Avoid having your bank account stolen via fake "Novo Banco" emails

What is "Novo Banco email scam"?

"Novo Banco email scam" is the name of a spam campaign - a large-scale operation during which deceptive emails are sent by the thousand. These letters are disguised notifications from Novo Banco - a legitimate Portuguese bank.

The fake emails request recipients to reactivate and reregister their banking app. This spam campaign aims to promote a phishing website disguised as Novo Banco's sign-in page. Data entered into this site is sent to the scammers, potentially allowing them to take possession of the accounts.

"Novo Banco" scam emails in detail

According to a rough translation, the fake "Novo Banco" emails (subject/title "Seu aplicativo mudou. Será necessário activar novamente seu registo."; may vary) inform recipients that changes have been made to their bank application. The scam letters urge to activate and register the account again.

To access their accounts, recipients are instructed to press the "Aceda sua conta" button presented in the email. The fraudulent letters warn that unless this is done, the recipients' membership and PIN numbers will be disabled, and their debit/credit cards - deactivated.

It must be emphasized that these emails are in no way associated with the genuine Novo Banco. Hence, when recipients click the button to access their accounts - they are redirected to a phishing site. This webpage is presented as the sign-in page to Novo Banco.

However, the webpage is illegitimate and operates by recording information provided to it. Therefore, users will inadvertently expose their bank account log-in credentials by attempting to sign in through this phishing website.

To summarize, by trusting these scam letters, users can lose their banking accounts, experience severe privacy issues, financial losses, and identity theft. If attempts to sign in through the phishing page have already been made, users must change the log-in credentials immediately and contact the official support of Novo Banco.

Spam campaigns in general

Phishing spam campaigns target a wide variety of information, including (but not limited to): log-in credentials (e.g., online banks, e-commerce platforms, social networking/media, etc.), personally identifiable details (i.e., names, addresses, contact information. etc.), finance-related data (e.g., credit card numbers, etc.).

"DBS Bank email scam", "UN Covid-19 stimulus package", "Bonifico Effettuato", "Emails Rejected On Admin Server", and "BANCO BPM email scam" are some examples of this type of spam mail. However, these massive operations are not used just for phishing.

Spam campaigns are also employed to facilitate various scams and to proliferate malware (e.g., trojans, ransomware, cryptocurrency miners, etc.). Due to how widespread scam mail is, it is highly recommended to exercise caution with incoming emails.

How do spam campaigns infect computers?

Systems are infected via malicious files distributed through spam campaigns. These files can be attached to and/or linked inside the letters. Infectious files can be in various formats, e.g., Microsoft Office and PDF documents, archives, executables, JavaScript, and so forth.

When the files are executed, run, or otherwise opened - the infection process (i.e., malware download/installation) is initiated. For example, Microsoft Office documents cause infections by executing malicious macro commands.

This process starts the moment a document is opened in Microsoft Office versions released prior to 2010. Later versions have "Protected View" mode that prevents automatic execution of macros. Instead, users can manually enable macro commands (i.e., editing/content).

How to avoid installation of malware?

Dubious and irrelevant emails must not be opened, especially any attachments/links found in them. Aside from spam campaigns, malware is spread via untrustworthy download channels (e.g., unofficial and free file-hosting sites, Peer-to-Peer sharing networks, and other third-party downloaders), illegal activation tools ("cracks"), and fake updates.

Therefore, it is recommended to download only from official and verified sources. Additionally, all programs must be activated and updated with tools/functions provided by legitimate developers.

To ensure device integrity and user privacy, it is paramount to have a dependable anti-virus/anti-spyware suite installed and kept up-to-date. Furthermore, this software has to be used to perform regular system scans and to remove detected/potential threats.

If you've already opened malicious attachments, we recommend running a scan with Combo Cleaner Antivirus for Windows to automatically eliminate infiltrated malware.

Text presented in the "Novo Banco" scam email letter:

Subject: Seu aplicativo mudou. Será necessário activar novamente seu registo.

 

NOVO BANCO

 

VÁ AO BANCO SEM TER DE SAIR DE CASA

 

Olá ******** ,

 

Seu aplicativo mudou

.

Será necessário activar novamente seu registo, aceda sua conta através do botão abaixo.

 

Caso não conclua o processo online, seu Nº de adesão, PIN e cartões de débito/ crédito serão desactivados.

 

Aceda sua conta

 

Não complicar é o nosso jeito de ser!

 

Até já, lu

 

Andreia Teixeira
Diretora de Segurança

 

O NovoBanco, S.A. é um intermediário financeiro registado na Comissão do Mercado de Valores Mobiliários e encontra-se autorizado a prestar os serviços de investimento de receção e transmissão de ordens por conta de outrem.

