Come richiedere un dispositivo di sicurezza sostitutivo

 Si prega di seguire i passi seguenti per richiedere la sostituzione di un dispositivo di sicurezza che è stato smarrito, rubato oppure non è piú funzionante:

1. Avvisare il Servizio Clienti - la preghiamo di contattare il Servizio Clienti per richiedere un dispositivo sostitutivo ed ottenere un accesso temporaneo al conto.  E' importante notare che questo servizio puó essere reso solamente via telefono e, per motivi di sicurezza, previa verifica dell'identità del titolare del conto. Una volta verificata la sua identità, le sarà assegnato un codice di accesso temporaneo il quale funziona come versione statica del codice generato casualmente dal suo dispositivo permanente e pertanto dovrá essere inserito dopo il nome utente e la password, al momento del login.

2. Richiedere la Carta di Sicurezza Online - il codice di accesso temporaneo ha una durata limitata (per 2 giorni le consente un accesso completo alla Gestione Conto ed alle piattaforme di trading e per altri ulteriori 10 giorni solamente un accesso limitato alla Gestione Conto). Il codice temporaneo ha il fine di consentire l'accesso alla Gestione del Conto  e l'attivazione della Carta con codici di sicurezza online. Questa carta offre una maggiore protezione e permette la funzionalità completa della Gestione Conto (inclusi i prelievi). Fornisce inoltre la possibilità di riattivare il dispositivo permanente senza necessità dell'assistenza del Servizio Clienti. Si veda KB1873 per istruzioni passo passo atte ad ottenere la Carta con codici di sicurezza online.

3. Richiedere un dispositivo sostitutivo - al momento dell'attivazione della Carta con codici di sicurezza online, saranno visualizzate le seguenti quattro opzioni. Scegliere l'opzione 'Richiedi nuovo dispositivo login sicuro' e cliccare 'Continua'.

Le saranno quindi mostrati i seguenti dettagli riguardo al tipo di dispositivo di sicurezza che lei riceverà: l'indirizzo di spedizione, la data di spedizione attesa e il metodo di spedizione. Se il suo dispositivo sostitutivo richiede l'inserimento di un PIN per essere attivato (nel caso di dispositivi Digital Security Card, Gold o Platinum), le saranno fornite istruzioni online su come creare il PIN e completare la sua richiesta. 

 

Informazioni importanti

- Come misura di sicurezza precauzionale, il dispositivo sostitutivo è predisposto per auto-attivarsi poco tempo dopo la data di consegna attesa.  Benché la Carta di sicurezza online non scada fino a dopo la data di consegna, raccomandiamo vivamente di riattivare il suo dispositivo sostitutivo non appena possibile per assicurarsi un accesso ininterrotto al suo conto. Istruzioni sulla riattivazione si trovano sul KB1942.

- Se il suo dispositivo è stato smarrito, danneggiato o rubato o se lei ha chiuso il suo conto senza aver restituito il dispositivo, le sarà addebitata una commissione per coprire il costo del dispositivo stesso. Questa commissione, che varia in funzione del tipo di dispositivo fornito, varia da 20 a 150 USD.

 

如何重新激活永久安全登录设备

安全状态为过渡状态的账户持有人只能在有限时间内(临时码2天;在线安全密码卡21天)获得并重新激活永久设备,这段时间过后如果需要登录便需要联系客户服务获取帮助。如果您在这期间重新拿到了永久设备或者替换设备,您不需要通过客户服务便可以按照下列操作重新激活您的永久设备:

使用临时码或在线安全密码卡登录账户管理。


(如果您的账户管理是菜单位于页面顶部的版本):

1、选择管理账户,安全,再选择安全登录系统菜单选项;

2、选择激活我的新/当前安全登录设备;

3、确认页面上显示的设备序列号与您设备背面的号码相符,再点击激活按钮。如果不相符,请联系客户服务。如果您有多件设备,页面将会显示每份设备的序列号,您需要在点击激活按钮前选好相匹配的号码。

4、之后将提示您输入设备显示的密码,方式与登录时的验证过程相似。输入完毕后,点击提交按钮。如果成功,永久设备便被重新激活,之后每次登录时都需要使用。

(如果您的账户管理是菜单位于页面左侧的版本):

1、选择用户管理,再选择安全登录系统菜单选项;

2、继续按上面的第2步到第4步操作。

 

