A new phishing scam has emerged targeting PayPal users, sent via fake Docusign emails. The email claims an unauthorized transaction was made from the recipient’s PayPal account to Coinbase or Binanace, prompting victims to call a provided “support” number. However, the phone number connects to malicious “tech support” scammers who attempt to gain remote access to devices to steal personal and financial information. This scam demonstrates the continued threat of phishing and tech support scams targeting unsuspecting victims.
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Scam Overview
This scam begins with an email sent from a spoofed “PayPal Customer Care” address, appearing to come from the legitimate Docusign service. The email states that the recipient’s PayPal account has been used to make an unauthorized transaction of $412.45 to Coinbase or Binance. A fake transaction ID and date are provided to add legitimacy.
The email prompts the victim to review an attached document and provides a phone number to call if the transaction was not authorized by the recipient. However, the phone number does not reach PayPal support, but rather a fraudulent “tech support” call center run by scammers.
If the victim calls the number, the scammers on the phone pretend to be from PayPal tech support. They will claim that the unauthorized transaction is a sign that the victim’s computer has been hacked, infected with malware, or otherwise compromised.
The scammers will insist that the only way to refund the fraudulent transaction and secure the victim’s PC is for the victim to download remote access software such as AnyDesk and grant the scammer control of the computer. Of course, this simply provides the scammers an open door to steal personal data, financial account login credentials, and install additional malware.
In many cases, after gaining remote access the scammers will attempt to extract even more money from the victim by requesting payment for unnecessary “security services” and anti-virus software, or demanding gift card codes. The scammers may even try tricks like falsely showing errors on the PC as “evidence” of non-existent hacking activity in order to demand more money from the victim.
How the Scam Works
Here is a step-by-step overview of how this “unauthorized transaction” phishing and tech support scam operates:
The victim receives an email appearing to come from PayPal via Docusign. The email states an unauthorized transaction was made from the victim’s PayPal account to Coinbase or Binance.
The email provides a customer support phone number and urges the victim to call if they did not authorize the transaction.
When the victim calls the number, they reach a fraudulent call center run by scammers posing as PayPal tech support.
The scammer claims they can reverse the unauthorized transaction, but first they must diagnose the security compromise on the victim’s computer.
The scammer directs the victim to install remote access software like AnyDesk and grants the scammer full control of the PC.
With remote access, the scammer can now steal personal data, financial account credentials, and install more malware.
The scammer may pretend to find evidence of hacking activity and demand payment for unnecessary “security services” to clean the computer.
If the victim pays, the scammer may even install more malware and demand more money for fake services.
The scammer may also outright demand gift cards or bank account access, threatening to delete files or data if the victim refuses.
Once the scammer finishes stealing anything of value, they close the remote connection leaving the victim with an infected PC and compromised accounts.
What to Do if You Have Fallen Victim to This Scam
If you called the tech support number in the email and granted remote access to your device, take these steps immediately:
Disconnect your computer from the internet to prevent further access.
Change all account passwords accessed on that device using a separate, uncompromised system. Prioritize financial accounts and email passwords first.
Contact your bank and credit card companies to report unauthorized access and freeze accounts if needed.
Perform a factory reset/wipe of the affected device to eliminate any malware.
Run antivirus scans on any other devices that were connected to the same network. Update antivirus software and run full system scans.
Place fraud alerts and monitor your credit reports closely for signs of identity theft.
Contact the major credit bureaus to potentially freeze credit until identity theft can be ruled out.
Report the scam to the FTC and local authorities to aid investigations against these scammers.
Be wary of future phone calls, emails, or texts requesting personal information or payments – ignore them or independently verify they are legitimate.
Is Your Device Infected? Check for Malware
If your device is running slowly or acting suspicious, it may be infected with malware. Malwarebytes Anti-Malware Free is a great option for scanning your device and detecting potential malware or viruses. The free version can efficiently check for and remove many common infections.
Malwarebytes can run on Windows, Mac, and Android devices. Depending on which operating system is installed on the device you’re trying to run a Malwarebytes scan, please click on the tab below and follow the displayed steps.
Malwarebytes For WindowsMalwarebytes For MacMalwarebytes For Android
Scan your computer with Malwarebytes for Windows to remove malware
Malwarebytes stands out as one of the leading and widely-used anti-malware solutions for Windows, and for good reason. It effectively eradicates various types of malware that other programs often overlook, all at no cost to you. When it comes to disinfecting an infected device, Malwarebytes has consistently been a free and indispensable tool in the battle against malware. We highly recommend it for maintaining a clean and secure system.
Download Malwarebytes for Windows
You can download Malwarebytes by clicking the link below.
After the download is complete, locate the MBSetup file, typically found in your Downloads folder. Double-click on the MBSetup file to begin the installation of Malwarebytes on your computer. If a User Account Control pop-up appears, click “Yes” to continue the Malwarebytes installation.
Follow the On-Screen Prompts to Install Malwarebytes
When the Malwarebytes installation begins, the setup wizard will guide you through the process.
You’ll first be prompted to choose the type of computer you’re installing the program on—select either “Personal Computer” or “Work Computer” as appropriate, then click on Next.
Malwarebytes will now begin the installation process on your device.
When the Malwarebytes installation is complete, the program will automatically open to the “Welcome to Malwarebytes” screen.
On the final screen, simply click on the Open Malwarebytes option to start the program.
Enable “Rootkit scanning”.
Malwarebytes Anti-Malware will now start, and you will see the main screen as shown below. To maximize Malwarebytes’ ability to detect malware and unwanted programs, we need to enable rootkit scanning. Click on the “Settings” gear icon located on the left of the screen to access the general settings section.
In the settings menu, enable the “Scan for rootkits” option by clicking the toggle switch until it turns blue.
Now that you have enabled rootkit scanning, click on the “Dashboard” button in the left pane to get back to the main screen.
Perform a Scan with Malwarebytes.
To start a scan, click the Scan button. Malwarebytes will automatically update its antivirus database and begin scanning your computer for malicious programs.
Wait for the Malwarebytes scan to complete.
Malwarebytes will now scan your computer for browser hijackers and other malicious programs. This process can take a few minutes, so we suggest you do something else and periodically check the status of the scan to see when it is finished.
Quarantine detected malware
Once the Malwarebytes scan is complete, it will display a list of detected malware, adware, and potentially unwanted programs. To effectively remove these threats, click the “Quarantine” button.
Malwarebytes will now delete all of the files and registry keys and add them to the program’s quarantine.
Restart your computer.
When removing files, Malwarebytes may require a reboot to fully eliminate some threats. If you see a message indicating that a reboot is needed, please allow it. Once your computer has restarted and you are logged back in, you can continue with the remaining steps.
Your computer should now be free of trojans, adware, browser hijackers, and other malware.
If your current antivirus allowed this malicious program on your computer, you may want to consider purchasing Malwarebytes Premium to protect against these types of threats in the future. If you are still having problems with your computer after completing these instructions, then please follow one of the steps:
Scan your computer with Malwarebytes for Mac to remove malware
Malwarebytes for Mac is an on-demand scanner that can destroy many types of malware that other software tends to miss without costing you absolutely anything. When it comes to cleaning up an infected device, Malwarebytes has always been free, and we recommend it as an essential tool in the fight against malware.
Download Malwarebytes for Mac.
You can download Malwarebytes for Mac by clicking the link below.
When Malwarebytes has finished downloading, double-click on the setup file to install Malwarebytes on your computer. In most cases, downloaded files are saved to the Downloads folder.
Follow the on-screen prompts to install Malwarebytes.
When the Malwarebytes installation begins, you will see the Malwarebytes for Mac Installer which will guide you through the installation process. Click “Continue“, then keep following the prompts to continue with the installation process.
When your Malwarebytes installation completes, the program opens to the Welcome to Malwarebytes screen. Click the “Get started” button.
Select “Personal Computer” or “Work Computer”.
The Malwarebytes Welcome screen will first ask you what type of computer are you installing this program, click either Personal Computer or Work Computer.
Click on “Scan”.
To scan your computer with Malwarebytes, click on the “Scan” button. Malwarebytes for Mac will automatically update the antivirus database and start scanning your computer for malware.
Wait for the Malwarebytes scan to complete.
Malwarebytes will scan your computer for adware, browser hijackers, and other malicious programs. This process can take a few minutes, so we suggest you do something else and periodically check on the status of the scan to see when it is finished.
Click on “Quarantine”.
When the scan has been completed, you will be presented with a screen showing the malware infections that Malwarebytes has detected. To remove the malware that Malwarebytes has found, click on the “Quarantine” button.
Restart computer.
Malwarebytes will now remove all the malicious files that it has found. To complete the malware removal process, Malwarebytes may ask you to restart your computer.
Your Mac should now be free of adware, browser hijackers, and other malware.
If your current antivirus allowed a malicious program on your computer, you might want to consider purchasing the full-featured version of Malwarebytes Anti-Malware to protect against these types of threats in the future. If you are still experiencing problems while trying to remove a malicious program from your computer, please ask for help in our Mac Malware Removal Help & Support forum.
Scan your phone with Malwarebytes for Android to remove malware
Malwarebytes for Android automatically detects and removes dangerous threats like malware and ransomware so you don’t have to worry about your most-used device being compromised. Aggressive detection of adware and potentially unwanted programs keeps your Android phone or tablet running smooth.
Download Malwarebytes for Android.
You can download Malwarebytes for Android by clicking the link below.
In the Google Play Store, tap “Install” to install Malwarebytes for Android on your device.
When the installation process has finished, tap “Open” to begin using Malwarebytes for Android. You can also open Malwarebytes by tapping on its icon in your phone menu or home screen.
Follow the on-screen prompts to complete the setup process
When Malwarebytes will open, you will see the Malwarebytes Setup Wizard which will guide you through a series of permissions and other setup options. This is the first of two screens that explain the difference between the Premium and Free versions. Swipe this screen to continue. Tap on “Got it” to proceed to the next step. Malwarebytes for Android will now ask for a set of permissions that are required to scan your device and protect it from malware. Tap on “Give permission” to continue. Tap on “Allow” to permit Malwarebytes to access the files on your phone.
Update database and run a scan with Malwarebytes for Android
You will now be prompted to update the Malwarebytes database and run a full system scan.
Click on “Update database” to update the Malwarebytes for Android definitions to the latest version, then click on “Run full scan” to perform a system scan.
Wait for the Malwarebytes scan to complete.
Malwarebytes will now start scanning your phone for adware and other malicious apps. This process can take a few minutes, so we suggest you do something else and periodically check on the status of the scan to see when it is finished.
Click on “Remove Selected”.
When the scan has been completed, you will be presented with a screen showing the malware infections that Malwarebytes for Android has detected. To remove the malicious apps that Malwarebytes has found, tap on the “Remove Selected” button.
Restart your phone.
Malwarebytes for Android will now remove all the malicious apps that it has found. To complete the malware removal process, Malwarebytes may ask you to restart your device.
Your phone should now be free of adware, browser hijackers, and other malware.
If your current antivirus allowed a malicious app on your phone, you may want to consider purchasing the full-featured version of Malwarebytes to protect against these types of threats in the future. If you are still having problems with your phone after completing these instructions, then please follow one of the steps:
Restore your phone to factory settings by going to Settings > General management > Reset > Factory data reset.
FAQ on the PayPal Docusign “Unauthorized Transaction” Scam
1. I received an email from Docusign about a PayPal transaction I didn’t make. Is it real?
No, this is a scam. The email is not really from PayPal or Docusign. It is sent by scammers to trick you into calling them. Do not call the number in the email. Log into your PayPal account directly to check for any issues.
2. What should I do if I called the number and gave them remote access?
Immediately disconnect your device from the internet. Change all account passwords from a separate safe computer. Contact banks to freeze accounts if needed. Wipe your device and run antivirus scans. Check credit reports and consider a credit freeze.
3. Why do they want me to download remote access software?
This allows them to steal data, install malware, and take control of your computer. Never give remote access to someone who contacts you out of the blue.
4. What are some red flags of a tech support scam?
Asking for remote access immediately, claiming your device is compromised without evidence, refusing other troubleshooting, demanding payment for unnecessary services.
