Troubleshooting Trading Platform Login Failures
Click on the link below which best describes your situation:
10. I am able to log into Account Management with my temporary passcode but not the trading platform
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 Account Management and not the trading platform (access will be provided next day if approved after daily cut-off time)
b. Confirm whether your account has been funded with the deposit minimum of USD 10,000, or equivalent. Accounts which have not been funded at this level are provided access solely to Account Management and not the trading platform.
c. Confirm whether your account remains open. Accounts which have been closed, either by customer action or by IB due to no balance, no longer have access to the trading platform but continue to have access to Account Management in order to obtain activity and tax statements. Access to Acount Management 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.
d. 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.
a. If operating with a temporary passcode, note that alpha characters are case sensitive and are required to be input in upper case format
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.
b. 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.
c. 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.
d. 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.
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.
10. I am able to log into Account Management with my temporary passcode but not the trading platform
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.
Troubleshooting Account Management Login Failures
Click on the link below which best describes your situation:
- Receiving “Invalid user name password combination” message
- Receiving “Invalid passcode” message
- I’ve forgotten my user name and/or password
- I’m temporarily without possession of my security device
- My security device has been lost or damaged
- I’ve been issued a temporary passcode which has expired
- I’ve been issued an online security card which has expired
- I’m awaiting delivery of my physical security device and can now no longer log into my account
- I am able to log into Account Management with my temporary passcode but not the trading platform
- I am in possession of my security device and wish to activate it
- Receiving “BAD CHARACTER” message after entering my user name
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.
a. If operating with a temporary passcode, note that alpha characters are case sensitive and are required to be input in upper case format
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.
9. I am able to log into Account Management with my temporary passcode but not the trading platform.
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.).
Technical FAQs - TWS
Can I run TWS on my system?
To ensure that you have an adequate Internet connection and proper system requirements to run TWS, we recommend that you first run the demo system.
How do I install TWS?
Find download instructions and the necessary files on the Installation Instructions page.
What are the minimum system requirements to run TWS?
Minimum and recommended systems requirements for both Windows and operating systems may be found by clicking here.
Should I use the standalone or browser-based TWS?
If you have a slower computer or Internet connection, we recommend that you use the standalone version of TWS. If you use the browser-based version, you can access TWS from any internet PC. The standalone version can only be accessed from the PC on which you installed the application. Otherwise, both require that you install the latest Java Runtime Environment and both function the same way.
How do I install/upgrade the Java plugin?
Go to the Java Upgrade Instructions page and scroll down to either the Windows or Mac operating system section. Follow instructions for upgrading the Java plugin. Note that if you want to upgrade to a newer Java version, you must first remove the existing plugin and then reinstall the upgraded version. Video instructions for installing the Java Runtime Environment for the Windows operating system can be found by clicking here.
What is a beta release, and how can I use it?
The beta release is a pre-production version of an upcoming release that allows you to actively trade while you test new features. You must deliberately elect to use the beta when you log in and should be aware that you do so at your own risk. Since the beta is under construction until production release, we welcome your input on its performance. The beta will be promoted to production after it has been tested both in-house and externally over a specified time period.
How do I know what changes are in a new release?
The login page includes links to both the beta and production release notes. These notes briefly describe new features and problems that have been fixed.
How will I know when a new TWS version has been released?
If you are running the standalone version, the update wizard will automatically check for TWS updates each time you log in to your PC. You can also manually check for updates from the Start menu by selecting Programs and then Startup and clicking Check for TWS Updates. Customers running the browser-based version will always get the most recent production release when they log in.
How do I reinstall TWS?
First, uninstall TWS by going to add/remove programs and removing TWS. You can then reinstall TWS from the TWS Software page.
Why isn't my username recognized?
You will receive this message for one of the following reasons:
- You are not entering the proper username (check to be sure the Caps Lock key isn't on)
- Your account has not been set up yet
- You've entered your password incorrectly more than 10 times
Where can I find more information on using TWS?
Instant help resources include the TWS Release Notes, TWS User's Guide, and the online tutorials. If you still cannot find an answer to your question, contact Customer Service.
Who do I contact for help?
IB has two distinct departments that handle specific types of TWS questions.Customer service deals with everything involving trading, accounts, funding and execution. See the Customer Service page on the IB website for contact details.The Technical Assistance Center (TAC) can help you with issues concerning your connection to IB and problems with the software involved. To help you more quickly, please:
- Call while you are experiencing the problem
- Have your computer turned on and ready to troubleshoot
- Have your account information ready
You can also email us at tac@interactivebrokers.com. Please include the following information:
- Your username and account number
- A detailed summary of the problem
- A timeframe of when the problem occurred or occurs.
- Detailed system specifications if possible, including:
* the Windows version you are using
* the version of Internet Explorer or Netscape (include cipher strength)
* the brand names of any Network Interface Cards installed in the computer
* your processor generation and speed
* the amount of memory installed in your computer
* the type of Internet connection you are using
* any other troubleshooting you have done on your own or with our staff
How can I close my open positions in the event my Internet connection is disrupted?
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.
How, under the Windows operating system, do I create a screen shot to send to IB?
Manual Screenshot
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 into Account Management and select the Message Center from where you can create a new web ticket and attach your document.
TWS Screenshot / Log File
Traders using the TWS software can use the keyboard combination Ctrl + Alt + H to create a snapshot of their TWS screen and upload their log file for the current day.
A window will appear allowing the trader to enter text and check the screenshot box to include an image of the computer screen.
.jpg)
After pressing submit, the following window will appear to acknowledge that the files have been uploaded.
Notes:
- Customer service does not monitor these uploads during the day so be sure to communicate with the customer service desk prior to uploading files relating to a current issue.
- Traders behind a firewall or proxy may be unable to upload log files and screenshots using the TWS method.
