How to Tell If It’s Really Cloud Collective
Criminals are phoning businesses while pretending to be the IT helpdesk. They say an urgent security change is needed and send staff to a fake sign-in page that looks like the real one. Anyone who signs in hands over their password, and the attackers use it to get into the company's systems. The same scam can also start with an email or a Teams message.
These callers can sound very convincing. They may know your name, your manager's name and details about your office. This guide explains exactly how Cloud Collective will and won't contact you, and how to check if you're not sure.
What We Will Never Do
No one from Cloud Collective will ever:
- Ask you to sign in through a link we give you during a call or in an unexpected email, text or Teams message.
- Ask you to tell us your password, or ask you to read out a code sent to your phone or app. If we need to work in your account, you'll type your password in yourself. If we need access while you're away, we'll reset your password with you on the phone and have you choose a new one when we're done.
- Ask you to approve a sign-in prompt (MFA) that you didn't start yourself.
- Ask you to install remote-access software or read out a connection code on a call or message you didn't start. Our support tool is already installed on company computers, so usually there's nothing to download. If we do need you to install something, we'll ask you to call us back on our main line first.
- Call out of the blue with an urgent security change. Planned security work is arranged in advance with your management.
If anyone asks you to do any of these, it is not us, no matter who they say they are or how much they know. End the call or conversation.
What Real Contact From Us Looks Like
- It's tied to a ticket. Our technicians will reference a ticket number or issue that you can see in your client portal or in a recent email from support@cloudcollective.com.
- Caller ID is not proof. Our calls show our main number, (604) 239-2182. If a call shows a different number, do not trust it. Criminals can also fake our number, so a call that shows our number can still be a scam. If you are unsure, hang up and call us at (604) 239-2182.
- Emails can be faked too. A message can show "Cloud Collective" as the sender without coming from us. If an email asks you to sign in, approve something or act urgently, check it the same way you would a call.
How to Check
- Stop. Hang up, or don't reply. It's never rude to hang up on us. We would much rather you did.
- Look for the ticket. Open the client portal by typing cloudcollective.deskdirector.com into your browser yourself, and check that a matching ticket exists.
- Contact us directly. Call (604) 239-2182 or email support@cloudcollective.com. Never use a phone number, link or email address given to you by the caller.
Before You Let Anyone Connect to Your Computer
- Remote access starts with a ticket. If you didn't contact us and you don't recognize the ticket, don't let anyone connect.
- Call us back first. If someone calls you and asks to connect to your computer, hang up and call (604) 239-2182. If it really was us, we'll pick up right where we left off.
- Keep connection codes to yourself. Only give a connection code to us on a call you made, or after you've called us back.
- If something seems wrong during a session, close the remote-access window or turn off your Wi-Fi, then call us.
Watch for Fake Sign-In Pages
The fake pages in these scams often include your company's name in the web address to look legitimate, for example:
- yourcompany.configuremysso.com
- yourcompany.myaccountoptions.com
- yourcompany.myaccountsetup.com
Seeing your company's name in an address does not mean the page is safe.
Other fake addresses swap or add letters so they look right at a glance:
- rnicrosoft.com instead of microsoft.com
- micros0ft.com, with a zero instead of the letter o
- cloudcoIlective.com, with a capital I instead of a lowercase l
- cloudcollective-support.com or cloudcollective.co, with extra words or a different ending
Only sign in through the apps you normally use or a bookmark you saved yourself, never through a link someone sends you or reads out to you.
If You Think You've Already Been Caught
If you entered your password on a page, approved a sign-in prompt, read out a code or let someone connect to your computer, call us right away at (604) 239-2182. Don't wait and don't worry about being embarrassed. This happens to careful people, and the sooner we know, the faster we can lock the account and stop any damage.
If an MFA prompt pops up that you didn't trigger, deny it and let us know. It usually means someone already has your password.
If Something Feels Off
Trust your instincts. Stop and contact us through your usual channels as described in our IT Support Guide. We'll confirm whether it was really us and investigate if needed.
Cloud Collective
Support: (604) 239-2182
Email: support@cloudcollective.com
Website: www.cloudcollective.com