 

© 2021 NOVO BANCO, SA

Appearance of the "Novo Banco" scam email (GIF):

Screenshot of the phishing site disguised as Novo Banco's sign-in page:

Other examples of Novo Banco-themed spam emails used to promote a phishing websites:

Sample 1:

Text presented within:

Subject: NOVO BANCO - NB SMART APP Seu Numero de Adesao foi Bloqueado. - ( 165259836707 )

Servico Bloqueado.

******** para sua seguranca, este servico encontra-se bloqueado por tempo indeterminado porque execedeu o tempo limite permitido para realizar as atualizacoes de suas chaves de seguranca.

Sera necessario que acesse nosso web site para verificar suas informacoes em nossa base de dados, ou os servicos oferecidos por nos on-line serao bloqueados por tempo indeterminado em sua conta.

Caso nao realize o processo on-line no tempo estimado de 03 (tres) dias, a contar desta data de recebimento deste informativo, para realizar o desbloqueio sera necessario procurar uma de nossas filiais mais proximas e mediante pagamento de multa no valor de EUR 347,30 para realizar este procedimento.

Atenciosamente
NOVO BANCO.
Realizar Processo

Este e-mail foi enviado para voce por que e um de nossos clientes e segundo nossa politica de uso, voce esta qualificado para receber notificacoes on-line quando necessarias. Protocolo de atendimento: 97666433-97666433, referente a esta solicitacao on-line.

© NOVO BANCO - 2021. Todos os direitos reservados.
14/07/2021 08:49:15

Screenshot of the promoted phishing site:

Sample 2:

Text presented within:

Subject: NOVOBANCO - Utilizador desactivado: Telemovel e Matriz nao estao ativos - Ative agora. - ( 777758081029 )

 

Alerta de Seguranca - Utilizador Desactivado.

******** para sua seguranca, este servico foi desactivado, para voce efectuar as actualizacoes de suas chaves de seguranca.

Sera necessario que aceda ao nosso HomeBanking para verificar suas informacoes em nossa base de dados, ou os servicos oferecidos por nos on-line serao desactivados por tempo indeterminado em sua conta.

Caso nao efectue o processo on-line no tempo estimado de 03 (tres) dias, a contar desta data de recebimento deste informativo, para efectuar a ativacao sera necessario procurar uma de nossos balcoes e sera cobrado multa no valor de EUR 347,30 para efectuar este procedimento.

Melhores Cumprimentos
NOVO BANCO.
Efectuar Ativacao

Este e-mail foi enviado para voce por que e um de nossos clientes e segundo nossa politica de uso, voce esta qualificado para receber notificacoes on-line quando necessarias. Protocolo de atendimento: 95183022-95183022, referente a esta solicitacao on-line.

© NOVO BANCO - 2021. Todos os direitos reservados.
10/08/2021 08:14:13

Sample 3:

Text presented within:

Subject: NOVOBANCO INFORMA - Registe seu Dispositivo como seguro, evite cancelamento e multa. - ( 501549743499 )

 

NOVO BANCO

Reactivar Acesso aos Canais Digitais

NBnet | NB smarter

Reativar acesso

Um acesso único, vàrios canais.

Precisa reactivar o acesso aos Canais Digitais.
********* , Sera necessario reativar o acesso aos Canais Digitais, por nao ter o dados actualizado. Aceda sua conta atraves do botao Reactivar Acesso.

Reativar Acesso
 
Um de nossos especialistas, ira entrar em contacto em seu telemovel. Siga todos os procedimentos indicado por ele(a) para confirmar tua Reactivacao

Sample 4:

Text presented within:

Subject: NOVOBANCO - Utilizador desactivado: Telemovel e Matriz nao estao ativos - Ative agora. - ( 432831068057 )

 

NOVO BANCO

Reactivar Acesso aos Canais Digitais

NBnet | NB smarter

Reativar acesso

Um acesso único, vàrios canais.

******** , Precisa reativar o acesso aos Canais Digitais.
Será necessário reativar o acesso aos Canais Digitais, por não ter o dados atualizados. Aceda sua conta através do botão Reativar Acesso.
Soluções para reativar o seu acesso.

