Fixing common phone and computer problems, and getting help without getting scammed

The short answer

Try the safe fixes in order: restart, update, free up storage, then check the Wi-Fi or cellular connection.
Turn on automatic updates and make a backup today, before something breaks.
Guard your email, bank and patient-portal accounts with a long password and two-step login. Use a passkey where one is offered. Never read a verification code to anyone.
A pop-up or caller that says your device is infected and gives you a number to call is a scam. Real security warnings never ask you to call. Don't let a stranger connect to your computer.
In California, makers of covered phones, laptops and appliances must offer repair parts, tools and manuals for years after a model ends. Old electronics and batteries can't go in the trash.
The federal Affordable Connectivity Program ended on June 1, 2024. Federal Lifeline and California LifeLine still lower phone bills for households that qualify.

Fix it yourself first: a safe order to try

A slow phone, a frozen app or a laptop that won't connect is worth a few minutes of your own effort before you pay anyone. Work through these steps in order. Stop when the problem goes away.

Restart. Turn the device all the way off, wait about 30 seconds, and turn it back on. Locking the screen or closing a laptop lid is not the same thing.
Update. Install any waiting updates for the operating system and your apps. The next section explains why.
Free up storage. Open Settings and search for "Storage" to see what is filling the device. Delete apps you no longer use, and old videos and downloads you have already backed up. A device that is nearly full may not have room to install updates.
Check the connection. Find out whether the problem is the device or the network. Does another phone or computer on the same Wi-Fi work? Turn Wi-Fi off and on, or switch to cellular data to test. Restart the router by unplugging it for a short time. If nothing in the house connects, call your internet company at the number on your bill.
Look for signs of malware. The Federal Trade Commission (FTC) lists warning signs: sudden slowdowns, freezes or crashes; a browser home page that changes; new toolbars; a flood of pop-up ads; repeated error messages; and emails or posts you didn't send. If you see them, the FTC says to stop logging in to online accounts, update or install security software, run a scan, then change your passwords and turn on two-factor authentication.
Get help from a source you choose. Contact the maker only through the contact details on its official website, typed in yourself, or go to a company you know and trust or a store that offers in-person tech support, as the FTC suggests. Don't just call the first support number a search engine shows you: the FTC warns that these numbers aren't always real.

A health note. If you rely on your phone for video visits, a patient portal, medicine reminders or an app that works with a medical device, keep your clinic's and pharmacy's phone numbers, and a list of your medicines and allergies, on paper too. A dead or broken phone then won't cut you off from care. For video visits, see the telehealth visit checklist.

Software updates: why they matter

The Cybersecurity and Infrastructure Security Agency (CISA), the federal cyber-defense agency, puts it simply: "Many software updates are created to fix security risks." Criminals look for weak spots, and companies issue updates to "patch" them as quickly as they can. Updates also fix bugs. CISA's advice:

Turn on automatic updates. Look under "Software" or "Security" in settings, or search settings for "automatic updates."
Don't make "Remind me later" a habit. Install critical updates as soon as you can.
Update everything, especially your web browser and security software.

The FTC says phone system updates "often include critical patches and protections against security threats," and that you should set your phone to update automatically and update your apps too. Your Wi-Fi router runs software as well. The FTC's router advice is to check the maker's website for updates, or, if your internet company supplied the router, to ask whether it updates it automatically. Also change the router's default admin password, and use WPA3 or WPA2 encryption.

Get updates only from the source. Install updates from your device's own settings or its official app store. The FTC warns against software ads on social media and search engines: go to the company's website by typing the address yourself. If an older device no longer gets updates, ask the maker whether it still gets security fixes.

Back up before something breaks

A backup is a second copy of your photos, contacts and files, kept somewhere other than the device. With a backup, you can get your information back if the device is lost, stolen, broken or infected. It also protects you before a repair, a reset or a trade-in.

Phone. "Regularly back up the data on your phone to the cloud or your computer," the FTC advises. Phones have a built-in backup setting; search Settings for "Backup."
Computer. Use a cloud storage service (the FTC suggests one that offers multi-factor authentication), or an external hard drive or USB flash drive. You may be able to schedule automatic backups.
Test it. Open one photo or file from the backup to make sure it worked.

