Avoiding Support Scams on X ( formerly Twitter )

How the Scam Works

The scam typically starts when a user tweets publicly to a brand’s account seeking help for an issue. Scammers posing as the brand’s support reps will reply to the tweet and try to continue the conversation privately.

Common techniques scammers use include:

• Asking to move the conversation to Direct Messages (DMs)
• Providing a link to a fake support site and asking for login details
• Pretending to be another user with advice, linking to a malicious site
• Requesting personal information like passwords to “verify the account”

Once in DMs or on another site, the scammers will phish for login credentials, financial information, or other sensitive details.

Warning Signs of a X ( formerly Twitter ) Support Scam

Watch for these red flags when interacting with support accounts on X :

• Suspicious account name - The account name may closely resemble the real brand name but with minor differences. Verify the exact branded handle.

• Asking to move to DMs - Authentic support reps typically don’t make the first request to chat privately. Be wary of any account pushing you to DMs.

• Poor grammar/spelling - Scam accounts often have typos, grammatical errors, or other language issues.

• Aggressive requests for info - Real reps will never push aggressively for sensitive information like passwords or financial details.

Screenshots by @Malwarehunterteam

Protecting Yourself from X ( formerly Twitter ) Support Scams

Follow these tips to avoid falling victim to support scams on X and other social media:

• Search for the official account yourself - Rather than clicking on an account that responded to you, search X directly for the official branded account yourself. Verify it’s legitimate before engaging.

• Report suspicious accounts - If an account seems questionable, report it to X before interacting further. X provides an easy reporting option for impersonation.

• Never share sensitive info publicly - Discuss account details only with official brand accounts through secure channels - never in public tweets.

• Use DM cautiously - If asked to discuss in DMs, first vet the account thoroughly. Many brands don’t offer support via DMs at all.

• Visit sites directly - Never click links in posts. Manually type the official brand URL in your browser instead.

• Use antivirus/antimalware tools - Downloading from fake support sites can infect devices. Keep security tools enabled.

• Enable multi-factor authentication - Adding MFA provides an extra layer of account protection in case your password is phished.

What to Do If You Shared Information

If you shared any sensitive information with a scammer before realizing it was fraudulent:

• Change passwords - If they could access your accounts, change your passwords immediately. Make them long and complex.

• Contact the brand(s) - Notify the real customer service teams about the incident. They may be able to secure your accounts.

• Scan devices - Run complete antivirus scans to check for and remove any malware.

• Monitor accounts - Watch for fraudulent activity and review statements for any suspicious charges.

• Consider credit/ID monitoring - If personal or financial details were exposed, enroll in monitoring to catch fraudulent use.

X support scams are common, but with knowledge of how they work and vigilance, you can avoid being fooled. Stick to brand’s official channels, watch for red flags, and never share personal information or click links from unverified accounts. Report scams to help warn others.

Make sure to check out our other scam guides.