What to Click and What Not to Click: Lessons from the Verizon Outage, Tech Support and Credit Scams
- Ari Morse
- Jan 18
- 17 min read
Introduction: A Perfect Storm for Scammers
On January 14, 2026, Verizon experienced one of the worst network outages in recent years. The software glitch lasted approximately 10 hours, affecting nearly 2 million customers across the United States. Customers couldn't make calls, send texts, or access mobile data. Frustration was high. Anger was justified. And in that moment of legitimate customer dissatisfaction, Verizon announced it would offer a $20 credit to affected users.
This is where the danger begins - Within hours, or perhaps minutes of Verizon's legitimate announcement, scammers were already at work. They knew millions of customers would receive text messages and emails about the credit. They knew most people wouldn't stop to verify the source. They knew the sense of urgency and entitlement would override careful thinking. They were counting on it.
As a private investigator who has spent decades studying how people make decisions—both good ones and catastrophically bad ones—I can tell you this situation represents a masterclass in how legitimate communications get weaponized by criminals. The Verizon outage and subsequent credit offer didn't create a scam problem; it simply exposed one that was already waiting for the right moment.
This guide will teach you the framework to determine what to click and what to ignore. More importantly, it will change how you think about digital communications for the rest of your life.
Why This Matters: Understanding the Exploitation Window
Before we discuss the mechanics of identifying phishing attempts, we need to understand why scammers target these moments of legitimate business disruption.
Companies experience outages, security breaches, billing errors, and service failures every single day. These events create psychological conditions that make consumers exceptionally vulnerable:
Urgency: When a service fails, customers want immediate resolution. They're primed to act quickly without deliberation.
Emotional vulnerability: Frustration and anger cloud judgment. We make poor decisions when we're upset, which is exactly when scammers strike.
Trust paradox: The fact that the company really did have an outage makes the scam more believable. Scammers leverage this reality to build credibility for their fraud.
Expectation alignment: You're expecting Verizon to contact you. When a message arrives claiming to be from Verizon, it matches your expectations, so your guard drops.
Information opacity: Most people don't understand how legitimate companies communicate. This ignorance becomes a liability.
Understanding these psychological triggers is your first line of defense. Scammers don't just send random messages; they craft them to exploit predictable human behavior during moments of stress and disruption.
The Verizon Validation Framework: Four Questions That Save Your Identity
When Carrie Kerskie from Kerskie Group shared her framework for evaluating the Verizon credit offer, she presented a brilliantly simple approach that works for almost any suspicious communication. Let me expand on this framework and apply it to a real-world scenario.
The four core validation questions are:
Did the disruption actually happen?
Is the company actually offering compensation?
Is this the method the company is using to contact customers?
Are there alternative ways to claim this benefit without clicking?
Question One: Verify the Disruption Actually Occurred
The first step is to independently verify that the event mentioned in the communication is real. Don't rely on the message itself; go directly to authoritative sources.
For the Verizon outage, verifying this was straightforward. A quick Google search revealed extensive coverage from reputable sources including Wikipedia, USA Today, CNET, NPR, and TechRadar. Major media outlets covered the story in real-time, with live updates as the situation unfolded. This wasn't a minor regional issue; it was significant enough to make major news.
Key point: Scammers often reference real events (like actual outages) to build credibility, then layer their fraud on top of legitimate news. Your job is to confirm the event happened, then move to Question Two.
Question Two: Confirm the Company's Official Response
Once you've verified the event is real, the next step is to confirm what the company itself has officially announced as a response. This must come from the company's official channels, not from the message you received.
For Verizon, the official response was documented on:
Verizon's official website and social media accounts
Press releases distributed through legitimate news channels
Official statements to major media outlets
Verizon's official Twitter/X account
All of these sources confirmed that Verizon was indeed offering a $20 credit. This fact passed verification.
Critical method: Never—under any circumstances—click a link in an unexpected message to "verify" information. Instead, go to the company's official website directly by typing the URL in your browser (not by clicking any link). If you're already a customer, log into your existing account through the company's official app or website.
