Troubleshooting Account Management Login Failures

Click on the link below which best describes your situation:

  1. Receiving “Invalid user name password combination” message
  2. Receiving “Login Failed” message upon entering security device values
  3. I’ve forgotten my user name and/or password
  4. I’m temporarily without possession of my security device
  5. My security device has been lost or damaged
  6. I’ve been issued a temporary passcode which has expired
  7. I’ve been issued an online security card which has expired
  8. I’m awaiting delivery of my physical security device and can now no longer log into my account
  9. I am able to log into Account Management with my temporary passcode but not the trading platform
  10. I am in possession of my security device and wish to activate it
  11. Receiving “BAD CHARACTER” message after entering my user name

IMPORTANT NOTE: If you are unable to resolve your account access issue from the information above, please contact your local Customer Service Center.  Also note that for security purposes, all requests for login assistance must be initiated via telephone as it requires prior verification of the account holder's identity. A listing of Customer Service Centers, contact numbers and hours of operations may be found via the following website link: http://individuals.interactivebrokers.com/en/p.php?f=customerService&ib_...

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
a. Make sure that the Caps Lock key is not on as user name is case sensitive and is required to be input in lower case format.
IMPORTANT SECURITY NOTICE: If an account experiences 10 consecutive failed Account Management login attempts within any 24-hour period, it will be locked out from login regardless of subsequent attempts using the correct user name and password combination. This lock out, intended as a security measure to prevent hackers from random attempts to guess the password, will remain in force until 24 hours have passed since the last unsuccessful log in attempt.
 
If you believe that your account has or is about to be been locked due to consecutive failed login attempts, you will need to contact to contact your regional Customer Service Center via telephone for assistance. Note that assistance for log in matters is only provided via telephone and after the identity of the account holder has been verified.
 
 
 
 
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a. If operating with a temporary passcode, note that alpha characters are case sensitive and are required to be input in upper case format

b. If operating a security card or electronic device, note that there are no spaces between characters

 
 
 
 
a. For security purposes, all requests for assistance with a user name and/or password must be initiated via telephone and require prior verification of the account holder’s identity. Requests are to be directed to one of the regional Customer Service Centers. 
 
 
 
 
a. If you are temporarily without possession of your security device, interim access may be provided by contacting your regional Customer Service Center via telephone where, once your identity has been verified, you will be provided with a temporary passcode.
 
The temporary passcode is a static alpha-numeric code which replaces the randomly generated code provided through your security device and which will provide full access to Account Management and the trading platforms for 2 days. Should a lengthier period of interim access be necessary, and to obtain enhanced protection, it is recommended that you use the temporary passcode to log into Account Management and print out the on-line security card which will operate as a replacement to your security device for up to 3 weeks.  
 
After the expiration of the temporary passcode or on-line security card, or if you regain possession of your security device beforehand, you will need to log into Account Management and select the menu option to re-activate your security device.
 
 
 
 
 
a. In the case of a lost or damaged security device, you will need to contact our Customer Service center to arrange for a replacement and to provide for interim access. As the time frame for shipping a replacement device may range form 3 to 14 days depending upon your country of residence, interim access is provided via an on-line security card. The on-line security card may be retrieved for printing or saving as an image to your desktop once a temporary passcode has been provided for Account Management access.
 
 
 
 
 
a. The temporary passcode is intended to provide full access to both Account Management and the trading platforms for a period of 2 days. After 2 days, the temporary passcode may no longer be used to access the trading platforms but may be used to access Account Management for an additional period of 10 days. The Account Management access, however, is limited solely for the purpose of printing or saving the on-line security card.  
 
If your window of access to Account Management using the temporary passcode remains, you may print or save the on-line security card through which full access to both Account Management and the trading platforms is provided for a period of 21 days. If you are unable to log into Account Management, you will need to contact your regional Customer Service center for assistance.
 
 
 
 
 
a. The on-line security card is intended to provide full access to both Account Management and the trading platforms for a period of 21 days. This time frame, while limited, is intended to provide sufficient opportunity for the account holder to either regain possession of a temporarily unavailable security device or request and receive a replacement device.
 
If you are unable to log in using the on-line security card, you will need to contact your regional Customer Service center for assistance and to provide information as to the status of your permanent security device.
 
 
 
 
 
a. Depending upon your location, the physical security device should be delivered to the address of record on your account within 2 days in the case of US residents and within 2 weeks for all other accounts. It’s important to note that the permanent devices are set to automatically activate after a set timeframe if not yet manually activated by the account holder. If this is the case and you encounter difficulties logging into your account, please contact our Technical Assistance Department at 1-877-442-2757.
 