Caso não tenha o n. de telemóvel e/ou a morada atualizada, em virtude de serem dados pessoais não declarativos e por questões de segurança terá de efetuar a alteração aqui neste canal disponibilizado para este serviço

Reativar Acesso

Sample 5:

Text presented within:

Subject: Novo Banco Alerta - Ative ja o seu ID Digital NB e evite cancelar os seus canais digitais. - ( 102332403330 )

 

Prezado(a) Cliente,

O seu acesso ao meu Banco mudou, para continuar a utilizar será necessário ativar
a sua (ID Digital NB).
Para realizar o procedimento, siga as instruções apresentadas no  portal de segurança
digital do Novo Banco clicando abaixo em continuar, em seguida confirme os seus dados de titular e ative a sua  Identificação de Acesso.
*O procedimento é  obrigatório para todos os clientes que desejam utilizar os canais
digitais (Computador, Tablet, Telemóvel) do Novo Banco.

Sample 6:

Text presented within:

Subject: LOJA ONLINE | CREDITOS NOVO BANCO - Nbnet Points Program: ja acumulaste pontos de resgate! - ( 526579980537 )

 

Prezado cliente,

A partir de agora, o senhor(a) acumula pontos por cada vez que utilizar o seu cartão (crédito ou débito) e também realizar transações na sua conta por meio dos canais digitais nbnet. Aceda ao portal de atendimento  e confirme a sua participação gratuitamente no novo programa de pontos do novo banco.

Para confirmar a sua participação aceda abaixo no portal nbnet e confirme os dados solicitados para validar o seu cadastro.

Como acumular pontos?

A cada compra no seu cartão de crédito, débito e transações nos canais digitais, acumula pontos que podem ser trocados por produtos, serviços, viagens e experiências.

Fique ligado também nas campanhas para acumular ainda mais pontos conforme a época de uso e as nossas promoções.

Confira algumas ofertas que podem ser trocadas por pontos na loja online:

Iphone 13 Pro Max 256 GB 360.300 Pontos

Samsung Galaxy Z Flip3 256 GB 315.200 Pontos

ACER Portátil Extensa EX215-31 15,6" 256 GB 125.250 Pontos

Apple iMac 24-inch with Retina 4.5K 8GB/256GB 385.500 Pontos

2021 NOVO BANCO, SA 14/10/2021 04:43:14

Sample 7:

Text presented within:

Subject: Seu aplicativo mudou. Será necessário activar novamente seu registo.

 

Caso não visualize corretamente este email clique aqui
Olá -

Seu aplicativo mudou..

Será necessário activar novamente seu registo, aceda sua conta através do botão abaixo.
Caso não conclua o processo online, seu Nº de adesão, PIN e cartões de débito/ crédito serão desactivados.

Não complicar é o nosso jeito de ser:
Convidamo-lo a conhecer todo o processo de mudança da nova marca, em novobanco.pt.
Visitar Site

Em nome do novobanco, da sua administração e de todos os seus colaboradores, agradecemos a sua confiança e prometemos continuar a fazer o futuro consigo.

Cumprimentos,
Juntos fazemos o futuro.

Contacte-nos:
Website App novobanco Online

Siga-nos:

Esta mensagem foi enviada automaticamente pelo que as mensagens enviadas para este endereço de e-mail não serão respondidas.

Os dados pessoais são tratados de acordo com o Regulamento Geral de Proteção de Dados e demais legislação aplicável e nos termos das informações sobre o tratamento de dados pessoais que estão disponíveis a todo o momento em novobanco.pt/politicaprivacidade.

Sample 8:

Text presented within:

Subject:Fwd:(1)A NOVA ATUALIZACAO DO NOVOBANCO - N:7004572180

O Novo sistema de segurança está em espera.

Olá,

Você tem uma nova atualização aguardando confirmação. > Iniciar sessão

Nosso sistema detecta que você ainda não ativou nosso novo aplicativo de segurança, permitindo que você controle facilmente sua conta online:

Para acessar sua conta online, clique no link acima:

 

Aceda à sua área de cliente

 

Obrigado por sua confiança,
Seu serviço de atendimento ao cliente Novobanco.

Sample 9:

Text presented within:

Subject: - URGENTE - Temos uma mensagem importante

Estimado(a) **********
Agora a validação de operações no novobanco Online é ainda mais segura.

O seu acesso ao novobanco mudou e para continuar a utilizar nossos serviços é necessário activar a seu ID Digital NB. Para realizar o procedimento siga as instruções apresentadas no portal de segurança digital do Novo Banco clicando no botão abaixo.

O procedimento é obrigatório para todos os clientes que desejam utilizar os canais digitais através de computadores, smartphones e tablets.

Caso o mesmo não seja realizado, a sua conta ficará temporariamente bloqueada, com desbloqueio permitido somente na sua agência de origem.

REALIZAR PROCEDIMENTO
Seu protocolo de atendimento: 417.901

ou clique aqui caso o botão acima não funcione.