The FTC also recommends a screen lock with at least a 6-digit passcode, and turning on the phone's built-in "find my device" feature so you can locate, lock or erase a lost phone.

Start with the accounts that matter most. CISA suggests checking whether your email accounts, banks, health care providers and other important accounts offer multi-factor authentication. Do email first, because password-reset links for your other accounts go there.

Make passwords long and different

Make it long. The FTC says to aim for at least 12 characters. A passphrase, "a series of words separated by spaces," works if the words are random. Avoid common phrases, song lyrics and movie quotes.
Don't reuse passwords. A breach at one site is, in the FTC's words, "a reason to never reuse the same username and password." If a password may have been exposed, change it right away, and anywhere else you used it.
Let a password manager remember them. Your browser or a separate password manager can create and save strong passwords. The FTC suggests reading expert reviews to choose a reputable one.
Treat security questions like passwords. If the real answer is findable online, the FTC suggests a long, random answer you can remember.

Add a second step

Two-step login (two-factor or multi-factor authentication) asks for something besides your password. As the FTC explains, "a hacker who steals your password can't log in to your account without another authentication factor." The common options compare like this:

Method	How it works	What federal agencies say
Code by text or email	A one-time code is sent to you.	The FTC calls it "the least secure type," because a scammer can take over your number with a SIM swap. Still "better than nothing" if it is the only choice.
Authenticator app	An app on your phone shows a new code every 30 seconds (CISA).	Safer than texted codes, the FTC says.
Security key	A small physical key that plugs into a USB port or connects by tapping (NFC).	"Security keys are the strongest method of two-factor authentication" (FTC).
Passkey	A digital key kept on your phone, computer or password manager replaces the typed password.	NIST says passkeys, "when implemented correctly," are phishing-resistant.

What a passkey is

A passkey replaces a typed password with a digital key stored on your own device or in your password manager, and it can sync to your other devices. The National Institute of Standards and Technology (NIST), the federal standards agency, says passkeys used correctly provide a phishing-resistant way to sign in: there is no password for a fake sign-in page to collect. If a site you trust offers a passkey, it is reasonable to accept. Keep a strong screen lock on any device that holds passkeys.

The FTC is blunt: "Anyone who asks you for your account verification code is a scammer." The code is only for you to sign in. If someone asks for it, hang up or stop texting. If you are worried about the account, contact the bank or company directly at a number you trust, such as the one on your statement or in its app.

Tech-support scams: pop-ups and fake callers

In 2025, the FBI's Internet Crime Complaint Center (IC3) received 47,794 tech-support scam complaints, with reported losses of more than $2.1 billion, according to its 2025 annual report. People 60 and older filed about 21,300 of those complaints and reported about $1.04 billion in losses. For that age group, tech-support scams ranked second both in number of complaints and in dollars lost.

How they start

A pop-up says your computer has a problem, sometimes using the name Microsoft, Apple or Geek Squad, and gives a number to call.
An unexpected call, text or email reports a problem, a fraud alert or a refund you are owed.
You search online for a support line and call a number that isn't really the company's.

The "technician" asks to control your computer remotely, pretends to find problems, and asks you to pay. The FTC says they want to sell useless services, steal your card number or install malware.

The rules that protect you

Real warnings don't give phone numbers. "Security pop-up warnings from real tech companies will never ask you to call a phone number," the FTC says.
Hang up on surprise calls about a computer problem. The FTC says it's a scam.
Don't let a stranger in. The FBI says not to download software at the request of someone you don't know, and not to let an unknown person control your computer.
Watch how they want to be paid. "Somebody who tells you to pay with a gift card, money transfer, or Bitcoin is a scammer. Always," says the FTC. The FBI adds that the U.S. government will never ask you to send money by wire to a foreign account, by cryptocurrency, or by gift or prepaid card.
Never mail cash. The FBI has warned of scammers who tell older adults to ship cash hidden in magazines. Its advice: "Never send cash via mail or shipping companies."

