¿Cómo puedo devolver el dispositivo de acceso seguro a Interactive Brokers?
Si por alguna razón necesita devolver su dispositivo de acceso seguro a
Interactive Brokers, por favor, siga las siguientes instrucciones.
1. Descargue e imprima el “Formulario de Devolución de Acceso
Seguro”
2. Complete el formulario y haga un paquete con el dispositivo.
3. Envie su paquete a la dirección indicada abajo.
Para su seguridad, se recomienda utilizar una compañía que ofrezca un
número de rastreo (por ejemplo UPS, FedEx, DHL o USPS), ya que
usted será responsable de la devolución del token. Por favor, espere tres días
después
del envío para que su cuenta refleje la recepción por parte de IB del
dispositivo. Por favor, tenga en cuenta que el tiempo de entrega puede variar
debido a los retrasos del operador de carga.
Acción Adicional para Las Devoluciones de Reemplazo
Si se trata de una devolución para reemplazo y no por el cierre de una
cuenta, por favor llame a nuestro equipo de soporte técnico al 1-877-442-
2757, opción 2 y luego opción 6 para que nos notifique de su aparato
defectuoso y le proporcionaremos con un código temporal de seguridad que
le permitira seguir teniendo acceso a su cuenta hasta que reciba su nuevo
dispositivo de acceso seguro.
Para los usuarios de Platino:
Si esta devolviendo un dispositivo seguro de Platino (negro en forma de
una calculadora cuadrada) y requiere un dispositivo de reemplazo tendrá que
ir al Menú Gestión de Cuenta o Account Management, para solicitar un
nuevo dispositivo. Esto es necesario debido a las características de seguridad
de este dispositivo. Sólo se puede solicitar un nuevo
dispositivo después de que IB haya reconocido que ha recibido el
dispositivo devuelto.
Esto se debe ha que un solo dispositivo a la vez puede estar vinculada a su
cuenta. Una vez ordenado, por favor asegúrese de imprimir la página de
confirmación que contiene su número de PIN y la frase de única que se
necesita para activar el nuevo dispositivo.
Para los usuarios de los Alpine:
Si va a devolver un dispositivo de Alpine conexión segura (azul de forma
ovalada) IB reemplaza el dispositivo con base en las respuesta positiva de
"Sí" a las preguntas del questionario de dispositivos STP Formulario Return:
"¿Es necesario un dispositivo de reemplazo?"
No hay medidas adicionales que debe tomar en la página web.
Para preguntas y aclaraciones, por favor póngase en contacto con uno de
nuestros especialistas en seguridad al 1-877-442 2757, opción 2 y luego la
opción 6 o envie un correo electrónico a tac@interactivebrokers.com
Dirección postal para clientes de EE.UU. y Canadá: Dirección postal de
la UE y los clientes asiáticos:
Mailing Address for US & Canadian Client:
Interactive Brokers, LLC.
|
Mailing address for EU, & Asian Clients:
Interactive Brokers (U.K.) LTD
|
セキュリティ・ディバイスの返却方法
Overview:
セキュリティ・ディバイスを返却する場合は、以下の指示に従いご返却ください。
- セキュリティ・ディバイス返却フォーム を記入し、印刷。※1
- ディバイスを記入済みの返却フォームとともに梱包。
- 以下いずれかの返却先へ返却。
ディバイスの故障・紛失を防ぐため、必ず荷物の追跡サービスが付いている送付方法をご利用ください (例：書留、ゆうパック、宅急便、ＥＭＳ、UPS、FedEx、DHL、USPS等) 。 万が一紛失してしまった場合は、費用をご負担いただくこととなりますのでご注意ください。アカウントマネジメントのディバイスの返却状況は、ディバイス到着後3日以内に更新されます。なお、発送から到着までの時間は、送付方法により異なりますのでご了解ください。
※1 返却フォームの項目： First Name：名/ Last Name：姓/ Account Number：口座番号/ Brief reason for the return：返却理由：故障の場合はBroken device、バッテリー切れの場合はLow Batteryとご記入ください。/ Type of device：ディバイスの種類（四角形のものはPlatinum、青い楕円形のものはAlpineになります。）/ Do you need a replacement device?：代替のディバイスをご利用になられますか？
代替ディバイスのリクエスト方法
代替ディバイスを申請する場合は、カスタマーサービスへご連絡ください。ご本人確認をしたのち、一時的に口座へ入れるテンポラリーコードを発行いたします。テンポラリーコードの有効期限は2日間です。この有効期間内に「アカウントマネジメント」→「ユーザー管理」→「セキュアログインシステム」よりオンラインのコード表を印刷し、次のページにてコード表の有効化を行ってください。コード表は、画面上に表示される2組の数字に対応するコードをそれぞれコード表で確認・入力（スペースなし）し、送信することで有効になります。オンラインコードの有効期限は3週間です。
Platinumディバイスをご利用のお客様:
Platinumディバイス（四角い計算機のようなディバイス） をご利用のお客様で、代替ディバイスのご申請をする場合はアカウントマネジメントより申請を行ってください。高度なディバイスをお使いのお客様は、こちらの作業が必要となります。1つの口座に対し1つのディバイスしか割り当てられないため、代替ディバイスの申請は、必ずディバイスの返却が確認された後に行ってください。申請をした際の確認ページ(Confirmation Page)は印刷し、大切に保管してください。確認ページには新しいディバイスの有効化に必要なPIN番号およびパスフレーズが記載されております。
Alpineディバイスをご利用のお客様:
Alpineディバイス (青い楕円形のディバイス) をご利用のお客様は、「セキュリティ・ディバイス返却フォーム」の中で代替ディバイスの申請（“Do you need a replacement device?”）に対し「Yes」を選択してください。こちらを選択されますと、ディバイスの返却が確認され次第、自動的に新しいディバイスをお送りしますので、この他の申請作業は必要ございません。
この他ご不明な点がございましたら、カスタマーサービスまでお問い合わせください。
| 返却先（日本）: | 返却先（海外）: |
|
〒103-0025 東京都中央区日本橋茅場町3-2-10 鉄鋼会館4階 インタラクティブ・ブローカーズ証券 カスタマーサービス |
アジア・ヨーロッパ圏
Interactive Brokers (U.K.) LTD. Attn: Token Return Department
Gotthardstrasse 3
CH-6301 Zug
Switzerland
米国・カナダ
Interactive Brokers, LLC.
