I am not receiving IBKR Mobile notifications

Overview: 

What is a notification?

A push notification is a brief message which is sent ("pushed") from a back-end server to your device over the Internet. Apps developers use those attention-grabbing messages to quickly and effectively reach the recipients, even if they are not currently engaging with their application. Notifications can deliver information to users or advise them of a specific action they are invited or required to perform.

Background: 

Does the IBKR Mobile app use notifications?

The IBKR Mobile application uses notifications to deliver alerts and other information, as well as for the needs of the 2-Factor authentication. In this last case, the user is invited to tap on the notification - this will automatically call the IBKR Mobile app, through which the authentication process needs to be completed.

 

What are the prerequisites for receiving IBKR Mobile notifications?

In order to receive the IBKR Mobile notifications the following requirements have to be met:

  • The IBKR Mobile app must be installed on your device
  • Your device must be connected to the Internet (through WiFi or through a mobile data connection, such as EDGE / 3G / 4G / LTE). If you are located in China, please check additionaly Note a. on this topic
  • If you are aiming to receive the Seamless Login notifications, the authentication module of the IBKR Mobile app has to be active. For details please see KB2260

 

I do not receive IBKR Mobile notifications. What can I do?

If you met the prerequisites listed above but you still have troubles receiving IBKR Mobile push notifications, please perform the additional checks listed below.

 
1. Ensure you are not actually just missing or overlooking the notifications
Certain device configurations may cause the notifications to hide quickly or not to be shown when the device screen is locked. Please bear in mind that you can, at any time, access your unread notifications history, usually by swiping your finger down from the top edge of your screen.
 
2. Ensure your phone is not currently in "Airplane", "Flight" or "Do not disturb" mode
The "Airplane"(also called "Flight") mode cuts off all the device connections, preventing the device from interfering with plane instruments during a flight. Usually, when this mode is active, a small airplane icon is displayed in the top bar of your device's screen.
The "Do not disturb" mode is used to cut off calls, alerts and notifications when the device owner does not want to be disturbed. Usually, when this mode is active, a half moon or a stop icon is displayed in the top bar of your screen.
The easiest way is to disable those modes is from the quick settings panel, which can be opened by swiping the finger up from the bottom of your screen on Apple iOS devices (Figure 1) or by swiping your finger down from the top of your screen on Android devices (Figure 2)
Figure 1                                                                            Figure 2
    
Note: On Android devices, the position and name of the items may vary according to the device vendor and software version.
 
3. Make sure the notifications are enabled for the IBKR Mobile app
When you installed the IBKR Mobile app on your device, the system prompted you to allow the notifications for the app itself. If at that time you denied that access, you would now need to manually enable the notifications from your smartphone settings. Should you need additional guidance for this procedure, please see KB3236.
 
4. Check whether the power saving mode of the phone is not preventing notifications
Conservative power mode settings usually lower battery consumption by limiting or disabling background app communication and refresh. This often prevents as well notifications from being delivered to your device. You can check the power scheme currently in use on your smartphone as follows, according to your device Operating System:

Click here if you want to skip those instructions and jump directly to the next item - point 5.

 

Apple iOS

If the Power Saving Mode is on, the battery indicator on the top right of your Desktop will show the charge level in yellow
 Figure 3
You can switch off the Power Saving by swiping the finger up from the bottom of your screen and tap the battery icon in the Control Center (Figure 4)
Figure 4
 
 
If the battery icon is not present there, you can toggle the switch Low Power Mode from the Settings of your phone, section Battery (Figure 5, 6, 7)
  Figure 5                                             Figure 6                                     Figure 7
  

 

Android

If Battery Saver is on, the top and bottom bars of your device Desktop will have an orange background and the battery icon will contain a "+" sign.
 Figure 8
 
The easiest way to disable the function is from the Quick Settings panel, which you can open by swiping your finger down from the top of your screen. You can then tap the battery icon (Figure 9)
 Figure 9
 
If the battery icon is not present within the Quick Settings panel, you can tap the Settings icon from the screen and tap on Battery. There you can toggle the Battery saver switch (Figures 10, 11, 12)
 Figure 10                                     Figure 11                                                 Figure 12
  

Note: The position and name of the items may vary according to the device vendor and software version.

5. Check whether your mobile Internet connection has enough speed and stability 
Look at the top bar of your device's screen and check whether the Wi-Fi or the carrier data (EDGE / 3G / 4G / LTE) signal reception is enough strong and stable for receiving data. You can perform a quick test by opening a website through the phone web browser and perform a web search or visit ibkr.com
 
6. Ensure your device is not jailbroken/rooted
A jailbroken / rooted device allows the installation of apps and tweaks not authorized by the software and/or hardware vendor. This is achieved by obtaining a complete (root) access to the device's Operating System and removing the security measures and restriction originally built-in. This operation invalidate the device warranty, can compromise or make completely unusable certain functionalities and severely lowers the overall security of the device.
For those reasons, on a jailbroken / rooted device we can not guarantee the IBKR Mobile app will remain in a fully operational state. The whole app or some of its features (especially the authentication module and related notifications) may not function as expected.
 
7. Force a sync between the IBKR Mobile app and the back-end systems
If you went through all the above steps and still do not receive the IBKR Mobile notifications on your device, we recommend that you perform a one time login to the Account Management using the manual challenge/response authentication method. This operation will re-align the app parameters with our back-end systems and should trigger the seamless authentication method to be reinstated for the future login attempts. Please proceed as follows:

a. On www.ibkr.com click on Log in --> Account Management

b. Enter your credentials and click on Login

c. Should you have multiple SLS devices active, select "IB Key" from the device drop-down

d. If you see a note stating that a message has been sent to your phone, click the link "Click here if you did not receive the message" and the system will show you a 6 digits Challenge number

e. On your mobile device, open the IBKR Mobile app, then tap Authenticate  (should you not see the button Authenticate, tap first on the link Services on the top left of the screen)

f. Enter the Challenge number you obtained at point d. in the Challenge field and tap Generate Response. Once you have provided your security element (PIN, FaceID, Passcode) you will receive a 8 digits Response String

g. On the Account Management login screen, enter now the Response String you obtained at point f.

h. If the code has been accepted, you will be logged in to the Account Management.

i. Logout from the Account Management and try to log in again. This time you should receive the notification on your mobile device.
 

If you still do not receive the IBKR Mobile notifications after having checked all the above points from 1. to 7. please contact IB Client Services at your earliest convenience for further troubleshooting.

 

Notes
a. The access to Google services is blocked within China. Because of this restriction, notifications are usually not delivered on Android devices used within that Country. IB has no possibility of intervention or control over this limitation.

 

 References:
  • See KB2260 for instruction on how to activate and operate IBKR Mobile Authentication
  • See KB3236 for instructions on how to enable notifications for the IBKR Mobile app
  • See KB2748 for information about IBKR Mobile Authentication recovery