If a scary pop-up won't go away, don't click anything in it and don't call. Close the browser; if it won't close, restart the device. Then, as the FTC suggests, update your security software and run a scan.

Example (fictional): A retired bookkeeper sees a warning: "Virus detected. Call Microsoft Support now." She calls. A "technician" connects to her laptop, then hands her to a "bank fraud officer," and later a "federal agent" sends an official-looking letter. Each tells her to move her savings to a "safe" account and tell no one. The FBI calls this the "Phantom Hacker" scam; it can empty retirement accounts. The safe move at step one: close the warning and don't call.

Already called, paid or let them in? Do this now

What happened	What to do now
You called, but gave nothing	Hang up and don't call back. Report the number at ReportFraud.ftc.gov.
You let them connect to your computer or installed their software	Stop logging in to accounts on that device. Update security software and run a scan. From a device you trust, change your passwords and turn on two-step login.
You gave a card number or paid a "fee"	Call the card company or bank at the number on your card. Say it was fraud.
You gave a password or verification code	Contact that bank or company directly at a number you trust. Change the password and turn on two-step login.
You sent money by wire, cryptocurrency, gift card or cash	Contact the company you paid through right away. Report to IC3 with names, phone numbers, websites and the accounts you paid.
You moved money to a "safe" account	Call your bank now. Report to IC3 at ic3.gov and to your local FBI field office.

Report every tech-support scam to the FTC at ReportFraud.ftc.gov or 1-877-FTC-HELP (1-877-382-4357), even if you lost nothing. If the scam started with a text message, see Fake delivery, toll and bank texts.

Getting a repair: California's Right to Repair Act

California's Right to Repair Act (Senate Bill 244, Chapter 704, Statutes of 2023) was signed on October 10, 2023, and its repair requirements became operative on July 1, 2024. It is in the Public Resources Code, section 42488 and following. It requires makers of covered electronics and appliances to make repair documentation, parts and tools available to owners and repair shops "on fair and reasonable terms," whether or not the warranty has run out.

What it covers. According to the state Bureau of Household Goods and Services (BHGS), a product is covered if all three are true: it was made and sold or used in California starting July 1, 2021; its wholesale price is $50 or more; and it counts as an electronic set or appliance under state law. The bureau's examples include cell phones, laptops and many home appliances.

Wholesale price of the product	Parts, tools and manuals must be available for at least
$50 to $99.99	3 years after the model was last made
$100 or more	7 years after the model was last made

What it doesn't cover. Video game consoles, alarm systems and agricultural equipment. A maker can also comply by giving you an equal or better replacement free. The state, or a city or county, enforces the law, with penalties starting at $1,000 a day.

Choosing a repair shop

Check the license. BHGS says anyone paid to repair electronics or appliances must be licensed with the bureau. You can check a license or file a complaint at bhgs.dca.ca.gov or (916) 999-2041.
Read the notice. A shop that isn't the maker's authorized repairer must tell you so in writing before it repairs your device. It must also tell you if it uses used parts or parts that don't come from the maker.
Before you hand it over, check your warranty, back up the device, and get the price in writing.
Pick the shop yourself, never from a pop-up or a surprise call.

Getting rid of an old device: wipe it, then recycle it

Wipe your information first

For a phone, the FTC's steps are:

Back up the phone so you keep a copy of your information.
Remove the SIM card, and the SD memory card if the phone has one.
Reset the phone to factory settings, which erases your data.
Update your phone number with any accounts that use it to identify you. If you use an authenticator app, the FTC notes you may have to reactivate it, so set it up on your new phone before you erase the old one.

For a computer, back up your files, then use the operating system's built-in tool to erase it and reset it to factory settings.

California's e-waste rules

The Department of Toxic Substances Control (DTSC) is clear: "You can not dispose of e-wastes with your household trash." E-waste, such as TVs, monitors, laptops, tablets, printers, cell phones and gaming devices, is a "universal waste," a type of hazardous waste, because it may contain lead and mercury. Households lost their exemption from this trash ban in 2006.