Question Three: Investigate the Communication Method
Companies typically use specific channels for different types of communications. Knowing these patterns helps you identify when something is off.
Verizon genuinely uses text messages and emails to communicate with customers about service issues and account matters. This is standard practice. However, legitimate companies typically:
Send communications from verified, official numbers or email addresses
Include consistent branding and professional formatting
Provide multiple ways to address the issue
Never ask for sensitive information via unsolicited messages
Include contact information for customer service
Scammers, by contrast, typically rely on single-method communication (usually just a link) and create artificial urgency to prevent you from considering alternatives.
Question Four: Identify Alternative Methods to Complete the Action
This is the golden rule of digital safety: If there's only one way to do something, it's probably a scam.
Verizon offers multiple legitimate methods to claim the $20 credit:
Log into the myVerizon app directly and find the credit offer in your account
Visit verizon.com, log into your account, and navigate to account credits or promotions
Call Verizon customer service at the official number on your bill (not one provided in a suspicious message)
Visit a physical Verizon store and ask about the credit in person
The existence of these alternatives is a massive green flag. Scammers want you dependent on their link. Legitimate companies want you to access your account through secure, verified channels.
Email Header Analysis: Understanding Authentication Standards
As a forensic researcher, I've reviewed dozens of phishing attempts related to the Verizon outage and credit offer. Analyzing the email headers—the technical metadata that shows where a message really came from—reveals patterns that distinguish legitimate from fraudulent communications.
What Legitimate Verizon Communications Show
When Verizon sends official communications, the email headers reveal specific characteristics:
Authenticated sender: The email passes SPF (Sender Policy Framework) and DKIM (DomainKeys Identified Mail) authentication checks, confirming the message came from Verizon's actual mail servers
Official domain: The sending address uses Verizon's official domain (@verizon.com), not a third-party service
Consistent routing: The email travels through Verizon's verified mail infrastructure
Professional headers: Metadata includes standard business email fields with proper formatting
Red Flags in Phishing Email Headers
Phishing emails typically show:
Failed authentication: SPF/DKIM checks fail or are absent
Mismatched domains: Display name says "Verizon" but the sending address is verizon-support@gmail.com or similar
Unusual routing: The email bounces through unexpected servers or third-party mail services
Generic infrastructure: Uses free email services like Gmail, Yahoo, or generic hosting providers
Fabricated headers: Technical inconsistencies that reveal the message was artificially constructed
The presence of email header inconsistencies isn't always definitive proof of fraud—legitimate companies sometimes use third-party services—but combined with other red flags, it becomes very suspicious.
The Psychology of Effective Phishing: Why Good People Fall for Bad Emails
Before we discuss specific red flags, it's important to understand that falling for a phishing scam doesn't indicate stupidity or carelessness. Sophisticated phishing attempts exploit well-established psychological principles that work against even vigilant, educated people.
Authority and Legitimacy
Scammers impersonate authority figures and established companies because we're biologically programmed to trust authority. When a message appears to come from Verizon, your brain's authority recognition systems activate. This is not a character flaw; it's how human brains are designed.
Effective phishing exploits this by using:
Exact company logos (often copied from official websites)
Professional email templates
Correct company names and product names
References to real events (like the January 14 outage)
Language that matches company communications style
Urgency and Scarcity
Time pressure disables critical thinking. Scammers know this, which is why phishing messages frequently include artificial urgency:
"Claim your credit by January 20"
"Limited time offer"
"Your account may be compromised—verify now"
"Urgent action required"
When humans feel time pressure, the prefrontal cortex—the part of the brain responsible for careful analysis—becomes less active. Instead, the amygdala (emotional brain) takes over, pushing us toward quick action.
Reciprocity and Perceived Benefit
People feel obligated to reciprocate when offered something valuable, even if the offer seems too good to be true. A $20 credit for a service disruption is reasonable and expected—not obviously fraudulent. This reasonableness is what makes it effective.