 
 
 
 
a. If your window of access to Account Management using the temporary passcode remains, you may print or save the on-line security card through which full access to both Account Management and the trading platforms is provided for a period of 21 days.
 
If you are unable to log into Account Management, you will need to contact your regional Customer Servicecenter for assistance.
 
 
 
 
 
a. To activate either a replacement device or one which was temporarily unavailable and which required issuance of a temporary passcode, you will need to log into Account Management and select the reactivate security device menu option. Once reactivated, neither the temporary passcode nor on-line security card will remain operable.

 

 

11. Receiving “BAD CHARACTER” message after entering my user name.

a. Re-enter your user name and make sure that you do not include any spaces or characters which are not either alpha or numeric (e.g. !@#$%^&*(.,”:...etc.).

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Overview of Secure Login System

Table of contents

 

The security of your assets and personal information is of utmost concern to us and we are committed to taking the steps necessary to make certain you are protected from the moment you open up your account.  

To provide you with the highest level of online security, Interactive Brokers has implemented a Secure Login System (SLS) through which access to your account is subject to two-factor authentication. Two-factor authentication serves to confirm your identity at the point of login using two security factors: 1) Something you know (your username and password combination); and 2) Something you have (an IB issued security device which generates a random, single-use security code). As both knowledge of your username/password and physical possession of the security device are required to login to your account, participation in the Secure Login System virtually eliminates the possibility of anyone other than you accessing your account.
 

Benefits of Enrollment

The principal benefit of SLS enrollment is to protect your account from unauthorized access. There is no fee associated with enrollment[1] and participants have the added benefits of:
  1. Higher withdrawals thresholds over both single and five day rolling periods.
  2. Ability to change your banking instructions and email address without contact from a member of our Security Team.
  3. Ability to effect ACH & EFT funding transactions beyond an initial USD 20,000 account funding transaction.
  4. The ability to share a single device among multiple usernames registered to the same individual.
 
 
 

How to Enroll

Enrollment is easy. In the case of new applicants, you will be provided with an email link with instructions for printing and activating an on-line security card during the account configuration step of the online application. This on-line card is intended as a temporary device expiring 21 days after your account has been funded, during which time a permanent device will be shipped to you. Once you receive your permanent device and follow the instructions for its activation, your on-line card will be automatically deactivate and may be disposed. It’s important to note that the permanent devices are set to automatically activate after a set time frame if not manually activated by the account holder. If you choose to use the IBKR Mobile Authentication, (smartphone digital access key application) you will need to validate your phone number. You can do so directly in the smartphone app. Detailed instructions are available in KB2260.
 
If you are an existing user and haven’t already enrolled in SLS, you will need to log into Account Management and select the Settings User Settings > Security > Secure Login System menu options. You will be presented with a screen displaying the device that you will receive and through which you will confirm your address of record. You can alternatively activate the IBKR Mobile Authentication on your device immediately. How to activate the app, conditions and requirements can be found in KB2260.

 

 
 

Lost, Damaged or Temporarily Unavailable Device

In the case of a lost, damaged or temporarily unavailable security device, you will need to contact your regional Client Service Center via telephone to arrange for a replacement and/or to provide for interim access. Once your identity has been verified you will be provided a temporary passcode (i.e., a static alpha-numeric code which replaces the random code supplied by your security device) that will allow you to log into your Account Management and print the on-line security card. The on-line card will provide interim access for up to 21 days, sufficient time for a replacement device to be shipped or, should your device be temporarily unavailable, time to regain possession and re-activate your permanent device. See KB1943 for instructions on requesting a replacement device.
 
 
 

Types of Devices

IB provides a range of security devices, each tailored to meet the portability and security needs of your particular account. Once funded, account holders can activate a smartphone security application or request a physical security device.   
  1. Security Code Card - It has the same size and shape of a credit card, with 224 alpha-numeric codes printed on it.
  2. Digital Security Card+ - It has the same size and shape of a credit card and it is electronic, requiring the user to enter a PIN code as an additional layer of protection.
  3. IBKR Mobile (IB Key) – All-in-one mobile app offering a convenient digital solution for your second factor authentication needs.  The IB Key protocol found within the app supports both fingerprint and PIN configuration2 and is available for download on both Android phones and iPhones.
 

