Noticing is half the job done. A phone can always be returned to a safe state if you follow the right steps. Let us work down the list.
Do this now, from the top
- 1
Switch on aeroplane mode first
To stop the app sending anything out, turn on aeroplane mode — Wi-Fi and mobile data off. You can do this from Settings or the menu you swipe down from the top of the screen.
- 2
Delete the app you installed
Press and hold the icon on the home screen and uninstall it. If you cannot find it, look through Settings and the app list. If it says the app cannot be removed, booting into safe mode (Android) often lets you delete it. If that is beyond you, use the consultation desks below.
- 3
Check for settings changes you did not make
On Android: Settings → Apps → Special app access, and look under "Device admin apps" and "Display over other apps" for anything unfamiliar. On iPhone: Settings → General → VPN & Device Management, and remove any profile you do not recognise.
- 4
Change important passwords from a different device
For any password you used while that app was installed — online banking and email above all — it is safest to change it from another device, such as a family member's phone or a computer.
- 5
If you are still uneasy, a factory reset is an option
If the phone still behaves oddly or keeps showing adverts, backing up your data and resetting the phone to factory settings is the most reliable fix. If you are unsure of the steps, ask your mobile carrier's shop or a security consultation desk.
⚠ And what not to do
- ✕Do not call the "support desk" shown inside the app — it connects you to the scammers
- ✕Do not follow a message demanding payment to unlock the device
- ✕Do not carry on using online banking or card payments until you have confirmed the phone is clean
Who you can call
No area code needed. Connects you to your nearest consumer affairs centre in Japan.
For non-emergency matters. They can also tell you whether it is a criminal case. Call 110 if it is an emergency.
Technical questions about malware infections and unauthorised access.
The phone numbers on this page are services within Japan. If you are elsewhere, contact your national consumer protection agency, your bank or card issuer directly, and your local police non-emergency line — the steps above still apply.
💬 Worth talking about at home today
Something to say at home: "If your phone starts behaving strangely, or keeps showing odd warnings, do not try to fix it yourself — show me first."