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 card (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 Alpine Users:
These types of devices (Exhibit 3) do not need to be returned to IB and can be discarded.  Alpine 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 Security Code Card as shown below in Exhibit 5 (see here for directions.)

 

Exhibit 3

Alpine Device

 

For Digital Security Card (DSC) Users:
These types of devices (Exhibit 4) 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, you will need to log into Account Management and request a new Security Code Card as shown below in Exhibit 5 (see here for directions.)

Exhibit 4

Digital Security Card

For Security Code Card Users:
These types of devices (Exhibit 5) do not need to be returned to IB and can be shredded and discarded. If you require a replacement card, you will need to log into Account Management and request a new card (see here for directions.)

Exhibit 5

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 the Manage Account, Security and then Change Email Address menu options. If your account is not enrolled in the Secure Transaction Program, an additional verification step will take place consisting of telephone confirmation of your change request. To complete this verification step you will need to contact our Customer Service center directly via telephone.

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 Manage Account > Security > Change Password menu option. 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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