When something goes wrong
Something just happened? Take a breath: you're in the right place. Most of these problems can be contained, and the first few minutes count the most. Each playbook starts with what to do right now, then walks you through the rest, one step at a time.
They're written so you can handle it yourself: plain language first, with the technical detail further down for whoever looks after your computers.
If anyone is in danger, call 911. We can't respond to emergencies ourselves, so each playbook tells you who to call.
At home
For you, your family and your own accounts.
I sent money to a scammer
What to do in the first hour after paying a scammer: who to call for each way of paying, what to say, and how to stop it happening again. Also for helping a parent or a kid who got taken.
I clicked a link in a scam text or email
Clicked something you shouldn't have? Work out what actually happened, then follow the steps for it, from "I only opened it" to "I typed my password" or "I installed something".
Someone got into my email or social media
Locked out, or seeing messages you didn't send? Get the account back, shut the intruder out, then check the places they like to hide.
My phone or laptop is lost or stolen
Find it, lock it, protect the accounts it can open, then decide whether to erase it. Works for iPhone, Android, Mac and Windows.
A scary warning took over my screen
A pop-up says you have a virus, your computer is locked, or someone recorded you. How to tell what's real, close it safely, then what to do if you already called the number or let someone in.
At work
For small businesses and nonprofits, with steps for everyone from staff to whoever runs IT.
Someone at work clicked a phishing link
A teammate clicked a suspicious link, typed a password, approved a prompt or opened a file. Work out which, contain it, then find everyone else who got the same message.
A work email account was hacked
Someone else is using a staff member's mailbox. Shut them out, find what they changed, work out what they saw or sent, then bring the person back safely.
We paid a fake invoice
Money went to a scammer posing as a vendor or a colleague. Call the bank first, then work out how it happened, check for more losses, and make the next one much harder.
Our files are locked, or there's a ransom note
Files suddenly won't open, names have changed, or a ransom note appeared. Contain it, protect your backups, get help, then recover in safe stages.
A work laptop is lost or stolen
Report it, protect the accounts it can reach, use the remote controls you actually have, decide about wiping, then work out what information was at risk.
Someone is leaving the organization
An employee, volunteer or contractor is leaving. Agree the exact cut-off, hand the work over, remove access everywhere (not just email), then check it actually worked.
Before you need one
Print or save the ones that fit you (Ctrl+P, or Cmd+P on a Mac). A playbook saved on a computer that's locked, lost or hacked won't help much. Keep a paper copy with your important phone numbers. You're welcome to share them with your family or your team.