Click on the link below which best describes your situation:
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
c. Ports 4000/4001 are being blocked. These ports are often blocked from public connections such as hotels, cafes, etc. and required to be open to accommodate Inbound/Outbound TCP protocol. In addition, if you have a router connected to your computer, these ports must be open on the router.*
*Please click here to check your connectivity status: IBKR Dedicated Connectivity Test Page.
Click on the link below which best describes your situation:
IMPORTANT NOTE: If you are unable to resolve your account access issue from the information above, please contact your local Client Services 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 Client Services Centers, contact numbers and hours of operations may be found via the following website link: ibkr.com/support
1. Receiving “Invalid user name password combination” message.
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 Client Portal 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 Client Services 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.
2. Receiving “Login failed” message upon entering security device values
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
3. I’ve forgotten 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 account holder’s identity. Requests are to be directed to one of the regional Client Services Center.
4. I’m 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 Client Services 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 Client Portal 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 Client Portal 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 Client Portal and select the menu option to re-activate your security device.
5. My security device has been lost or damaged
In the case of a lost or damaged security device, you will need to contact our Client Services 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 Client Portal access.
6. I’ve been issued a temporary passcode which has expired
The temporary passcode is intended to provide full access to both Client Portal 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 Client Portal for an additional period of 10 days. The Client Portal access, however, is limited solely for the purpose of printing or saving the on-line security card.
If your window of access to Client Portal using the temporary passcode remains, you may print or save the on-line security card through which full access to both Client Portal and the trading platforms is provided for a period of 21 days. If you are unable to log into Client Portal, you will need to contact your regional Client Services Center for assistance.
7. I’ve been issued an online security card which has expired
The on-line security card is intended to provide full access to both Client Portal 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 Client Services Center for assistance and to provide information as to the status of your permanent security device.
8. I’m awaiting delivery of my physical security device and can now no longer log into my account
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 time frame 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.
9. I am able to log into Client Portal with my temporary passcode but not the trading platform.
If your window of access to Client Portal using the temporary passcode remains, you may print or save the on-line security card through which full access to both Client Portal and the trading platforms is provided for a period of 21 days.
If you are unable to log into Client Portal, you will need to contact your regional Client Services Center for assistance.
10. 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 Client Portal 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.
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.).
Corporate environment have usually restrictive firewall rules that may limit or block access to external resources. In order to run the TWS in such environments, you would need to contact your IT / Networking department and have them consider the TWS connectivity requirements described in the section "DESKTOP TWS" of KB2816.
IB maintains a trade order desk within each of its US, European and Asian Customer Service Centers, effectively providing 24 hour support for phone orders. Traders should note that the order desk facilitates closing market orders only and such orders are assessed a Telephone Order fee of USD 30, or equivalent, in addition to all regular commissions. A listing of phone numbers for each of the Service Centers which we recommend you print and maintain in the event you experience an Internet outage may be found here.
For some support related issues, obtaining a screenshot may provide valuable information that will assist us with resolving the issue being experienced. The following page describes two different methods of creating a screenshot.
For traders not using the TWS, the following describes the process of creating a screenshot and attaching it to a web ticket to submit to Client Service.
To provide an image of your full computer screen select and hold down the ‘Ctrl’ key and then the ’Print Screen‘ key (located in the upper right corner of the keyboard).
For an image of a single window within your screen select and hold down the ‘Alt’ key and then the ‘Print Screen’ key
Next, open a text or image editing program such as Microsoft Word to ‘paste’ and save the shot you’ve just created. Once the program has opened select and hold down the 'Ctrl' key and then hit the “V” key. Verify that this is the image you wish to send and then save the document to your computer. Log in to Advisor Portal and select the Message Center from where you can create a new web ticket and attach your document.
Traders using the TWS software can use keyboard combinations to capture snapshots of their screen and upload them to assist with support issues.
To create a snapshot of the TWS screen and upload the log file please use the keyboard combination associated with the type of machine being used;
A window will appear allowing the trader to enter text and check the screenshot box to include an image of the computer screen.
After pressing submit, the following window will appear to acknowledge that the files have been uploaded.