¿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
|
Securities Account Protection for Interactive Brokers India Customers
Customer accounts domiciled under Interactive Brokers India Pvt. Limited,(IBI) are awarded different account protection services than our IB-LLC and IB-UK clients. There are two major exchanges, the National Stock Exchange of India (NSE) and the Bombay Stock Exchange (BSE), each one has established their own guidelines for investor grievances against exchange members and/or sub –brokers.
National Stock Exchange of India (NSE)
The NSE has established an Investor Protection Fund with the objective of compensating investors in the event of defaulters' assets not being sufficient to meet the admitted claims of investors, promoting investor education, awareness and research. The Investor Protection Fund is administered by way of registered Trust created for the purpose. The Investor Protection Fund Trust is managed by Trustees comprising of Public representative, investor association representative, Board Members and Senior officials of the Exchange.
The Investor Protection Fund Trust, based on the recommendations of the Defaulters' Committee, compensates the investors to the extent of funds found insufficient in Defaulters' account to meet the admitted value of claim, subject to a maximum limit of Rs. 11 lakhs (1.1 million USD) per investor per defaulter/expelled member.
Bombay Stock Exchange (BSE)
Currently trading is not offered on the BSE by Interactive Brokers.
Security considerations following SLS opt out
Account holders who have elected to opt out of IB's Secure Login System (SLS), and effectively relinquish the protections afforded by two factor authentication, are strongly encouraged to familiarize themselves with and utilize alternative best practice security measures, a number of which are discussed below.
It's imporatnt to note that while none of these measures, on either an individual or collective basis, is deemed equivalent to the SLS in terms of protection and, in fact, are recommended as complementary measures, opting out of SLS serves to increase their relevance.
IP Restrictions:
One way to add protection or a level of security to your IB Trading account while not utilizing a Secure Login Device would be to setup IP restrictions. By selecting this setting through Account Management you're telling Interactive Brokers that you only want access to your trading account(s) from a specified IP address, or a range of IP addresses. In addition, should you have multiple authorized traders for a given account, these restrictions can be set at the individual trader level.
To implement IP restrictions you will need to log into Account Management using your security device and click on the Account Administration and then IP Restrictions menu options which will take you to the "Manage IP Address Restrictions" screen. From there click on the Add IP Address Restriction link, select the trader user name from the drop-down list, enter the IP address from which you connect (xx.xx.xx.xx.xx.xx) and click on the Submit button. Note that any updates do not take effect immediately but rather the following business day.
To find the IP address of your PC please follow the below steps. (Please note that the below will only give you the local PC address. If you are using any type of router in your home network please make sure you use your WAN IP address. Any IP address that starts with 192.XXX.XXX.XXX is most likely your LAN IP, and not your WAN IP. You can find your WAN IP by calling your ISP and asking them for it.)
- Click on the Start button in the lower left hand corner f your screen;
- Click on Run;
- Type “cmd” in the Run box and then click enter on your keyboard. An MS DOS Window will open
- Type “ipconfig” into the MS DOS Window and then click enter on your keyboard. Your IP address will be displayed.
Important Notes:
The IP restriction feature is only intended where the IP address is static, or remains constant. In certain instances your computer’s IP address may be assigned automatically and in a dynamic or changing manner by your network administrator or Internet Service Provider. IB recommends that you confirm that your address is static prior to using this restriction feature.
While the use of the IP restriction feature will restrict access to the IP address(es) you specify, you must be aware it isn't 100% full proof against very advanced electronic thieves who know how to spoof, and or mask an IP Address. it should be noted that this feature alone will not necessarily prevent unauthorized access by any hacker having your user name and password along with the ability to ‘spoof’ your IP address.
Securing Your Network:
- Use a firewall making sure ports 4000 and 4001 are open for TWS access.
- Never use a wireless session (WI-FI) which is unsecured or not operated by you. If the use of a unsecured network (e.g. public Wi-Fi hotspot) becomes necessary, do not log into any financial institution account you may have including your IB account.
- When logging into the TWS, check the “Use SSL” box on the login screen. By using SSL, or Secure Socket Layer, all information passed to and from your computer is protected using 128-bit encryption. Note, however, that checking this box may cause you to experience minor performance impacts depending on the capabilities of your PC.
- Use antivirus software to identify and eliminate viruses you may have downloaded to your computer accidentally. As new viruses are constantly being created, you need to update your antivirus software regularly.
- Use anti-spyware software to detect and remove spyware programs which can collect various types of personal information, monitor your browsing activity and interfere with the control of your computer.
If you have any other questions please feel free to contact IB's Technical Support center.
Tips for selecting your security questions and answers
The security questions represent just one component of the security framework which IB has put into place to protect your account. We offer the following simple tips for selecting your security questions and answers in order to make the most effective use of this security measure:
1. Choose questions having answers that you can remember in the future and answer consistently.
2. Use one-word answers whenever possible.
3. Be careful with spaces. If you use "San Diego" as an answer to one of your security questions, the system will reject "SanDiego."
4. Avoid using quirky or nonsensical answers as they'll likely to be difficult to remember later.
5. Select a question which cannot be easily guessed or researched, has many possible answers and where the probability of guessing the correct answer is low.
6. Select a question for which the answer is unlikely to be known by others such as a family member, close friend, relative, ex-spouse, or significant other.
7. Choose a question having an answer which is stable and not likely to change over time.
What is the purpose of the security questions?
IB requires applicants to select and provide answers to three security questions each selected from a separate pool of questions having varying degrees of complexity. In the event we receive a telephone inquiry involving sensitive information, prior to acknowledging or discussing any account specific information with the caller we will first look to verify that caller's identity. This is accomplished through a multi-tier security process, one tier which requires that the caller answer a randomly selected security question. The caller must provide an answer to the security question which exactly matches the answer we have on file. Otherwise, the request for information will be denied and a potential lock-down placed upon the account.
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.).
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
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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.
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| 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
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Interactive Brokers (U.K.) LTD. Attn: Token Return Department
Gotthardstrasse 3
CH-6301 Zug
Switzerland
+41-41-726-9500
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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
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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:
