Remove “We couldn’t undo the changes – Contact Support” (Scam)

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Written by: Stelian Pilici

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If your computer is locked, and you are seeing an “We couldn’t undo the changes – Contact Support 1-800-418-4202” notification asking you to call a support phone number, then your machine is infected with a piece of malware known as Rogue.Tech-Support.

We couldn't undo the changes. Contact Support 1-800-418-4202 scam

This ransomware program displays an “We couldn’t undo the changes – Contact Support” lock screen when you start Windows that attempts to scare users into calling a remote tech support number (1-800-418-4202).
These alerts are shown in such a way as to trick the user into thinking their computer has crashed or that a virus has been detected on the computer. It does this to try and scare the infected user into calling one of the listed numbers in order to receive support. In reality, though, they will only be greeted with people who are trying to sell them unneeded support contracts and services.
When you call the number listed in the “We couldn’t undo the changes – Contact Support” lock screen , you will be told that your Windows product key is invalid and that you will need to pay $99.99 USD for a new one.

When the “We couldn’t undo the changes – Contact Support” malicious program is installed it will also change a variety of Windows settings. This allows it to display the fake “We couldn’t undo the changes – Contact Support” lock screen, which overlaps your entire screen, without fear that you can terminate it.

The text of the “We couldn’t undo the changes – Contact Support” lock screen is:

Keep your PC on until this is done\r\n Installing Update 4 of 7…

We couldn’t complete the updates
Undoing changes

Don’t turn off your computer We couldn’t undo the changes\r\nContact Support 1-800-418-4202

The “We couldn’t undo the changes – Contact Support” lock screen is a complete scam, and you should not purchase anything from numbers listed in these alerts. If you have already purchased services from them, I would advise you to dispute the charges on your credit card company or bank.

How to remove “We couldn’t undo the changes – Contact Support” lock screen (Removal Guide)

This page is a comprehensive guide which will remove the “We couldn’t undo the changes – Contact Support” lock screen from Windows. Please perform all the steps in the correct order. If you have any questions or doubt at any point, STOP and ask for our assistance.

To remove the “We couldn’t undo the changes – Contact Support” lock screen, follow these steps:
STEP 1: Remove the “We couldn’t undo the changes – Contact Support” lock screen
STEP 2: Scan your computer with Malwarebytes Anti-Malware
STEP 3:  Scan your computer with HitmanPro
(OPTIONAL) STEP 4: Scan your computer with Zemana AntiMalware

STEP 1 : Remove the “We couldn’t undo the changes – Contact Support” lock screen

In this first step we will remove the “We couldn’t undo the changes – Contact Support” lock screen from Windows. Because there are many versions of this malware, which behave differently, we have provided multiple options to remove the malicious lock screen.

OPTION 1: Start your computer in Safe Mode with Networking

If the above options did not work for your machine, then we will need to start the computer in Safe Mode with Networking to bypass the lock screen.

  1. Immediately after the computer is powered on or restarted (usually after you hear your computer beep), tap the F8 key in 1 second intervals.
    F8 Key
  2. After your computer displays hardware information and runs a memory test, the Advanced Boot Options menu will appear.
    F8 Safe Mode
  3. Use the arrow keys to select Safe Mode with Networking and press ENTER.
  4. After you have started your machine in Safe Mode with Networking, run a system scan with Malwarebytes Anti-Malware as seen in the below step.

OPTION 2: Remove the malicious lock screen with HitmanPro.Kickstart

HitmanPro.Kickstart is the solution against ransomware and other persistent malware that has taken your computer hostage or prevents normal computer use.
Because this infection has locked you out of your computer, we will need to create a bootable USB drive that contains the HitmanPro.Kickstart program. We will then boot the infected machine with the HitmanPro.Kickstart USB drive, and use the program to clean the infection.

  1. Using a “clean” (non-infected) computer, please download HitmanPro from the below link.
    HITMANPRO DOWNLOAD LINK (This link will open a new web page from where you can download “HitmanPro”)
  2. Once HitmanPro has been downloaded on the clean machine, insert an USB flash drive and double-click on the file named HitmanPro.exe (for 32-bit versions of Windows) or HitmanPro_x64.exe (for 64-bit versions of Windows).
    To create a bootable HitmanPro USB drive, please follow the instructions from this video:
  3. Once you have created the bootable HitmanPro.Kickstart USB drive, insert the USB into the computer infected with the “Windows Activation Pro” lock screen.
  4. After you have inserted the HitmanPro Kickstart USB drive, boot your machine from the HitmanPro.Kickstart USB as seen in the below video.
  5. The malicious lock screen should be removed from your machine. It’s recommended that you perform a system scan with Malwarebytes and HitmanPro as see in the below steps.

STEP 2: Scan your computer with Malwarebytes Anti-Malware

Malwarebytes Anti-Malware is a powerful on-demand scanner which should remove the We couldn’t undo the changes – Contact Support ransomware. It is important to note that Malwarebytes Anti-Malware will run alongside antivirus software without conflicts.