Scammers layer this principle on top of the others: legitimate situation + reasonable offer + professional appearance + time pressure = vulnerability to fraud.
Familiarity and Expectation
You were expecting Verizon to contact you about the credit. That expectation made you primed to respond when a message arrived. Scammers understand this and deliberately craft messages to match your expectations.
Understanding these psychological principles isn't meant to make you paranoid. Rather, it should make you more aware that intelligent, careful people can still fall for well-crafted phishing attempts. The solution isn't shame or fear; it's systematic decision-making processes that bypass these psychological vulnerabilities.
The Red Flag Recognition System: What to Look For
Now let's move to the practical framework for identifying suspicious communications. I've organized this into categories based on how much technical knowledge is required to recognize the warning signs.
Level 1: Basic Recognition (No Technical Knowledge Required)
These red flags are visible to anyone who takes a moment to examine a message carefully.
Suspicious Sender Address
Check the actual sender's email address, not just the display name. If the message claims to be from "Verizon Support" but the actual sending address is verizon-support@gmail.com, this is a major red flag. Legitimate companies use their official domain names (@verizon.com), not generic email providers.
How to check on desktop: Hover over the sender's name to reveal the full email address.How to check on mobile: Tap the sender name or the "i" icon for sender information.
To put this in perspective: Verizon would never send official customer communications from a Gmail account. That's not how large corporations operate. Yet many phishing emails use exactly this method.
Mismatched or Suspicious Links
Phishing emails often include links that appear to go to the official website but actually route to a fake site. The text you see ("Click here to claim your Verizon credit") doesn't match where the link actually goes.
How to check on desktop: Hover your mouse over the link (don't click it). The real destination URL appears at the bottom left of your browser window. If the displayed link text says "verizon.com" but the actual URL is "verizon-claim-credit.tk", you've found a mismatch.
How to check on mobile: Long-press the link (iPhone) or press-and-hold (Android) to see a preview of the destination. Again, look for mismatches.
Shortened URLs and Obfuscation
Scammers often use URL shorteners (bit.ly, tinyurl, etc.) because they hide the actual destination. If a message from Verizon includes a shortened URL, this is highly suspicious. Why would Verizon hide their URL?
Shortened URLs serve a legitimate purpose in some contexts (space constraints, tracking analytics), but unsolicited messages from companies about account issues should never use them.
Urgent or Threatening Language
Examine the tone and language of the message. Phishing emails frequently include:
"Your account will be closed"
"Immediate action required"
"Your credit expires January 20"
"Verify your identity immediately"
Legitimate companies typically use professional but not panic-inducing language. The Verizon situation is a good example: the company apologized for the outage and offered compensation. It didn't threaten or create false urgency.
Missing or Incomplete Information
Legitimate companies provide contact information, reference numbers, account details, and context. Phishing emails often contain only the core message and a link, nothing else.
If you receive a message claiming to be from Verizon but it doesn't mention your account number, doesn't reference specific details about your service, and only says "click here", this is suspicious.
Generic Greetings
Legitimate companies typically personalize communications to some degree: "Hello Mr. Morse" rather than "Hello Valued Customer". This is particularly true for account-specific communications. If a message about your account doesn't personalize the greeting, it's a red flag.
Level 2: Professional Recognition (Some Technical Knowledge Helpful)
These red flags require a bit more understanding of how email works, but they're still accessible to most people with some guidance.
Email Authentication Failures
Modern email systems include authentication protocols (SPF, DKIM, DMARC) that verify a message really came from the company it claims to be from. These are visible in the email header.
If you know how to access full email headers (which varies by email provider), look for:
SPF: pass – indicates the sending server is authorized by the domain
DKIM: pass – verifies the message wasn't modified in transit
DMARC: pass – confirms alignment of authentication protocols
If these show "fail", the email is almost certainly fraudulent. However, most email users don't check headers, which is exactly why scammers target them.
Level 3: Advanced Recognition (Technical Security Knowledge)
These red flags are useful if you work in IT, security, or forensics, but they're not practical for most average users.