Attn: Token Return Department
2 Pickwick Plaza
Greenwich, CT 06830
|
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.).
Use cases where assistance with system access is required
Overview:
Please click on the use case below which best describes your login issue for guidance as to how to proceed:
I. No Access to Account Management or TWS
1. I forgot my User Name and/or password
2. I am temporarily without possession of my security device
3. My security device is lost or damaged
4. My temporary passcode has expired
5. My on-line security card has expired
II. Partial Access (Account Management only)
1. I am able to log into Account Management with my temporary passcode but not the trading platform
III. Full Access to both Account Management and TWS
1. I am in possession of my security device and wish to activate it.
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 caller’s identity. Click here for a list of IB’s regional Customer Service center contact numbers.
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.
This temporary passcode is a static alpha-numeric code which replaces the random code supplied by your security device and which will provide full access to both 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.
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.
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.
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.
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.
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.
How to change the PIN on a STP device
Account holders who have been issued a Gold or Platinum level security device for accessing their account are required to enter a 4-digit Personal Identification Number (PIN) as an additional security measure prior to entering the Challenge code. The following steps are required in order to change the PIN:
1. Select the 'ON' button
2. Enter current PIN.
3. Once the CHALLNG? prompt is displayed, select the 'PIN' button.
4. Once the NEW PIN prompt is displayed, enter the new PIN.
5. Once the AGAIN prompt is displayed, re-enter the new PIN to confirm.
6. If the new 4-digit PIN was re-entered successfully, a SUCCESS message will appear and the new PIN will be in effect.
How do I return my secure login device to Interactive Brokers ?
In the event you need to return your secure login device to Interactive Brokers (due to damage, breakage, account conconsolidation or closing purposes), please follow the instructions below:
- Download and print the Secure Login Device Return Form.
- Complete the form and package it with your device.
- Mail your package to the applicable address below.
For your protection, we strongly recommend using a carrier that provides a tracking number (e.g., UPS, FedEx, DHL, or USPS) since you will be held liable for the token's return. Please allow 3 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 technical support team at 1-877-442-2757, option 2 and then 6 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 login device. IB offers multiple device types, and the replacement considerations associated with each are outlined below:
For Platinum Users:
If you are returning a Platinum secure login device (Exhibit 1) and require a replacement device, you will need to log in to Account Management to request a new device. This is necessary due to the enhanced security features of this device. You can only request a new device after IB has acknowledged receipt of the returned device as only one device at a time can be linked to your account. Once ordered, please ensure you print the confirmation page which contains your PIN number and the unique pass phrase that will be needed to activate your new device.
Exhibit 1
For Alpine Users:
If you are returning an Alpine secure login device (Exhibit 2) IB will replace the device based on your positive response of “Yes” on the STP Device Return Form question: “Do you need a replacement device?” There is no additional action to be taken on the website.
Exhibit 2
.gif)
For Digital Security Card (DSC) Users:
If you are returning a Digital security card, and require a replacement device, you will need to log into Account Management and request a new card. This is necessary due to the PIN feature of this card. Please remember your PIN as you will need it during the activation process.
For Security Code Card Users:
These types of cards do not need to be returned to IB and can be shredded and discarded.
.gif)
| Mailing address for US & Canadian Clients: | Mailing address for EU & Asian clients: |
|
Interactive Brokers, LLC.
Attn: Token Return Department
2 Pickwick Plaza
Greenwich, CT 06830
(203) 618-4006
|
Interactive Brokers (U.K.) LTD. Attn: Token Return Department
Gotthardstrasse 3
CH-6301 Zug
Switzerland
+41-41-726-9500
|
Account Closing
Access to Account Management for the purpose of reviewing and/or printing activity statments and any tax forms is provided following the return of your device and closing of your account. Once closed, you will be able to login without the security device and will only need your existing user name and password .
For further questions or clarification, please contact one of our experienced security specialists at 1-203-618-4006, or send an email to tac@interactivebrokers.com
.bmp){kind=small}
For information regarding replacement fees for security devices which are either lost, stolen, damaged or not returned upon account closing, please refer to KB1861.
Links:
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. Passcodes have a lifespan of 2 days from the date of issuance, providing sufficient to log into Account Management and print out an on-line security card. The on-line security card, in turn, 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.