如何将我的安全设备归还给盈透证券

如果您要向盈透证券归还您的安全登录设备(因损坏、破损、账户整合或关闭),请按下列说明操作:

1、下载并打印安全登录设备归还表格

2、完成表格并与设备一起包装好。 

3、将包裹邮寄到下面适用的地址。

因为您要对设备的归还负责,为保护您的利益,我们强烈建议您在归还时使用加垫的信封和提供追踪号码的运输服务(如UPS、FedEx、DHL或USPS的特快专递)。寄出后请等待3天,以便盈透在您的账户中反映已收到归还的设备。请注意时间可能因运输服务的延迟而不同。

归还并替换需要额外行动

如果归还是为了替换而不是关闭账户,请致电我们的技术支持部门,拨打1-877-442-2757,选择选项2、6,再选择3,通知我们您的设备无法使用,我们会向您提供临时码供您进入账户,直到您收到新的安全登录设备。盈透提供多种设备类型,与每种类型相关的替换说明在下面列出:

 

白金用户:

如果您要归还白金安全登录设备(图1)并需要替换的设备,您需要登录账户管理申请新的设备。鉴于此设备的高度安全性,此步骤必须进行。只有在盈透确认收到了您归还的设备后您才可以申请新设备,因为一次只能有一份设备与您的账户相连。完成申请后,请确保您打印了确认页,上面有您的PIN码和独有的密码供您到时候激活新设备用。

图1

 

Alpine用户:

如果您要归还的是Alpine安全登录设备(图2),请在安全登录设备归还表格问题“您是否需要替换设备?”下回答“是”,盈透将为您安排替换设备。您不需要在网站上进行额外操作。

图2 

 

电子安全卡(DSC)用户:

如果您要归还电子安全卡,并需要替换设备,您需要登录账户管理申请新卡。因为该卡使用PIN功能,此步骤必须进行。请记住您的PIN码,激活过程中需要用到。

 

安全密码卡用户:

此类卡片不需要归还给盈透,可以直接销毁弃用。

 

美国和加拿大客户邮寄地址: 欧洲客户邮寄地址: 亚洲客户邮寄地址: 澳大利亚客户邮寄地址:
Interactive Brokers, LLC.
Attn: Token Return Department
2 Pickwick Plaza
Greenwich, CT 06830
(203) 618-4006

Interactive Brokers (U.K.) LTD.
Attn: Token Return Department
Gotthardstrasse 3
CH-6301 Zug
Switzerland
+41-41-726-9500

盈透证券有限公司(Interactive Brokers, LLC.)
Attn: 安全设备归还(Token Return Department)

香港金钟道88号太古广场第二期1512室(Suite 1512, Two Pacific Place 88 Queensway Admiralty, Hong Kong)

广东话:
+852-2156-7907
普通话:
+86 (21) 6086 8586

Interactive Brokers, LLC.
Attn: Token Return Department
Grosvenor Place, Level 42
225 George Street
Sydney, 2000
+61 (2) 8093-7300

关闭账户

在您归还设备并关闭了账户后,仍可以进入账户管理查看并/或打印活动报表和税表。关闭后,您不需要安全设备,只需要输入用户名和密码便能登录。

 

如有疑问或需要进一步说明,请致电1-203-618-4006联系我们的资深安全专家,或发送电邮到tac@interactivebrokers.com

 
丢失、失窃、损坏或账户关闭后不归还的的安全设备替换费用信息请见KB1861

 

 

How to Request a Replacement Security Device

 The following steps are required to replace a security device which has been lost, stolen or is inoperable:

1. Notify Customer Service - you will need to contact Customer Service to arrange for a replacement device and to obtain interim access.  It's important to note that this service can only be provided via telephone and requires that the identity of the account holder be verified for security purposes. Once verified, you'll be issued a temporary passcode which  operates as static version of the code randomly generated from your permanent device and therefore required to be entered along with your user name and password upon login.

2. Obtain Online Security Code Card - the temporary passcode has a limited life (2 days for full access to Account Management and the trading platform and an additional 10 days for restricted Account Management access) intended to provide access to Account Management in order to transition to an Online Security Code Card. This Card offers enhanced protection, full Account Management functionality (including withdrawals) and provides the ability to re-activate the permanent device without additional Customer Service contact. See KB1873 for step-by-step instructions for obtaining an Online Security Code Card.