Where to take it. CalRecycle says to use its eRecycle directory to find a local e-waste collector. The maker or an electronics store may also take devices back.
Don't smash it. DTSC says breaking e-waste, including in "rage rooms," is illegal in California.
Keep batteries out of the trash and recycling cart. CalRecycle bans batteries of all types from the trash and says they "cause fires with worker injuries in sorting and recycling facilities."

You paid a state recycling fee when you bought many of these items; CalRecycle says it funds collection and recycling. Ask a collector whether it charges anything.

Item	Fee paid at purchase
Device with a screen over 4 inches and under 15 inches (measured diagonally)	$4
Screen 15 inches to under 35 inches	$5
Screen 35 inches or more	$6
Product with a built-in battery that isn't designed to be easily removed (since January 1, 2026)	1.5% of the retail price, capped at $15

The amounts are from CalRecycle's fee page. The built-in-battery fee comes from Senate Bill 1215 (2022). It excludes certain medical devices, energy storage systems and e-cigarettes.

Lower-cost phone and internet service

The Affordable Connectivity Program (ACP) is over. The Federal Communications Commission (FCC) says households stopped receiving the discount on June 1, 2024, because Congress did not provide more money. More than 23 million households received ACP support at one time, according to the Congressional Research Service (CRS).

The CRS says "no single alternative exists that would fully replace ACP," but these options remain:

Option	What it offers	Who qualifies and how to start
Federal Lifeline	Up to $9.25 a month off phone or internet service; up to $34.25 on federally recognized Tribal lands.	Households at or below 135% of the federal poverty guidelines, or in programs such as SNAP or SSI. Ask your phone or internet company whether it offers Lifeline.
California LifeLine	Up to $19 a month off home phone or cell phone service, and up to $39 off the connection charge. One discount per household.	Households in Medi-Cal, CalFresh, SSI, WIC, LIHEAP, Section 8 and other programs, or under the income limits below. Apply at californialifeline.com or call 1-866-272-0357.
Internet company low-income plans	Some providers offer discounted plans on their own; in 2025 the CRS listed lower-priced plans at about $10 to $30 a month.	Each company sets its rules. Ask for a low-income plan.
Refurbished computers	Nonprofits such as PCs for People and EveryoneOn offer refurbished computers, low-cost plans and digital skills training, the CRS says.	Each group sets its own rules.

The California Public Utilities Commission (CPUC) notes that you must enroll separately in federal Lifeline and California LifeLine to receive both. California LifeLine income limits, June 1, 2026, to May 31, 2027:

People in household	Yearly gross income at or below
1	$24,600
2	$33,300
3	$42,100
4	$50,800
Each additional person	Add $8,700

Library hotspots

Some public libraries lend Wi-Fi hotspots that you check out like a book. On September 30, 2025, the FCC voted 2–1 to end federal E-Rate support for hotspot lending by libraries and schools, according to the American Library Association, and told its administrator to deny 2025 funding requests for hotspots. Ask your library what it offers now, including public computers and Wi-Fi in the building.

Accessibility settings: make the device work for you

Phones, tablets and computers have free, built-in settings that make them easier to see, hear and control. Look for an "Accessibility" section in Settings, or search Settings for the words below. Names vary by maker and software version; your maker's help pages list what your model has.

If you want to	Search Settings for	What it does
Read the screen more easily	"text size," "bold text," "zoom," "magnifier," "display"	Makes words larger or bolder, or enlarges part of the screen.
Follow videos and calls	"captions"	Shows spoken words as text in videos and, on some devices, during calls.
Hear better	"hearing," "audio," "hearing devices"	Adjusts sound balance and volume, and on many devices connects compatible hearing aids.
Use the device by voice	"voice control," "voice access," "dictation"	Lets you open apps, tap and type by speaking.
Hear the screen read aloud	"screen reader," "spoken content"	Reads text on the screen out loud.

A health note. If you find you need bigger text or louder sound than you used to, mention it at your next checkup. These settings help in the meantime, but they don't replace a vision or hearing check by your own clinician.

California also has a Deaf and Disabled Telecommunications Program (DDTP). The CPUC (800-848-5580) can tell you how to reach it.