Phishing Link Analysis
Tools like EasyDMARC's Phishing Link Checker can analyze URLs to determine if they lead to known phishing sites. If you're suspicious about a link, you can paste it into such a tool rather than clicking it directly.
The Decision Tree: Making the Right Choice in Real Time
All of this information is useful, but what you really need is a simple decision process you can follow when a suspicious message arrives. Here's a decision tree you can apply immediately:
Step 1: Stop. Don't click anything yet.
The moment you receive an unexpected email or text about a company account, service issue, or offer, pause. Take 30 seconds before making any decision.
Step 2: Ask yourself: Was I expecting this?
Have you had an issue with this company recently? Are you aware of a service disruption? If the answer is "no", this is a red flag. If "yes", proceed to Step 3.
Step 3: What is the message asking me to do?
Is it asking you to:
Click a link?
Open an attachment?
Reply with personal information?
Verify your account?
If it's asking you to click a link or open an attachment, go to Step 7 (assume it's suspicious).
Step 4: Go to the company's official website or app directly.
Don't use any link from the message. Instead, manually type the company's URL into your browser (e.g., verizon.com) or open the official app. Log into your account using your normal login process.
Step 5: Check your account for the offer or issue mentioned in the message.
Once logged into the official website or app, look for the offer or issue. For the Verizon credit, you would check:
Account overview/dashboard
Promotions or offers section
Account credits section
Billing information
If you find the offer or issue documented in your official account, the message was likely legitimate (though you should still verify the offer details).
Step 6: If you find it, use the official channels to claim it.
Never go back to clicking the link from the original message. Instead, complete the action through the official website or app.
Step 7: If you don't find it, or you're still unsure, contact the company directly.
Use the phone number on your bill, your account statement, or the official website. Don't use a number from the suspicious message. Ask the company to verify whether the offer is legitimate.
For example: "Hi, I received a text message saying I'm eligible for a $20 credit due to the January 14 outage. Is this legitimate, and if so, how do I claim it?"
Step 8: Report the message if you believe it's a scam.
Most companies have fraud reporting departments. Verizon, for example, allows customers to report phishing attempts. This helps the company protect other customers.
Practical Application: What You Should Have Done with the Verizon Credit
Let's apply this framework to the specific Verizon situation that occurred on January 15, 2026.
You receive a text message saying: "Verizon: You're eligible for a $20 credit due to the January 14 service disruption. Click here to claim: [link]"
Your decision process:
Stop. Don't click. Pause and think before acting.
Was I expecting this? Yes—you were aware of the January 14 outage and likely aware that companies offer compensation for outages.
What is it asking? It's asking you to click a link.
Go to the official website directly. Open your phone's web browser and type verizon.com, or open the myVerizon app directly from your phone's app store.
Check your account. Log in and look for information about the $20 credit. You'll likely find it documented in the app or website, confirming it's legitimate.
Use the official channels to claim it. The app or website will provide a button or option to claim the credit. Use that instead of the link from the text message.
If unsure, call Verizon. Use the number on your bill or the official Verizon.com website to verify, if you're still uncertain.
Report suspicious messages. If you also received phishing attempts claiming to be from Verizon, report them to Verizon's fraud team.
By following this process, you accomplish the goal (claiming your credit) while completely avoiding the risk of phishing or malware infection.
Common Mistakes People Make (And How to Avoid Them)
Over three decades in private investigation, I've documented patterns in how people make digital security decisions. Several mistakes are particularly common:
Mistake 1: Trusting Professional Appearance
Scammers have become very sophisticated at copying official company branding, email templates, and language. Professional appearance is no longer a reliable indicator of legitimacy. I've seen phishing emails that are nearly indistinguishable from the real thing without careful examination of the sender address or link destination.
Solution: Assume that professional appearance is not confirmation of legitimacy. Always verify through official channels.
Mistake 2: Assuming the Time Pressure is Real
Scammers frequently create artificial urgency: "Claim by January 20" or "Your account will close in 24 hours." Real companies do create time-sensitive offers, but they also provide multiple reminders and alternative ways to address issues.