3. Request Replacement Device - Upon activating the Online Security Code Card, you will be presented with the following 4 options. Select the option titled 'Request a new Secure Login Device' and click 'Continue'.

You will then be presented with details as to type of replacement device you'll receive, the address to where it will be shipped and its projected shipping date and method. If your replacement device requires the entry of a PIN to activate (i.e. if a Digital Security Card, Digital Security Card+), you will be provided with online instructions to create a PIN and finalize your request. 

 

Important Notes

- As a security precaution, the replacement device is set to auto-activate shortly after its projected delivery date.  While the Online Security Code Card does not expire until after the delivery date as well, we strongly recommend that you re-activate your replacement device upon arrival to ensure uninterrupted account access. Re-activation instructions may be found in KB1942.

- If your device is lost, damaged or stolen or if you close your account and fail to return the device, a charge will be assessed to cover its cost. This charge, which is a function of the device provided, ranges from 20.00 – 150.00 USD.

 

¿Cómo puedo devolver el dispositivo de acceso seguro a Interactive Brokers?

Si por alguna razón necesita devolver su dispositivo de acceso seguro a
Interactive Brokers, por favor, siga las siguientes instrucciones.

1. Descargue e imprima el “Formulario de Devolución de Acceso
Seguro

2. Complete el formulario y haga un paquete con el dispositivo.
3. Envie su paquete a la dirección indicada abajo.

Para su seguridad, se recomienda utilizar una compañía que ofrezca un
número de rastreo (por ejemplo UPS, FedEx, DHL o USPS), ya que
usted será responsable de la devolución del token. Por favor, espere tres días
después
del envío para que su cuenta refleje la recepción por parte de IB del
dispositivo. Por favor, tenga en cuenta que el tiempo de entrega puede variar
debido a los retrasos del operador de carga.

Acción Adicional para Las Devoluciones de Reemplazo
Si se trata de una devolución para reemplazo y no por el cierre de una
cuenta, por favor llame a nuestro equipo de soporte técnico al 1-877-442-
2757, opción 2 y luego opción 6 para que nos notifique de su aparato
defectuoso y le proporcionaremos con un código temporal de seguridad que
le permitira seguir teniendo acceso a su cuenta hasta que reciba su nuevo
dispositivo de acceso seguro.

Para los usuarios de Platino:
Si esta devolviendo un dispositivo seguro de Platino (negro en forma de
una calculadora cuadrada) y requiere un dispositivo de reemplazo tendrá que
ir al Menú Gestión de Cuenta o Account Management, para solicitar un
nuevo dispositivo. Esto es necesario debido a las características de seguridad
de este dispositivo. Sólo se puede solicitar un nuevo
dispositivo después de que IB haya reconocido que ha recibido el
dispositivo devuelto.
Esto se debe ha que un solo dispositivo a la vez puede estar vinculada a su
cuenta. Una vez ordenado, por favor asegúrese de imprimir la página de
confirmación que contiene su número de PIN y la frase de única que se
necesita para activar el nuevo dispositivo.

Para los usuarios de los Alpine:
Si va a devolver un dispositivo de Alpine conexión segura (azul de forma
ovalada) IB reemplaza el dispositivo con base en las respuesta positiva de
"Sí" a las preguntas del questionario de dispositivos STP Formulario Return:
"¿Es necesario un dispositivo de reemplazo?"
No hay medidas adicionales que debe tomar en la página web.
Para preguntas y aclaraciones, por favor póngase en contacto con uno de
nuestros especialistas en seguridad al 1-877-442 2757, opción 2 y luego la
opción 6 o envie un correo electrónico a tac@interactivebrokers.com
Dirección postal para clientes de EE.UU. y Canadá: Dirección postal de
la UE y los clientes asiáticos:

Mailing Address for US & Canadian Client:

 

Interactive Brokers, LLC.
Attn: Token Return Department
2 Pickwick Plaza
Greenwich, CT 06860
Mailing address for EU, & Asian Clients: 

 

Interactive Brokers (U.K.) LTD

Attn: Token Return Department

Gotthardstrasse 3

CH-6301 Zug

Switzerland

 

セキュリティ・ディバイスの返却方法

Overview: 


セキュリティ・ディバイスを返却する場合は、以下の指示に従いご返却ください。

  1. セキュリティ・ディバイス返却フォーム を記入し、印刷。※1
  2. ディバイスを記入済みの返却フォームとともに梱包。 
  3. 以下いずれかの返却先へ返却。

ディバイスの故障・紛失を防ぐため、必ず荷物の追跡サービスが付いている送付方法をご利用ください (例:書留、ゆうパック、宅急便、EMS、UPS、FedEx、DHL、USPS等) 。 万が一紛失してしまった場合は、費用をご負担いただくこととなりますのでご注意ください。アカウントマネジメントのディバイスの返却状況は、ディバイス到着後3日以内に更新されます。なお、発送から到着までの時間は、送付方法により異なりますのでご了解ください。

 ※1 返却フォームの項目: First Name(アルファベット):名/ Last Name(アルファベット):姓/ Account Number:口座番号/ Brief reason for the return:返却理由:こちらのフィールドは日本語でも大丈夫です。(口座解約、バッテリー切れ、故障等)/ Type of device:ディバイスの種類(四角形のものはPlatinum、青い楕円形のものはAlpineになります。)/ Do you need a replacement device?:代替のディバイスをご利用になられますか?

 

代替ディバイスのリクエスト方法
代替ディバイスを申請する場合は、カスタマーサービスへご連絡ください。ご本人確認をしたのち、一時的に口座へ入れるテンポラリーコードを発行いたします。テンポラリーコードの有効期限は2日間です。この有効期間内にアカウントマネジメント内の「セキュアログイン・システム」ページよりオンラインのコード表を印刷し、次のページにてコード表の有効化を行ってください。コード表は、画面上に表示される2組の数字に対応するコードをそれぞれコード表で確認・入力(スペースなし)し、送信することで有効になります。オンラインコードの有効期限は3週間です。

 アカウントマネジメントのメニューが上部に表示されている場合:「口座管理」→「セキュリティ」→「セキュアログイン・システム」

アカウントマネジメントのメニューが左側に表示されている場合:「ユーザー管理」→「セキュアログイン・システム」

 

Platinumディバイスをご利用のお客様:
Platinumディバイス(四角い計算機のようなディバイス) をご利用のお客様で、代替ディバイスのご申請をする場合はアカウントマネジメントより申請を行ってください。高度なディバイスをお使いのお客様は、こちらの作業が必要となります。1つの口座に対し1つのディバイスしか割り当てられないため、代替ディバイスの申請は、必ずディバイスの返却が確認された後に行ってください。ディバイスの返却が確認され、口座資金がPlatinumディバイスの保有対象額以上の場合、メールにてInvitationが送られます。こちらを受け取られましたら、「アカウントマネジメント」へログインし、「セキュアログイン・システム」のページより代替ディバイスの申請を行ってください。申請をした際の確認ページ(Confirmation Page)には、新しいディバイスの有効化に必要なPIN番号およびパスフレーズが記載されております。これらの情報はセキュリティ上、再発行ができないものになりますので、申請時に必ずページを印刷し、新しいディバイスの有効化が完了するまで大切に保管してください。なお、ディバイス返却時に口座資産がPlatinumディバイスの保有対象金額未満だった場合は、口座資産に応じたディバイスが自動的に送付されますのでお手元に届くまでお待ちください。

 

Alpineディバイスをご利用のお客様:
Alpineディバイス (青い楕円形のディバイス) をご利用のお客様は、「セキュリティ・ディバイス返却フォーム」の中で代替ディバイスの申請(“Do you need a replacement device?”)に対し「Yes」を選択してください。こちらを選択されますと、ディバイスの返却が確認され次第、お客様のお口座資金に応じて新しいディバイスを自動的にお送りしますので、この他の申請作業は必要ございません。

この他ご不明な点がございましたら、カスタマーサービスまでお問い合わせください。

 

返却先(日本): 返却先(海外):

〒103-0025

東京都中央区日本橋茅場町3-2-10

鉄鋼会館4階

インタラクティブ・ブローカーズ証券

カスタマーサービス

アジア・ヨーロッパ圏
Interactive Brokers (U.K.) LTD.
Attn: Token Return Department
Gotthardstrasse 3
CH-6301 Zug
Switzerland
 
米国・カナダ
Interactive Brokers, LLC.
Attn: Token Return Department
2 Pickwick Plaza
Greenwich, CT 06830

 

 

 

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.
 
 
 
 
Normal 0 false false false MicrosoftInternetExplorer4

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.).

...Top

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.
 
 

Back to top

 

 

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.

 

Syndicate content