Notes:

1: For Digital Security Card+ if your device is lost, stolen, damaged by you or not returned to IB once you have closed your account, a 20 USD charge will be assessed to cover its cost.
2: For iPhone users you must have either TouchID or Passcode enabled (refer to: Set up Touch ID for directions). TouchID is the recommended choice.  PIN/Passcode supports up to 12 hours of access while fingerprint allows 30+ hours as long as your authenticate at least once during this time period.  Please see further details mentioned in our User's guide for Extended Trading Access
 
 

 

Additional Information 

See KB1042 for video instructions on logging in with the Secure Code Card.
See KB2277 for complete details on IBKR Mobile Authentication (IB Key) for Android.
See KB2278 for complete details on IBKR Mobile Authentication (IB Key) for iOS.
 
 

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Use cases where assistance with system access is required

Overview: 

Please click on the use case below which best describes your login issue for guidance as to how to proceed:

I. No Access to Account Management or TWS

1. I forgot my User Name and/or password

2. I am temporarily without possession of my security device

3. My security device is lost or damaged

4. My temporary passcode has expired

5. My on-line security card has expired

 

II. Partial Access (Account Management only)

1. I am able to log into Account Management with my temporary passcode but not the trading platform

 

III. Full Access to both Account Management and TWS

1. I am in possession of my security device and wish to activate it.

 

 

 

 

 

 


  1. I forgot my User Name and/or password

For security purposes, all requests for assistance with a User Name and/or password must be initiated via telephone and require prior verification of the caller’s identity. Click here for a list of IB’s regional Customer Service center contact numbers.

 

  1. I am temporarily without possession of my security device

If you are temporarily without possession of your security device, interim access may be provided by contacting your regional Customer Service center via telephone where, once your identity has been verified, you will be provided with a temporary passcode.   

This temporary passcode is a static alpha-numeric code which replaces the random code supplied by your security device and which will provide full access to both Account Management and the trading platforms for 2 days.  Should a lengthier period of interim access be necessary and to obtain enhanced protection, it is recommended that you use the temporary passcode to log into Account Management and print out the on-line security card which will operate as a replacement to your security device for up to 3 weeks.   

After the expiration of the temporary passcode or on-line security card, or if you regain possession of your security device beforehand, you will need to log into Account Management and select the menu option to re-activate your security device.

 

  1. My security device is lost or damaged

In the case of a lost or damaged security device, you will need to contact our Customer Service center to arrange for a replacement and to provide for interim access. As the time frame for shipping a replacement device may range form 3 to 14 days depending upon your country of residence, interim access is provided via an on-line security card. The on-line security card may be retrieved for printing or saving as an image to your desktop once a temporary passcode has been provided for Account Management access.

 

  1. My temporary passcode has expired

The temporary passcode is intended to provide full access to both Account Management and the trading platforms for a period of 2 days.  After 2 days, the temporary passcode may no longer be used to access the trading platforms but may be used to access Account Management for an additional period of 10 days.  The Account Management access, however, is limited solely for the purpose of printing or saving the on-line security card.   

If your window of access to Account Management using the temporary passcode remains, you may print or save the on-line security card through which full access to both Account Management and the trading platforms is provided for a period of 21 days. If you are unable to log into Account Management, you will need to contact your regional Customer Service center for assistance.

 

  1. My on-line security card has expired

The on-line security card is intended to provide full access to both Account Management and the trading platforms for a period of 21 days. This time frame, while limited, is intended to provide sufficient opportunity for the account holder to either regain possession of a temporarily unavailable security device or request and receive a replacement device. 

If you are unable to log in using the on-line security card, you will need to contact your regional Customer Service center for assistance and to provide information as to the status of your permanent security device.

 


 

  1. I am able to log into Account Management with my temporary passcode but not the trading platform

If your window of access to Account Management using the temporary passcode remains, you may print or save the on-line security card through which full access to both Account Management and the trading platforms is provided for a period of 21 days. 

If you are unable to log into Account Management, you will need to contact your regional Customer Service center for assistance.

 


  1. I am in possession of my security device and wish to activate it.

To activate either a replacement device or one which was temporarily unavailable and which required issuance of a temporary passcode, you will need to log into Account Management and select the reactivate security device menu option.  Once reactivated, neither the temporary passcode nor on-line security card will remain operable.

 

How to change the PIN of your Secure Login Device

Interactive Brokers recommends that you change your PIN regularly to add an extra layer of security. Please follow the instructions below to change your PIN.

