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If you suspect malware on a device, stop using it to sign in to email, banking, shopping, or other sensitive accounts. Once the malware has been addressed, use a different, trusted device to change passwords, end unfamiliar sessions, and check account activity. Changing passwords on a device that may still be infected could expose the new credentials.
1. Stop signing in on the suspected device
Do not enter passwords or other sensitive information on the device you think is infected. The FTC advises people to stop using an affected device to log in to sensitive accounts and to use another device for account changes. If malware may have downloaded after a suspicious CAPTCHA, the FTC says to disconnect the device from the internet. See the FTC’s malware guidance and its alert on CAPTCHA scams.
Until you have addressed the malware, use a separate device you trust—such as another computer or a phone that is not showing signs of infection—to access accounts. Do not use it to transfer passwords from the suspected device.
2. Address the malware before changing passwords
On the affected device, update its security software and run a scan. Follow the software’s instructions to remove anything it identifies, and restart if directed. The FTC recommends updated security software and scanning; it does not endorse a particular brand. If the problem persists or you cannot remove the detected issue, seek help from the device manufacturer or a trusted technical-support provider. The FTC’s Protect Your Computer from Malware resource also covers scanning and removal.
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A scan result and an account compromise are different things: a scan does not establish whether anyone accessed your accounts. Investigate account activity separately, especially if you see unexpected alerts or settings changes.
3. Change passwords from a trusted device
After addressing the malware, change important passwords using a device you trust. Create a different, strong password for each account; if you reused a password, change it on every other service where it was used. Start with your email account and financial accounts. Someone who controls your email may be able to use password-reset messages to take over other accounts. The FTC’s scam-response guidance also advises changing passwords that may have been exposed.
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- Sign in to the account through its official website or app on the trusted device.
- Set a new, unique password. Do not reuse the old password or a password used on another service.
- Repeat for other accounts that shared the old password, prioritizing email and financial accounts.
4. Secure accounts you can still access
For each account you regain control of, review its security settings and recent activity. The FTC recommends changing the password, signing out of all devices, enabling two-factor authentication where available, and confirming that recovery email addresses and phone numbers belong to you. Start with email, since it can be used to reset other accounts.
- End other sessions: Use the account’s sign-out or session-management setting to sign out of all devices, then sign in again only on devices you trust.
- Turn on two-factor authentication: Follow the service’s own setup instructions and choose an option it supports.
- Check recovery details: Remove any unfamiliar recovery email address or phone number and confirm your own details are correct.
- Review activity and settings: Look for unfamiliar logins, changed contact information, messages you did not send, and password-reset notices you did not request.
A physical security key is an optional second factor, not a way to find or remove malware. The FTC describes security keys as the strongest two-factor method, but whether one works depends on the account service; check service support and device compatibility first. See the FTC’s two-factor authentication guide.
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5. If you are locked out, use official recovery
If you cannot sign in, use the provider’s account-recovery process rather than links in unsolicited emails or texts. Navigate to the service’s known official website or app yourself and follow its recovery instructions. The FTC’s guide to recovering a hacked email or social media account links to recovery resources for several common services.
After access is restored, change the password from a trusted device, end other sessions, check recovery details, enable two-factor authentication if available, and inspect account activity.
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6. Look for signs of account takeover or identity theft
Investigate promptly if you find unfamiliar sign-ins, altered recovery information, password-reset notices you did not request, messages you did not send, or an inability to sign in. If an account may have sent messages, warn your contacts not to follow links or requests from those messages. The FTC’s account-recovery guide explains what to check when an email or social media account may have been hacked.
If personal information may have been stolen—not just an account password—use IdentityTheft.gov to report identity theft and get a recovery plan tailored to your situation.
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