3. I forgot my user name and/or password

4. Receiving consecutive “Log in progress (attempt #N)” messages

5. I’m temporarily away from my security device

6. My security device has been lost or damaged

7. My temporary passcode has expired

8. My online security code card has expired

9. I’m awaiting delivery of my physical security device and can now no longer log into my account

10. I am able to log into Client Portal with my temporary passcode but not the trading platform

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

 

 

 

 

a. Confirm whether your account has been approved. Accounts which have not been approved or which have been approved after the daily cut-off time are provided access solely to Client Portal and not the trading platform (access will be provided next day if approved after daily cut-off time)

 

b. Confirm whether your account remains open. Accounts which have been closed, either by customer action or by IBKR due to no balance, no longer have access to the trading platform but continue to have access to Client Portal in order to obtain activity and tax statements. Access to Client Portal is provided using the same User Name and password combination which existed when the account was open and do not require the use of the security device.

 

c. If you are attempting to log into your paper trading account, make sure that you are not using the user name and password combination from your live account. This combination is possible only if paper account is selected in the drop down menu of the login window.

 

 

 

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

 

 

 

 

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.

 

 

 

 

a. Confirm that your Internet connection is active (test by accessing another website). If you are unable to establish an Internet connection you will need to contact your Internet Service Provider for assistance.

 

b. Confirm whether you are operating under a firewall which is blocking the TWS connection. If so, the firewall would need to be re-configured in order to provide access.* 

 

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.

 

 

 

 

If you are temporarily without possession of your security device, interim access may be provided by contacting your regional Client Services 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 longer period of permanent device replacement 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 online security code card which will operate as a replacement to your security device for up to 3 weeks.  

 

After the expiration of the temporary passcode or online security code 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.

 

 

 

 

In the case of a lost or damaged security device, you will need to contact our Client Services to arrange for a replacement and to provide for interim access. As the time frame for shipping a replacement device may range from 3 to 14 days depending upon your country of residence, interim access is provided via an online security code card. This card may be retrieved for printing or saving as an image to your computer once a temporary passcode has been provided for Client Portal access.

 

 

 

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 online security code card.  

 

If your window of access to Client Portal using the temporary passcode remains, you may print or save the online security code 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 for assistance.

 

The online security code 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 online security code card, you will need to contact your regional Client Services for assistance and to provide information as to the status of your permanent security device.

 

 

 

 

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 Center from one of the numbers listed on ibkr.com/support.

 

 

 

If your window of access to Client Portal using the temporary passcode remains, you may print or save the online security code 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 for assistance.

 

 

 

 

You have received your new two-factor security device. Detailed instructions on its activation are in the envelope in which the device came. Alternatively, the card will auto-activate in 2-3 weeks, depending on your geographical location.