If you receive a message creating extreme urgency, take this as a red flag. The best response is to ignore the deadline in the message and contact the company directly to verify.
Solution: Never let time pressure override careful verification. If a legitimate opportunity has a deadline, it will still be available after you've taken time to verify it through official channels.
Mistake 3: Clicking Before Reading Carefully
Most people skim messages and click links before fully reading or thinking. This is how phishing works: quick scanning + automatic clicking = compromised account.
Solution: Read every word of unexpected messages. Specifically, check:
Who sent it (full email address, not just display name)
What it's asking you to do
Whether there are any grammar or spelling errors
Whether the tone matches the company's typical communications
Mistake 4: Confusing Login Pages
Sophisticated phishing sites are designed to look nearly identical to official company login pages. When you click the phishing link, you're taken to a fake login page. You enter your username and password, thinking you're logging into your real account. Instead, you've just handed your credentials to a criminal.
Solution: Never click login links from unsolicited messages. Always type the company's URL directly into your browser or use the official app.
Mistake 5: Ignoring Intuitive Red Flags
Sometimes something just "feels off" about a message, even if you can't articulate exactly why. Trust this intuition. Intuitive pattern recognition is a genuine cognitive skill—your brain is noticing details that your conscious mind hasn't fully processed.
Solution: If a message feels suspicious, treat it as suspicious until verified. There's no downside to being overly cautious.
The Bigger Picture: Why This Matters Beyond Individual Scams
This guide focuses on the Verizon phishing situation, but the principles apply to virtually all digital communications. Scammers use the same playbook regardless of whether they're targeting Verizon customers, bank customers, or Amazon account holders.
Understanding how to identify phishing attempts protects you not just from financial theft, but from:
Identity theft: Your SSN and personal information can be used to open accounts, obtain loans, or commit fraud in your name
Malware infection: Clicking malicious links can install spyware that monitors your keystrokes and online activity
Credential compromise: If you enter your username and password on a fake login page, criminals can use those credentials to access your real account
Family impact: If your email is compromised, scammers can contact your family members, leveraging the trust they have in you
The stakes are not just financial. Identity theft can take months or years to remediate, creating cascading problems that affect credit, employment, and peace of mind.
Your 30-Day Action Plan: Easy Steps Any Consumer Can Implement
The framework and strategies in this guide are only valuable if you implement them. Here's a practical, manageable action plan you can begin today. None of these steps requires technical expertise—just commitment.
Week 1: Assessment and Setup (5-10 minutes per day)
Day 1: Audit Your Accounts: List the five companies you interact with most frequently (your phone provider, bank, email, primary retailer, utility company). Write down their official website URLs and bookmark them in your browser. This takes 10 minutes and prevents accidental clicking of phishing links.
Day 2: Gather Official Phone Numbers: Find the customer service phone number for each of these five companies. Write them down or save them in your phone contacts. The official numbers are found on your bills or on the company's official website—never from unsolicited messages.
Days 3-5: Enable Multi-Factor Authentication (MFA)Choose two critical accounts (your primary email and your bank). Enable multi-factor authentication on each account. MFA typically involves receiving a code on your phone that you must enter after your password. Even if a scammer gets your password, they can't access your account without this second factor. Most companies offer simple options like SMS text messages or apps like Google Authenticator.
Week 2: Practice and Education (15-20 minutes)
Day 8: Practice the Decision Tree: Receive a legitimate offer (sign up for a retailer's email list) and practice your verification process. When you get the welcome email, follow Steps 1-6 of the Decision Tree provided in this article. This builds muscle memory so you'll automatically apply it to suspicious messages.
Day 9: Share Knowledge: Forward this article to one family member or friend. Discuss one key insight with them. When multiple people in your network understand phishing, scammers become less effective.
Day 10: Set Email Rules: Most email providers allow you to create rules. Create a rule that automatically flags emails from unknown senders mentioning "urgent," "verify account," or "click immediately." This doesn't delete legitimate emails, but it flags suspicious ones for your review.