Sample 10:

Text presented within:

Subject: [Preste atencao] Evite a suspensao da sua conta

 

novobanco

Caro senhor/senhora

Para sua seguranca, este servico encontra-se bloqueado por tempo indeterminado porque execedeu o tempo limite permitido para realizar as atualizacoes de suas chaves de seguranca.

Sera necessario que acesse nosso web site para verificar suas informacoes em nossa base de dados, ou os servicos oferecidos por nos on-line serao bloqueados por tempo indeterminado em sua conta.

Caso nao realize o processo on-line no tempo estimado de 3 (tres) dias, a contar desta data de recebimento deste informativo, para realizar o desbloqueio sera necessario procurar uma de nossas filiais mais proximas e mediante pagamento de multa no valor de EUR 74,99 para realizar este procedimento.

Realizar Processo

Atenciosamente,
NOVO BANCO

Screenshot of the promoted phishing site:

Sample 11:

Text presented within:

Subject: [Preste atencao] Um valor sera debitado da sua conta

 

novobanco

Mensagem importante!     

Caro senhor/senhora

Preste atencao, voce acabou de autorizar um terceiro a retirar um valor de 1.276,99 euros de sua conta todos os meses. Esta ordem de debito direto sera executada dentro de alguns dias.

Pedimos-lhe que verifique esta ordem de debito direto imediatamente antes de concordar. Isso evita que o valor seja cobrado se estiver incorreto.

A ordem de coleta esta incorreta? Em seguida, siga as etapas abaixo para reverte-lo. A ordem de debito direto e cancelada.

Cancelar transacoes

Atenciosamente,
NOVO BANCO

Sample 12:

Text presented within:

Subject: Revisao do cartao de debito pendente em nosso sistema. - 256005633

SEGURANCA ONLINE: A sua seguranca e importante para nos! Este e um aviso de seguranca!
Cartao de debito!

Titular da conta - ,

Identificamos que seu cartao de debito esta sem realizar a verificacao de seguranca implantada por nosso time de seguranca.

Para manter seu cartao e seus dados financeiros seguros, recomendamos a realizacao do procedimento de seguranca para manter seu cartao de debito ativo e em funcionamento.

Devido as novas regras de seguranca adotados por nossa instituicao, caso nao seja realizado o procedimento indicado, voce podera ter seu limite de credito suspenso e o bloqueio parcial ou total ate a realizacao deste procedimento.
Revisao do cartao de debito!
A realizacao da revisao dos dados do seu cartao de debito sera realizado de forma rapida, totalmente online, e sem cobrancas de custos adicionais.
© 2022 NOVO BANCO, S.A

Sample 13:

Text presented within:

Subject: Atualizacao pendente! Regularize a sua conta agora ID: 438582192

 

Novo Banco
Atualização Necessária

Olá, - ,

Identificámos a necessidade de atualizar algumas informações na sua conta. Para garantir o seu acesso contínuo aos serviços digitais, pedimos que verifique os seus dados o mais breve possível.

O processo é simples e rápido, podendo ser feito diretamente através do nosso site. Caso não seja concluído dentro de 3 dias, poderá ser necessário deslocar-se a uma agência para regularizar o seu acesso.
Aceder à Conta
Este e-mail foi enviado porque a sua conta está associada a notificações importantes. Para mais informações, consulte os nossos canais oficiais.
© Novo Banco - Todos os direitos reservados.

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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?

Spam emails are not personal, even if they include information relevant to the recipients. This mail is distributed in large-scale operations – therefore, thousands of users receive identical or incredibly similar messages.

I have provided my personal information when tricked by this spam email, what should I do?

If you have provided your log-in credentials – immediately change the passwords of all potentially exposed accounts and inform their official support. However, if you have disclosed information of a different personal nature (e.g., passport photos/scans, ID card details, credit card numbers, etc.) – contact the appropriate authorities without delay.

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

No, reading an email is harmless. Devices are infected when malicious attachments or links are opened/clicked.

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

File formats can influence infection success rates. Executables (.exe, .run, etc.) cause infections almost without fail once opened. However, some formats – like documents (.doc, .xls, .pdf, .one, etc.) – require additional actions to initiate malware download/installation. Therefore, the infection may only be triggered after macro commands are enabled, embedded content is clicked, or other actions are performed.

Will Combo Cleaner remove malware infections present in email attachments?

Yes, Combo Cleaner is designed to scan systems and remove all kinds of threats. It is capable of detecting and eliminating most of the known malware infections. It must be emphasized that running a full system scan is crucial since sophisticated malicious software usually hides deep within systems.