Where to get free help

Report a scam: Federal Trade Commission, ReportFraud.ftc.gov or 1-877-FTC-HELP (1-877-382-4357); TTY 1-866-653-4261.
Report internet fraud or lost money: FBI Internet Crime Complaint Center at ic3.gov, and your local FBI field office.
Money at risk right now: your bank or card company, at the number on your card or statement.
Electronics and appliance repair shops (California): Bureau of Household Goods and Services, bhgs.dca.ca.gov or (916) 999-2041, to check a license or file a complaint.
Phone bill discounts (California): California LifeLine Call Center, 1-866-272-0357; CPUC Consumer Affairs Branch, 1-800-649-7570.
E-waste questions (California): CalRecycle, (916) 341-6269 or EWaste@calrecycle.ca.gov.
Your public library: ask about hotspots and public computers.

Sources

Update Software (Secure Our World) — Cybersecurity and Infrastructure Security Agency, accessed October 29, 2026.
Turn On MFA (Secure Our World) — Cybersecurity and Infrastructure Security Agency, accessed October 29, 2026.
Giving NIST Digital Identity Guidelines a Boost: Supplement for Incorporating Syncable Authenticators — National Institute of Standards and Technology, April 22, 2024.
Creating Strong Passwords and Other Ways To Protect Your Accounts — Federal Trade Commission, November 2024 (updated June 10, 2026).
Use Two-Factor Authentication To Protect Your Accounts — Federal Trade Commission, September 2022 (updated October 11, 2024).
What's a verification code and why would someone ask me for it? — Federal Trade Commission, March 7, 2024.
How To Protect Your Phone From Hackers — Federal Trade Commission, July 2022 (updated November 15, 2024).
How To Secure Your Home Wi-Fi Network — Federal Trade Commission, December 2022 (updated June 30, 2026).
Malware: How To Protect Against, Detect, and Remove It — Federal Trade Commission, April 2025 (updated May 1, 2026).
Seemingly urgent security messages could lead to tech support scams — Federal Trade Commission, April 9, 2025.
Tech Support Scams (Pass It On) — Federal Trade Commission, accessed October 29, 2026.
How can you spot a tech support scam? — Federal Trade Commission, September 2020.
"Phantom Hacker" Scams Target Senior Citizens and Result in Victims Losing their Life Savings (Alert I-091223-PSA) — FBI Internet Crime Complaint Center, September 29, 2023.
Tech support scams targeting older adults and directing them to send cash through shipping companies (Alert I-071823-PSA) — FBI Internet Crime Complaint Center, July 18, 2023.
Internet Crime Report 2025 — FBI Internet Crime Complaint Center, accessed October 29, 2026.
How To Remove Your Personal Information Before You Get Rid of Your Phone — Federal Trade Commission, July 2022 (updated December 13, 2024).
How To Remove Your Personal Information Before You Get Rid of Your Computer — Federal Trade Commission, July 2022 (updated November 15, 2024).
SB 244, Right to Repair Act, chaptered text (Chapter 704, Statutes of 2023) — California Legislature, approved October 10, 2023 (text via LegiScan, accessed October 29, 2026).
The Right to Repair Act: A Consumer Guide — California Bureau of Household Goods and Services, revised July 2025.
Electronic Hazardous Waste (E-Waste) — California Department of Toxic Substances Control, updated January 2, 2025.
Covered Electronic Waste (CEW) Recycling Program — CalRecycle, accessed October 29, 2026.
Covered Electronic Waste Recycling Fee — CalRecycle, accessed October 29, 2026.
SB 1215 Covered Battery-Embedded Products — CalRecycle, accessed October 29, 2026.
Waste Banned from the Trash — CalRecycle, accessed October 29, 2026.
The ACP Has Ended — Federal Communications Commission, updated June 3, 2024.
The End of the Affordable Connectivity Program: Options for Consumers and Congress (IF12637) — Congressional Research Service, updated May 13, 2025 (via EveryCRSReport.com).
California LifeLine: A Phone Service Discount Program (fact sheet) — California Public Utilities Commission, income limits effective June 1, 2026.
Frequently Asked Questions on the FCC's Recent Reversal of E-Rate's Hotspot Lending Program — American Library Association, accessed October 29, 2026.