NOTE: If you do not know your current PIN you will need to call Interactive Brokers directly to request to have your PIN changed, please use any of the options listed under www.ibkr.com/support

 

For Digital Security Card Plus (DSC+) Users:

      

The PIN of the DSC+ has to be changed from the Account Management page, following the steps below:

  1. Log into Account Management using your security device
  2. Select the menu options Manage Account --> Security --> Secure Login System --> Security Device

 

  1. Select the radio button "Change Pin of the current security device" and click "Continue"

 

  1. You will be prompted to enter the NEW PIN in the first field(marked here as A), and confirm it again on the second field(marked here as B). You will be as well requested to operate your device and generate a passcode using the NEW PIN you have chosen. That passcode has to be typed into the last field(marked here as C)

 

  1. Once completed you will be reverted back to the SECURE LOGIN SYSTEM screen.

 

 

LEGACY DEVICES:

 

For Digital Security Card (DSC) Users:

     

Just like the DSC+, the PIN of the DSC is changed directly from the Account Management page, following the steps below:

  1. Log into Account Management using your security device
  2. Select the menu options Manage Account --> Security --> Secure Login System --> Security Device
  3. Select the radio button "Change Pin of the current security device" and click "Continue"
  4. You will be prompted to enter a NEW PIN in the first field, and confirm it again on the second field. Then you will be requested to operate your device and generate a passcode using the NEW PIN you have chosen. That passcode has to be typed into the last field.
  1. A SUCCESS message will appear and the new PIN will be in effect

 

 

For Platinum and Gold Devices Users:

If you use a Platinum or a Gold device, you would only need to change the PIN directly on the device itself, following the instructions below:

1. Press the 'ON' button

2. Enter your current PIN

3. Once the CHALLNG? prompt is displayed, press the 'PIN' button

4. Once the NEW PIN prompt is displayed, enter your NEW PIN

5. Once the AGAIN prompt is displayed, re-enter the NEW PIN to confirm it

6. If the new 4-digit PIN was re-entered successfully, a SUCCESS message will appear and the new PIN will be in effect immediately.

 

How do I return my secure login device to Interactive Brokers ?

In the event you need to return your secure log in device to Interactive Brokers (due to damage, breakage, account consolidation or closing purposes), please follow the instructions below:

  1. Download and print the Secure Login Device Return Form.
  2. Complete the form and package it with your device.  
  3. Mail your package to the applicable address below.

For your protection, we strongly recommend using a padded envelope for your return, and a carrier that provides a tracking number (e.g., UPS, FedEx, DHL, or USPS Express Mail only) since you will be held liable for the token's return. Please allow 3 - 5 business days after shipment for your account to reflect the receipt by IB of the returned device. Please note delivery time can vary due to carrier delays.

Additional Action For Replacement Returns
If this is a replacement return and not a closing of an account, please call our security support team, at the number below, to notify us of your defective device and we will provide you with a temporary security code allowing you to continue to access your account until you receive your new secure log in device. IB offers multiple device types, and the replacement considerations associated with each are outlined below:

For Digital Security Card+ (DSC+) Users:
If you are returning a Digital Security Card+ (Exhibit 1), and require a replacement device, you will need to log into Account Management and request a new DSC+ (see here for directions.)

Exhibit 1

 Digital Security Card+ 

For Platinum and Gold Device Users:
These types of devices (Exhibit 2) do not need to be returned to IB and can be discarded. Platinum and Gold devices have been discontinued and replacements are no longer available. If you require a replacement device, you will need to log into Account Management and request a new Digital Security Card+ as shown in Exhibit 1 (see here for directions.)

Exhibit 2

Platinum and Gold Device

 

For Digital Security Card (DSC) Users:
These types of devices (Exhibit 3) do not need to be returned to IB and can be discarded.  Digital Security Cards have been discontinued and replacements are no longer available. If you require a replacement device, we recommend activating the IB Key Authentication via IBKR Mobile (see here for directions.)

Exhibit 3

Digital Security Card

For Security Code Card Users:
These types of devices (Exhibit 4) do not need to be returned to IB and can be shredded and discarded. If you require a replacement device, we recommend activating the IB Key Authentication via IBKR Mobile (see here for directions.)

Exhibit 4

Security Code Card

 

Mailing Address and Contacts:

US / Canada
Europe
Mailing Address:
Interactive Brokers, LLC.
Attn: Token Return Department
8 Greenwich Office Park
2nd Floor
Greenwich, CT 06831
USA

US Contact:
1 (877) 442-2757 (Toll free)
1 (312) 542-6901 (Direct dial)

Canadian Contact: 
1 (877) 745-4222 (Toll free)
1 (514) 847-3499 (Direct dial)
Mailing Address:
Interactive Brokers(U.K.)LTD.
Attn: Token Return Department
Gotthardstrasse 3
CH-6301 Zug
Switzerland


EU Contact:   
00800-42-276537 (Toll free)
+41-41-726-9500 (Direct dial)