  1. You can download download Malwarebytes Anti-Malware from the below link.
    MALWAREBYTES ANTI-MALWARE DOWNLOAD LINK (This link will open a new web page from where you can download “Malwarebytes Anti-Malware”)
  2. Once downloaded, close all programs, then double-click on the icon on your desktop named “mbam-setup” to start the installation of Malwarebytes Anti-Malware.
    Malwarebytes Anti-Malware Icon
    You may be presented with a User Account Control dialog asking you if you want to run this file. If this happens, you should click “Yes” to continue with the installation.
    Windows asking permission to install Malwarebytes
  3. When the installation begins, you will see the Malwarebytes Anti-Malware Setup Wizard which will guide you through the installation process.
    Malwarebytes Anti-Malware Setup Wizard
    To install Malwarebytes Anti-Malware on your machine, keep following the prompts by clicking the “Next” button.
    Malwarebytes Anti-Malware setup wizard
  4. Once installed, Malwarebytes Anti-Malware will automatically start and will update the antivirus database. To start a system scan you can click on the “Scan Now” button.
    Start a scan with Malwarebytes scan
  5. Malwarebytes Anti-Malware will now start scanning your computer for malware. When Malwarebytes Anti-Malware is scanning it will look like the image below.
    Malwarebytes Anti-Malware scanning for malware
  6. When the scan has completed, you will be presented with a screen showing the malware infections that Malwarebytes Anti-Malware has detected. To remove the malicious programs that Malwarebytes Anti-malware has found, click on the “Remove Selected” button.
    To remove malware click on the Remove Selected button
  7. Malwarebytes Anti-Malware will now quarantine all the malicious files and registry keys that it has found. When removing the files, Malwarebytes Anti-Malware may require a reboot in order to remove some of them. If it displays a message stating that it needs to reboot your computer, please allow it to do so.

STEP 3: Double-check for malware with HitmanPro

HitmanPro can find and remove malware, adware, bots, and other threats that even the best antivirus suite can oftentimes miss. HitmanPro is designed to run alongside your antivirus suite, firewall, and other security tools.

  1. You can download HitmanPro from the below link:
    HITMANPRO DOWNLOAD LINK (This link will open a new web page from where you can download “HitmanPro”)
  2. Double-click on the file named “HitmanPro.exe” (for 32-bit versions of Windows) or “HitmanPro_x64.exe” (for 64-bit versions of Windows).
    HitmanPro Icon
    Click on the “Next” button, to install HitmanPro on your computer.
    HitmanPro setup process
  3. HitmanPro will now begin to scan your computer for malware.
    HitmanPro scanning for malware
  4. When it has finished it will display a list of all the malware that the program found as shown in the image below. Click on the “Next” button, to remove malware.
    HitmanPro detected malware
  5. Click on the “Activate free license” button to begin the free 30 days trial, and remove all the malicious files from your computer.
    Activate HitmanPro to remove malware

(OPTIONAL) STEP 4: Scan your computer with Zemana AntiMalware

Zemana AntiMalware is a powerful utility which will remove We couldn’t undo the changes – Contact Support malware.

This step should be performed only if your issues have not been solved by the previous steps.
  1. You can download Zemana AntiMalware from the below link:
    ZEMANA ANTIMALWARE DOWNLOAD LINK (This link will start the download of “Zemana AntiMalware”)
  2. Double-click on the file named “Zemana.AntiMalware.Setup.exe” to start the installation of Zemana AntiMalware.
    Double-click on the Zemana AntiMalware to instal it
    You may be presented with a User Account Control dialog asking you if you want to run this file. If this happens, you should click “Yes” to continue with the installation.
    Zemana AntiMalware UAC
  3. Click on the “Next” button, to install Zemana AntiMalware on your computer.
    Zemana AntiMalware installation
  4. When Zemana AntiMalware will start, click on the “Scan” button.
    Scan computer with Zemana AntiMalware
  5. Zemana AntiMalware will now scan computer for malicious files. This process can take up to 10 minutes.
    Zemana AntiMalware performing a scan
  6. When Zemana AntiMalware has finished it will display a list of all the malware that the program found. Click on the “Next” button, to remove the malicious files from your computer.
    Zemana AntiMalware removing malware
    Zemana AntiMalware will now remove all the detected malicious files, and at the end a system reboot may be required to remove all traces of malware.

Your computer should now be free of the We couldn’t undo the changes – Contact Support lock screen.
If you are still experiencing problems while trying to remove We couldn’t undo the changes – Contact Support virus from your machine, please start a new thread in our Malware Removal Assistance forum.

How to Stay Safe Online

Here are 10 basic security tips to help you avoid malware and protect your device:

  1. Use a good antivirus and keep it up-to-date.

    Shield Guide

    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.

  2. Keep software and operating systems up-to-date.

    updates-guide

    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.

  3. Be careful when installing programs and apps.

    install guide

    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."

  4. Install an ad blocker.

    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.

  5. Be careful what you download.

    Trojan Horse

    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.

  6. Be alert for people trying to trick you.

    warning sign

    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.

  7. Back up your data.

    backup sign

    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.

  8. Choose strong passwords.

    lock sign

    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.

  9. Be careful where you click.

    cursor sign

    Be cautious when clicking on links or downloading attachments from unknown sources. These could potentially contain malware or phishing scams.

  10. Don't use pirated software.

    Shady Guide

    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.

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