-value scam lists. The "unsubscribe" link in a scam message is rarely a real opt-out - it usually leads to a phishing page or downloads a tracking pixel.

Instead, mark the message as junk or phishing inside your email client (this trains the spam filter), then block the sender.

6

Report the scam to your email provider and authorities

1 min

Inside your email client:

• Gmail: open the message → ⋮ menu → Report phishing
• Outlook / Outlook.com: ⋯ menu → Report → Report phishing
• Apple Mail / iCloud: Move to Junk, then forward to reportphishing@apple.com

Forward or report to authorities:

• International: forward to reportphishing@apwg.org
• United States: ic3.gov (FBI)
• United Kingdom: forward phishing emails to report@phishing.gov.uk (NCSC SERS); for financial loss report at reportfraud.police.uk (Report Fraud, the successor to Action Fraud; 0300 123 2040)
• Canada: antifraudcentre.ca
• Australia: scamwatch.gov.au
• EU: your national CERT - find yours via the ENISA CSIRT map

After reporting, delete the email and empty the Trash folder so you don't accidentally open it later.

Phase 3~ 10–60 min

Recover - if you already engaged with the scam

---

Pick the step below that matches what you did. If multiple apply, work through them in the order they appear - the steps are arranged from lowest to highest risk.

7

You only clicked a link (didn't enter anything or download anything)

Scenario: clicked link only10 min

Close the page right away. Don't enter any information, even if the page looks legitimate.

• Clear your browser cache and cookies for the last hour - Chrome/Edge: Ctrl+Shift+Del → Last hour → check Cookies and Cached files
• Run a quick scan with Combo Cleaner in case the page tried to drop a file silently (drive-by download)
• Update your browser to the latest version - most drive-by exploits target outdated browsers
• Watch for new browser pop-ups, redirects, or unfamiliar notifications over the next few days

Why this matters

Modern browsers block most drive-by attacks, but a single click on a phishing page can still be enough on an outdated browser or unpatched plugin. A quick scan catches anything that landed silently.

8

You opened an attachment or downloaded a file - run a full malware scan

Scenario: opened attachment⚠ Highest risk60–90 min

Opening an attachment is the most common path to actual infection. Treat the system as compromised until the scans below come back clean. Work through these sub-steps in order:

8.1Disconnect from the network

Unplug Ethernet and turn off Wi-Fi. If the attachment was an info-stealer or remote-access trojan, this stops it from sending data out or receiving commands. Keep the network off until you've booted into Safe Mode (next step) - you'll reconnect there briefly to download the scanners.

8.2Boot into Safe Mode with Networking, then download the scanners

Windows 11: Settings → System → Recovery → Advanced startup → Restart now → Troubleshoot → Advanced options → Startup Settings → Restart → press 5 or F5.

Windows 10: hold Shift, click Power → Restart → Troubleshoot → Advanced options → Startup Settings → Restart → press F5.

Once Safe Mode has loaded, turn Wi-Fi back on and download Combo Cleaner (used in 8.4) and Microsoft Safety Scanner (used in 8.5). Safe Mode loads only minimal drivers, so most malware can't auto-run while you're getting the tools. Save both installers to your Desktop.

8.3Run Microsoft Defender Offline

Reboot to normal Windows. Open Windows Security → Virus & threat protection → Scan options. Select Microsoft Defender Antivirus (offline scan) and click Scan now. The PC restarts into a stripped-down environment and scans the disk before Windows fully loads - this is what catches rootkits and bootkits.

Recommended antivirus

Combo Cleaner

VB100 certified. Includes anti-trojan, registry/persistence scanning, and anti-spyware in one pass. The 7-day free trial is available.

Download Combo Cleaner

8.4Run a full Combo Cleaner scan

Install Combo Cleaner and run a full system scan (not the quick scan). Let it complete fully, review what it found, and apply the recommended actions. Combo Cleaner will quarantine known trojans and remove their persistence in the registry.

8.5Run Microsoft Safety Scanner as a second-opinion scan

Download Microsoft Safety Scanner (MSERT.exe). The binary expires every 10 days, which means every download has the latest signatures. Run a full scan after Combo Cleaner to catch anything one engine alone might miss.

8.6Reset browsers and clear notification permissions

Many email-borne trojans drop adware that hijacks browsers. Reset each browser you use:

Chrome: chrome://settings/reset → Restore settings to their original defaults. Then chrome://settings/content/notifications - remove unfamiliar sites.

Edge: edge://settings/reset. Then edge://settings/content/notifications.

Firefox: about:support → Refresh Firefox.

8.7Re-enable Defender, Tamper Protection, and update everything

Open Windows Security → Virus & threat protection → Manage settings and confirm Real-time protection, Cloud-delivered protection, and Tamper Protection are all on. Then run Settings → Windows Update → Check for updates and update browsers and applications.

