If your bank has told you to get your computer checked before your Internet Banking can be restored, you may be wondering what that actually means and who can help.
This commonly happens after suspected fraud, a scam, suspicious transactions, malware, or an incident where someone may have gained remote access to your computer. The bank is trying to reduce the risk of you returning to online banking from a device that may still be compromised.
Geeks at Door provides onsite computer security inspections and can issue an Internet Banking Device Security Certificate and Technician Report documenting the inspection and security work performed.
Why has my bank asked me to get my computer checked?
Your bank may be concerned that another person gained access to the computer or that malicious software remains on the device. Reasons can include:
- A remote-access scam involving AnyDesk or TeamViewer
- A phishing website, fraudulent email, or scam phone call
- A suspected malware or virus infection
- Suspicious Internet Banking activity or transactions
- Compromised passwords or authentication details
- A scammer watching while you logged into Internet Banking
Remote-access incidents are particularly serious because the software can let another person control the device and see open files or apps. Both Scamwatch and CommBank's remote-access scam guidance warn that legitimate remote-support tools such as AnyDesk and TeamViewer can be misused by scammers.
My Internet Banking has been blocked after a scam. What should I do?
Follow your bank's instructions first. Contact the bank using the number on its official website, app, or the back of your card—not a number or link supplied by the caller. If you have not already done so, tell the bank exactly what happened and whether anyone saw your screen, passwords, security codes, or transactions.
Act quickly to secure affected accounts. Scamwatch recommends contacting your bank or card provider immediately, changing affected passwords, and reporting the scam. A bank may then ask for the computer or device used during the incident to be professionally checked.
What does “get your computer checked” actually mean?
It normally means having a technician inspect the device for signs of compromise and security problems. It is broader than running one quick antivirus scan. Depending on the incident, the technician may check:
- Malware, viruses, and potentially unwanted programs
- AnyDesk, TeamViewer, and other remote-access software
- Suspicious applications, startup programs, or browser extensions
- Antivirus, firewall, and browser-security status
- Operating-system and software security updates
- Security settings that may have been changed
- Other obvious risks relevant to what happened
CommBank advises customers who are concerned that a device still has malware to have it checked by IT. Any issues found can then be addressed where technically possible and recorded in the technician's report.
What happens during an Internet Banking security inspection?
The technician first asks what happened. Did somebody call claiming to be from your bank? Were you asked to install software, share your screen, click a link, enter banking details, or approve a transaction? This context helps focus the inspection on the relevant risks.
The device is then examined for malware, remote-access applications, suspicious software, browser problems, missing updates, and unsafe settings. Where appropriate, identified issues can be remediated. Any unresolved concern should be recorded rather than hidden or described as fixed.
What if I installed AnyDesk or TeamViewer for a scammer?
Tell both your bank and the technician. AnyDesk and TeamViewer are legitimate support tools, but scammers can misuse them to control a computer, watch activity, install malicious software, or capture personal and financial information.
Simply closing the program is not enough to establish that the device is safe. A technician can check for remote-access applications and related security concerns. ANZ's remote-access scam guidance explains that this type of access can expose information, enable malware installation, and facilitate transactions.
What is an Internet Banking Security Certificate?
It is documentation prepared after a computer security inspection. A Geeks at Door Internet Banking Device Security Certificate and Technician Report may record:
- The computer inspected and the inspection date
- Security checks and malware-scan findings
- Remote-access software findings
- Operating-system, browser, and security status
- Security problems identified and remediation completed
- Outstanding concerns, technician details, and report reference
You can provide the report to your bank when it has asked for evidence that the computer was professionally inspected.
Will the certificate automatically restore my Internet Banking?
No. A technician cannot restore access to your bank account. We provide evidence of the inspection and remediation performed. Your bank decides whether its requirements have been satisfied and when Internet Banking access can be restored.
Requirements can differ between banks and incidents. Have any email, letter, deadline, or instructions from the bank available when you book so the technician can consider them during the inspection.
What should I give the technician?
- The computer normally used for Internet Banking
- Any written instructions supplied by your bank
- A clear explanation of the call, message, website, or transaction
- The names of programs you installed at someone's request
- Details of suspicious pop-ups, applications, emails, or websites
Accurate information helps the technician understand what needs to be investigated and documented.
Do I need to give the technician my banking password?
No.
Never provide your Internet Banking password, PIN, card details, or authentication codes to the technician. We inspect the computer, not your bank account, and do not need to log into Internet Banking.
What else should I do after a banking scam?
A computer inspection may be only one part of the response. Continue following your bank's instructions and, depending on what was exposed, secure your email, change compromised passwords from a trusted device, review transactions, remove unknown account sessions, and replace cards if instructed.
Do not rely solely on the computer inspection if other accounts, identity documents, or personal information may also have been compromised.
Can Geeks at Door come to my home?
Yes. Onsite appointments are available in our service areas. A technician can inspect the computer at your home and discuss the incident with you, which is useful if you are uncomfortable disconnecting or transporting the device.
Frequently asked questions
My bank said I need a computer security certificate. Can you provide one?
Geeks at Door can perform a computer security inspection and provide an Internet Banking Device Security Certificate and Technician Report documenting the inspection and work performed. Your bank determines whether the documentation satisfies its requirements.
My bank blocked Internet Banking after I was scammed. Can you help?
We can help with the computer-security component by inspecting the device for relevant security problems and addressing identified issues where appropriate. You should continue working directly with your bank about your account and restoration of Internet Banking.
Can you check for AnyDesk or TeamViewer?
Yes. Tell the technician when booking if remote-access software was involved so AnyDesk, TeamViewer and similar applications can be considered during the security inspection.
Will you remove viruses and malware?
If malware or other security issues are identified, the technician can perform appropriate remediation where technically possible. Additional work is explained before it proceeds.
How quickly do I receive the technician report?
The report is prepared from the completed inspection and any agreed remediation. Tell us when booking if your bank has given you a deadline or specific documentation requirements.
Can you guarantee my bank will restore Internet Banking?
No. Geeks at Door provides an independent computer security inspection and documentation of the work performed. Your bank decides whether its requirements have been satisfied and whether Internet Banking access can be restored.
Bank asked you to get your computer checked?
We can inspect the computer, check for malware and remote-access software, address identified security issues, and provide an Internet Banking Device Security Certificate and Technician Report.
Important: Geeks at Door is an independent IT service provider and is not affiliated with or authorised to act for any bank. We provide computer security inspection and technical documentation. Your bank determines whether its requirements have been satisfied and whether Internet Banking access can be restored.
Related guides
Need help after a scam or malware warning?
In Adelaide, Geeks at Door can inspect your computer, remove suspicious software where supported, and document checks when your bank has asked for a device inspection.