5. What might the scammers do once they have remote access?
Steal personal and financial data, install more malware, demand more money for fake services, force you to buy gift cards.
6. What types of malware might they install?
Keyloggers to capture typed passwords, screen recorders to monitor activity, backdoors for future access, trojans/spyware to steal data.
7. Should I pay them to remove the malware if they find any?
No, any malware warnings are fake scare tactics. The scammers installed it themselves. Paying them gives them incentive to further scam you.
8. How can I recover from the scam and prevent future fraud?
Reset devices, change passwords, monitor accounts closely, enable two-factor authentication, be wary of communications asking for money or information.
9. Can I report these scammers to help prevent others from falling victim?
Yes, file reports with the FTC, FBI, BBB, and your local authorities. Your reports help build cases against the criminals.
10. What is the big picture takeaway from this scam?
Use caution anytime you get unsolicited contacts about account issues. Verify independently or contact official support. Never give control of devices or accounts to unverified parties.
The Bottom Line
This scam leverages a fake transaction alert to convince victims to give remote access to criminals under the guise of tech support. Allowing these scammers access provides them the ability to steal financial information, install malware, and compromise online accounts. If you receive a suspicious PayPal email, ignore instructions to call phone numbers or provide account access. Instead, log directly into your PayPal account to verify any issues and contact official PayPal customer service. Be wary of calls or messages claiming there are issues with your devices or accounts that demand immediate action or payment.
How to Stay Safe Online
Here are 10 basic security tips to help you avoid malware and protect your device:
Use a good antivirus and keep it up-to-date.
It's essential to use a good quality antivirus and keep it up-to-date to stay ahead of the latest cyber threats. We are huge fans of Malwarebytes Premium and use it on all of our devices, including Windows and Mac computers as well as our mobile devices. Malwarebytes sits beside your traditional antivirus, filling in any gaps in its defenses, and providing extra protection against sneakier security threats.
Keep software and operating systems up-to-date.
Keep your operating system and apps up to date. Whenever an update is released for your device, download and install it right away. These updates often include security fixes, vulnerability patches, and other necessary maintenance.
Be careful when installing programs and apps.
Pay close attention to installation screens and license agreements when installing software. Custom or advanced installation options will often disclose any third-party software that is also being installed. Take great care in every stage of the process and make sure you know what it is you're agreeing to before you click "Next."
Install an ad blocker.
Use a browser-based content blocker, like AdGuard. Content blockers help stop malicious ads, Trojans, phishing, and other undesirable content that an antivirus product alone may not stop.
Be careful what you download.
A top goal of cybercriminals is to trick you into downloading malware—programs or apps that carry malware or try to steal information. This malware can be disguised as an app: anything from a popular game to something that checks traffic or the weather.
Be alert for people trying to trick you.
Whether it's your email, phone, messenger, or other applications, always be alert and on guard for someone trying to trick you into clicking on links or replying to messages. Remember that it's easy to spoof phone numbers, so a familiar name or number doesn't make messages more trustworthy.
Back up your data.
Back up your data frequently and check that your backup data can be restored. You can do this manually on an external HDD/USB stick, or automatically using backup software. This is also the best way to counter ransomware. Never connect the backup drive to a computer if you suspect that the computer is infected with malware.
Choose strong passwords.
Use strong and unique passwords for each of your accounts. Avoid using personal information or easily guessable words in your passwords. Enable two-factor authentication (2FA) on your accounts whenever possible.
Be careful where you click.
Be cautious when clicking on links or downloading attachments from unknown sources. These could potentially contain malware or phishing scams.
Don't use pirated software.
Avoid using Peer-to-Peer (P2P) file-sharing programs, keygens, cracks, and other pirated software that can often compromise your data, privacy, or both.
To avoid potential dangers on the internet, it's important to follow these 10 basic safety rules. By doing so, you can protect yourself from many of the unpleasant surprises that can arise when using the web.
Thomas is an expert at uncovering scams and providing in-depth reporting on cyber threats and online fraud. As an editor, he is dedicated to keeping readers informed on the latest developments in cybersecurity and tech.