Important

If the scans keep finding new threats on each run, or files reappear after deletion, you may have a deeper compromise that needs a clean Windows reinstall. See pcrisk's full manual malware removal guide for the extended procedure (Process Explorer, Autoruns, hosts file inspection).

9

You entered credentials on a fake login page

Scenario: shared password⚠ Act fast20 min

Assume the attacker has your password and is using it right now. Speed matters.

1. Change the password from a different, known-clean device (your phone is fine if it's not infected). Don't reuse the old password anywhere else.
2. Enable two-factor authentication if you haven't already. Prefer an authenticator app or hardware key over SMS.
3. Sign out of all sessions - most platforms have a "sign out everywhere" option in security settings, which kicks the attacker out.
4. Review recent activity - look for unfamiliar logins, new devices, forwarding rules, or app permissions. Remove anything you don't recognize.
5. Check your other accounts - if you reused that password anywhere else, change it there too. Check your exposure at haveibeenpwned.com.
6. Update security questions - the attacker may have seen the answers in your account profile.

Why email comes first

If you only have time to change one password, change your primary email password - it's the recovery hub for every other account. An attacker who controls your email can reset everything else.

10

You sent money or shared bank, card, or ID details

Scenario: financial loss⚠ Contact bank now30 min

Time is the single biggest factor in recovering money. Banks can sometimes recall a wire or reverse a card transaction within the first few hours.

1. Call your bank or card issuer immediately. Use the number on the back of the card, not any number from the scam email. Ask them to freeze the card, reverse the transaction if possible, and flag the account for fraud monitoring.
2. If you sent a wire transfer or used a money-transfer service (Western Union, MoneyGram, Zelle, Wise), call them directly and request a recall. Some can be reversed within minutes if reported fast.
3. If you sent cryptocurrency or gift cards, recovery is unlikely - but report it anyway, since law enforcement tracks these patterns.
4. File a police report. You'll need the report number for any insurance, bank, or credit-bureau claim. Save the report number.
5. File with the right authority for your country:
   • US: ic3.gov + reportfraud.ftc.gov
   • UK: reportfraud.police.uk (Report Fraud, the successor to Action Fraud; 0300 123 2040)
   • Canada: antifraudcentre.ca
   • Australia: scamwatch.gov.au
   • EU: your national CERT or police cybercrime unit
6. Set fraud alerts on all major credit bureaus if you shared any ID details. US: Equifax, Experian, TransUnion. UK: Experian, Equifax, TransUnion (Cifas Protective Registration is a stronger option).
7. Save all evidence - the original email (with full headers), screenshots of the fake site, transaction records, any phone numbers or chat logs.

Phase 4~ 15 min + 30 days

Verify & monitor

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11

Final scan and startup-app check

15 min

Reconnect to the network and run one final full scan with Combo Cleaner, followed by a Windows Defender quick scan. Then open Task Manager (Ctrl + Shift + Esc) and switch to Startup apps - disable anything unfamiliar.

Make sure Windows, browsers, and any applications you use are fully up to date. The infection vector that worked on you once usually involves outdated software.

12

Monitor accounts and credit for 30 days

5 min/day · 30 days

Most fraud follow-ups land in the first month. Until that window closes, keep watching:

• Bank and card statements - daily for the first week, then weekly
• Email - watch for password-reset confirmations or login alerts you didn't trigger
• Credit report - US: free at annualcreditreport.com; UK: Experian, Equifax, TransUnion all have free tiers
• Breach alerts - sign up at haveibeenpwned.com to be notified when your email appears in new leaks

If anything new appears in any of those, treat it as a continuing compromise: change passwords again, contact the bank again, and update the police report.

Important: If you didn't click anything, didn't reply, and didn't open any attachment, your computer is not infected - just delete the email and move on. If you opened an attachment or downloaded a file, run an automated scan with Combo Cleaner and Windows Defender and stop there. That path catches the vast majority of email-borne malware without the risk of breaking Windows by deleting the wrong file.

Frequently Asked Questions (FAQ)

Why did I receive this email?

There is a high chance that your email has been leaked during a data breach and threat actors use it to deliver malware. This email is not personal. Cybercriminals sent it to all addresses they have in their database.

I have downloaded and opened a file attached to this email, is my computer infected?

It depends on the file type. If that file is executable, your computer is likely to be already infected. Microsoft Office documents, archive files, ISO files, and other files do not infect computers until additional steps are performed (e.g., macros commands in MS Office documents are enabled).

I have read the email but didn't open the attachment, is my computer infected?

No, it is safe to open emails without clicking links or opening attachments.

Will Combo Cleaner remove malware infections that were present in email attachment?

Yes, Combo Cleaner will remove malware from the operating system. It can detect almost all known malware. It is worth mentioning that computers infected with high-end malware have to be scanned using a full scan. Otherwise, high-end malware may remain undetected.