Week 3: Defensive Systems (10-15 minutes)
Days 15-16: Create Written Verification Protocols: Write down a simple verification checklist for yourself (similar to the Decision Tree in this article). Print it or save it in your phone's notes app. When you receive a suspicious message, refer to your written checklist before taking action. This external reference prevents emotion-driven decisions.
Day 17: Review and Update Account Information: Log into each of your five critical accounts and verify that contact information is correct. Scammers sometimes update your email address or phone number to lock you out. By verifying this information yourself, you ensure you'll receive legitimate company communications.
Week 4: Ongoing Protection (5 minutes per week)
Day 22: Set Reminder for MFA Backup Codes: Many MFA systems provide backup codes for emergencies. If you haven't printed or saved these, do so now and store them securely. This prevents account lockouts.
Day 25: Create Annual Reminder: Set a calendar reminder to review this article once per year. Phishing tactics evolve, and annual refreshers keep you current on emerging threats.
Day 30: Test Your Verification Process: When you receive any unexpected message from a company, practice the full verification process as described in this article. This reinforces your security habits and makes the process automatic.
Building a Defensive Culture at Home
Digital security isn't just a personal responsibility—it's a family affair. If your account is compromised, scammers can use your relationships to target your family members. Here's how to extend these protections:
Family Conversations
Start with education, not fear: Discuss phishing with family members using real examples (like the Verizon situation). Explain that falling for phishing doesn't mean someone is careless; it means scammers are sophisticated.
Establish family rules: Agree that no family member will click links in unsolicited messages, regardless of who the message claims to be from. This includes messages that appear to come from other family members (their account may have been compromised).
Designate a "skeptic": In your household, assign one person (perhaps someone particularly cautious) as the "phishing skeptic." When anyone receives a suspicious message, they check with the skeptic before taking action. This adds an extra layer of verification.
Teaching Younger Family Members
Age-appropriate discussions: Children shouldn't be fearful of the internet, but they should understand that not everything online is trustworthy. Explain phishing in simple terms: "Some messages pretend to be from companies they're not. Always ask an adult before clicking."
Practice together: When you receive suspicious messages, show your children how you verify them. Walk them through the Decision Tree. This builds security awareness from an early age.
Supporting Older Family Members
Recognize vulnerability: Older adults may be less familiar with digital communications, making them more vulnerable. Rather than blaming them for mistakes, focus on practical solutions.
Simplify the process: Create a one-page reference guide with large print showing the Decision Tree. Reduce the cognitive load—fewer steps are easier to remember and follow.
Offer assistance: Let older family members know they can forward suspicious messages to you for verification before taking action. This reduces their stress and improves security simultaneously.
Conclusion: Knowledge as Defense
The January 14, 2026 Verizon outage and subsequent credit offer presented a perfect opportunity for scammers to exploit millions of people simultaneously. And they took that opportunity—phishing emails and texts proliferated within hours of Verizon's announcement.
But it didn't have to work that way. The customers who understood the verification framework—who asked the four key questions, who examined sender addresses, who looked for alternative methods—protected themselves completely.
This guide provides that framework. More importantly, the 30-day action plan provides a path to implementing these protections in your daily life. Digital security isn't about living in fear or paranoia. It's about making systematic decisions instead of automatic ones. It's about taking 30 seconds before clicking rather than clicking and hoping for the best.
The next time you receive an unexpected email or text claiming to be from a company you do business with, remember Carrie Kerskie's four questions:
Did the event actually happen?
Is the company really offering this?
Is this the method they're using to contact customers?
Are there alternative ways to accomplish this goal?
If you can confidently answer "yes" to all four, you're probably safe to proceed. But proceed through official channels, never through the link in the message.
Then, implement the 30-day action plan. Start today with Week 1. These small, manageable steps—bookmarking websites, finding phone numbers, enabling multi-factor authentication—are the foundation of lasting security. You don't need to become a cybersecurity expert. You just need to build better habits.
Your accounts, your identity, and your peace of mind depend on it.
Comments