Ransomware help: files locked or a ransom note on screen
Don't pay, and don't wipe or reinstall anything yet. Unplug the affected computer from the network or switch off its WiFi, leave it powered on, and call us now.
Open Mon–Sat 09:00–17:00 · Sun 10:00–16:00
What you might see
- Files with odd extensions that will not open.
- A note on screen or in a folder demanding payment.
- A business system or shared drive that has suddenly locked.
- A backup drive that has been affected too.
Why you shouldn't pay or wipe
Paying does not guarantee you get your files back, and it can mark you out as someone who will pay again. Wiping or reinstalling destroys evidence, and sometimes it removes the only route to recovery.
Talk to us
Call us or send a message. We will tell you the quickest safe way to help.
What we do
We contain the problem so it stops spreading, work out what was affected, and recover from clean backups wherever possible. We get you trading again as quickly as we safely can. Afterwards we help you put protection and tested backups in place.
We cannot promise to decrypt files. We will be honest about what can and can't be recovered.
Reporting
Report the attack to Report Fraud at reportfraud.police.uk or on 0300 123 2040. If your business holds personal data, you may need to report a breach to the Information Commissioner's Office within 72 hours of becoming aware of it. See ico.org.uk for its guidance.
Related help
- Cyber securityReviews, email and account protection, and help if something goes wrong.
- Been hacked? Get helpEmail, accounts or a computer that someone else may have reached.
- Scam pop-upsScreens that say your computer is locked or infected, with a number to call.
- Virus and malware removalA slow, strange or infected PC or Mac.
- Cyber threats in the South HamsThe scams and risks local homes and businesses face, in plain words.
- Operational resilienceContinuity planning, backups and tested recovery.
- Data recovery and backupGetting files back and keeping a second copy safe.
- Contact usCall, send a message or book a remote session.
Frequently asked questions
Can you decrypt my files?+
Sometimes recovery is possible from backups or other routes, and we will assess it honestly. We cannot promise decryption. Call us.
Should I pay?+
Speak to us and the police first.
Do you help small businesses?+
Yes. We help small businesses across the South Hams, including shops, offices, trades and holiday-let owners.
Do you work out of hours?+
Our opening hours are Monday to Saturday 09:00 to 17:00 and Sunday 10:00 to 16:00. Outside those times, send a message through our contact page and we will pick it up when we open.