How to survive being the family tech support person

Every family has a go-to person for all their tech questions. The one who can get the TV connected to Netflix, make sense of passwords and multi-factor authentication, or smooth out everyday internet issues like dodgy Wi-Fi or a cluttered cache.

If this sounds like you and is your unofficial family job, there are some good basics to be across that will hold you in good stead, and hopefully stop some of the most common issues arising in the first place.

Scam awareness starts with a conversation

One of the best ways you can help your family is to normalise scam prevention behaviours. That starts with a conversation.

Because online scams in Australia can target anyone, at any age, and they’re often designed to look like normal texts, emails, phone calls, social media messages or banking alerts.

If you’re the trusted family tech go-to, take some time to talk your nearest and dearest through the scam scenarios they’re most likely to come across today. This could include:

• Phishing scams that ask for your passwords or one-time codes
• Banking scams that claim there’s account activity needing your urgent attention
• Fake shipment updates requiring immediate action to keep your delivery on track
• Marketplace scams that claim you need to send money before seeing the item
• Investment offers that sound too good to be true
• Uncharacteristic messages from someone you think you know

Helping them to understand common scam tactics could save them a lot of headaches and save you from future “tech support” duties. Share our handy tips for staying safe online with your family and friends or you can share Scamwatch’s rule of thumb:

STOP before you share money or personal information.

CHECK who you’re really dealing with using contact details you find yourself.

PROTECT yourself and others by reporting scams to your bank, cyber.gov.au and Scamwatch.

Check for updates

Many updates include important security fixes that help protect devices from new threats. While some people are only too happy to click on any link they are sent, plenty of others are not, which is why updates are frequently not downloaded and installed.

Each time you’re asked to help with someone’s computer or phone, make sure all the updates have been actioned. It will result in the tech performing better and hopefully lead to fewer issues.

Give everyone their own login

If everyone has got admin access to the family account, there are all sorts of settings the unwitting user can change resulting in chaos. Instead, set everyone up with their own profile and ID so they can have the things they want on their devices. Separate accounts can help reduce security risks and make it easier to manage privacy settings.

On the other hand, when it comes to passwords for shared items like Netflix, make it something unique that everyone in the family can remember. This avoids frequent account lockouts and password resets.

Help create a back-up

The best tech support skills in the world can’t always retrieve what gets lost when a cup of tea is spilled on a laptop keyboard. A back-up won't stop a scam, but it can help minimise the impact if a device is compromised or important files are lost.

Organise a back-up program for your family so they (and you) can keep hold of precious items, like photos, that would break hearts if lost. Cloud-based is an easy solution, but also consider getting a physical hard drive to run back-ups as it may be easier for your family to understand and use.

Don’t just fix, educate and reassure

The digitisation of our world is not slowing down, and scam tactics are moving just as quickly. That can feel overwhelming for anyone, not just people who are less confident with technology.

It’s important to be a guide for your family and, where you can, give them information to build their own tech skills and scam safety habits. Keep the conversation kind and practical. If someone has clicked a link, shared details or sent money, remind them they’re not just a number and they’re not alone. Scams are designed to pressure people into acting quickly, and reporting what happened can help protect them and the wider community.

If you’re a BCU Bank customer and think you’ve been scammed, get in touch with us on 1300 228 228 to let us know us as soon as possible. 

You can even try putting them on the self-help path by providing them with a couple of good tech advice websites they can turn to with issues or a trusted local IT support service.

Family tech support and scam safety checklist

• Update all software from the genuine source
• Turn on two-factor authentication
• Clean up passwords or set up a password manager
• Clear device storage and delete unused apps
• Set up automatic backups
• Adjust accessibility settings
• Set up anti-virus software and automatic scans
• Cancel unwanted subscriptions
• Review privacy settings
• Find a local trusted tech support service
• Wipe (important), sell, donate or recycle old devices
• Talk through Stop. Check. Protect.
• Save trusted contact details for banks and key services
• Report suspicious messages, calls or payments early

Being the family tech support person means helping to build confidence to stay safe online. Anyone can be targeted by a scam, and a quick conversation can make it easier for someone to pause, check what’s real, and ask for help before things go further.

No one’s just a number

Every scam report is a real person whose money, time or trust may have been taken. Scams can happen to anyone, and being targeted by a scammer is never a reflection of someone’s intelligence or character. If you spot a scam or think you’ve been targeted, report it early. Every report helps warn others, protect the community and stop the spread of scams. Visit Scamwatch to learn more.