Russia Contact:
8-800-100-8556 (Toll free)
+41-41-726-9506 (Pyсский)
Asia
Australia
Mailing Address:
Interactive Brokers, LLC.
Attn: Token Return Department
Suite 1512,
Two Pacific Place
88 Queensway Admiralty 
Hong Kong

Contact:
+852-2156-7907 (廣東話)
+86 (21) 6086 8586 (普通话)
Mailing Address:
Interactive Brokers, LLC.
Attn: Token Return Department
PO Box R229
Royal Exchange, NSW, 1225
Australia


Contact:
+61 (2) 8093-7300
Japan
Mailing Address:
Interactive Brokers Securities Japan, Inc.
Attn: Token Return Department
4th Flr Tekko Kaikan,
3-2-10, Nihonbashi Kayabacho, 
Chuo-Ku, Tokyo 103-0025
Japan

Contact:
+81 (3) 4588 9710 Direct dial (English)
送り先:  
インタラクティブ・ブローカーズ証券株式会社
〒103-0025
東京都中央区日本橋茅場町3-2-10
鉄鋼会館4階
トークン戻る学科

接触:
+81 (3) 4588 9700 直通 (日本語)             

 

Account Closing
Access to Account Management for the purpose of reviewing and/or printing activity statements and any tax forms is provided following the return of your device and closing of your account.  Once closed, you will be able to log in without the security device and will only need your existing user name and password .

 
Question regarding security devices may be addressed to the security group at any number from above.
 
For information regarding replacement fees for security devices which are either lost, stolen, damaged or not returned upon account closing, please refer to KB1861.

 

Determining SIPC coverage where multiple accounts exist

Multiple accounts maintained in the same name and taxpayer ID number are grouped for purposes of applying the maximum per client protection limits of $500,000 by SIPC and $29.5 million under Lloyd’s supplementary protection. However, if you hold accounts with IB in separate capacities (for example, an account in your name, a trust account of which you are the trustee or a beneficiary, or a joint account), then each account would be protected by SIPC and the supplementary protection up to the stated limits.

How can I request for a replacement secure login device or temporary security code?

Overview: 

IB is committed to protecting your account and your account assets from fraudulent practices. The Secure Login System provides an extra layer of security to your account. For security purposes, all replacement security device requests must be addressed via telephone and only after the identity of the named account holder or authorized user has been verbally verified. For assistance in accessing your account immediately and obtaining a replacement security device, please contact Customer Service via telephone to restore login access.

My account is enrolled in the Secure Login System and I am currently accessing my account through a temporary passcode. How long will this passcode last?

IB will issue a temporary passcode to secure login system participants in the event their security device has been misplaced, lost or damaged.  The temporary passcode is intended to provide full access to both Account Management and trading platforms for a period of 2 days. After 2 days, the temporary passcode may no longer be used to access the trading platforms but may be used to access Account Management for an additional period of 10 days. The Account Management access, however, is limited solely for the purpose of printing or saving the on-line security card.

The on-line security card, in contrast, has a lifespan of 21 days, providing the account holder with an opportunity to locate the misplaced device or have the lost or damaged device replaced. Account holders who remain without their physical security device and are unable to log in using either the temporary passcode or on-line security card will need to contact Customer Service in order access the account.  

IMPORTANT NOTICE

As a matter of policy, IB will not issue consecutive temporary passcodes to a given account, but rather will act to restore the account protection to the most secure level, which is that provided by the physical security device.

How do I change my email address?

Overview: 

To change your email address you will first need to submit the request through Account Management. From within Account Management select Settings followed by User Settings and then click the gear icon next to Email Address in the Communication section. If you have access to your old email, we will send a secure confirmation number to your existing email address. You will then be prompted to enter the confirmation number and your new email. If you do not have access to your old email, you will be prompted to enter your current password along with your new email address. Click Submit to complete the request.

Glossary terms: 

Can I change my password online?

Overview: 

Account holders who are able to log into Account Management may change their password by selecting the Settings section followed by User Settings and clicking the gear icon next to the word "Password" in the Login section. Passwords must be between 6 and 40 characters in length and must contain at least one alpha and one numeric character.

Account holders who are unable to log into Account Management may change their password through the Online Password Reset tool. The password rules stated above will still apply. You may either click HERE, use the "Forgot Password?" link at the bottom of the Account Management login page, or click the link provided upon an invalid login to TWS to request a password reset.

  

IMPORTANT NOTE

Passwords greater than 8 characters in length are only supported on newer versions of IB's software. More details are provided on the password reset page within Account Management. Account holders may also contact Customer Service for assistance with password changes. For security purposes, all log in issues and password requests can only be addressed once the identity of the named account holder has been verified.

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