How to send documents to IB using your smartphone

Overview: 

Interactive Brokers allows you to send us a copy of a document even if you do not currently have access to a scanner. You can take a picture of the requested document with your smartphone.

Below you will find the instructions on how to take a picture and send it to IB per email with the fllowing smartphone operating systems:

iOS (iPhone)

Android (i.e. Samsung Galaxy, HTC One X, Sony Xperia, Motorola Droid)

Windows Phone (i.e. Nokia Lumia, HTC Titan, Samsung Focus)

 If you already know how to do so, please consult the instructions about the information you will need to send us aside from the document picture. Click HERE - Where to send the email to and what to include in the subject.

iOS
1. Press the power button to turn your iPhone screen on. Tap, hold and slide upwards the
Camera icon on the bottom right of your screen then drag it upwards to access the Camera.

slide up from the lock screen to take a picture

- If you do not have the Camera icon, you may access the Camera app from the home screen
of your iPhone.
2. Place your iPhone above the document and take the desired portion or page of the document
and tap on the Camera button (designated with 1 on the below illustration - Fig. 3) to take a
photo. Then you need to access the picture - tap the image in the lower left-hand corner (number 2 in the
illustration)

Tap here to take a picture

3. Exit to the home screen by pressing the round Home button on the face of the iPhone.
4. Open the Photos app
5. Next, tap the album ‘Camera Roll’. Make sure that the picture is clear and the document
is well legible, if it isn’t, please repeat the previous two steps.
6. Touch once the picture to make the menus appear and tap the share icon
designated with 1 in the illustration below.

Share button iOS

5. Select the first option - Email Photo. Please consult the following instructions for the next step - what address you should send the picture to and what else to include aside from the document, HERE.
Note: to send emails your phone has to be configured for that. Please contact your email
provider if you are not familiar with this procedure.


Android
1. Open your applications list and start the camera app. Depending on your phone model, make or setup it might be called differently.
2. Place your phone over the document and take the desired portion or page of the document and
tap the icon for the camera. (The generic button will look like the one shown below.)

Tap to take a picture
3. Press the Home key to go back to the idle screen. Go back to the apps list and start the Gallery
application. On some phones it may be called Pictures or Photos.
4. Open the album called Camera or All pictures. The last image in either of those should be the
document you just took a picture of. Tap the screen once to bring up the buttons and tap the share
icon, which generically should look as shown below.

Share on Android
5. In the sharing menu that will be displayed now tap on Email. Please consult the following instructions for the next step - what address you should send the picture to and what else to include aside from the document, HERE.
Note: to send emails your phone has to be configured for that. Please contact your email
provider if you are not familiar with this procedure.

Send per email

 

Windows Phone
1. Press the camera button in the Desktop menu of Windows phone. (If you do
not see the camera in the desktop menu, please scroll to the right and choose
camera in the listed applications)
2. Take a picture by pressing the trigger button on the side of the phone.
3. Open the picture by scrolling to the left and press the ‘...’ menu item
at the bottom task bar to see the available options.
4. Please choose send and the configured Email account you would like to use.
5. In the upcoming email, please add the destination email address, the
subject and the text you would like to send and press the ‘Send email’ button in
the bottom menu. Please consult the following instructions for the next step - what address you should send the picture to and what else to include aside from the document, HERE.
Note: to send emails your phone has to be configured for that. Please contact your email
provider if you are not familiar with this procedure.


WHERE TO SEND THE EMAIL AND WHAT TO INCLUDE IN THE SUBJECT
The email has to be created observing the below instructions:
1. In the ‘To:’ field type...
a. newaccounts@interactivebrokers.com if your you are a resident of a non-European country
b. newaccounts.uk@interactivebrokers.co.uk if you are a European resident
2. The subject field must contain all of the below:
a. Your account number (it usually has the format Uxxxxxxx, where x are numbers) or your
username
b. The purpose of sending the document. Please use the below convention:
i. PoRes for a proof of residential address
ii. PID for a proof of identity

How to request a Digital Security Card+ (DSC+) replacement

The following steps are required in order to replace a Digital Security Card+ which has been lost, stolen or became inoperable

1. Notify IB Client Services - Contact IB Client Services to obtain a temporary account access (Temporary Code). This service can only be provided via telephone and requires the identity of the account holder to be verified, as detailed in KB70

2. Obtain an Online Security Code Card - Activate an Online Security Code Card, which offers enhanced protection and full Account Management functionality for an extended period of 21 days. Please consult KB1873 should you need guidance for this specific step

3. Request the DSC+ replacement - Once you have completed the Online Security Code Card activation, please remain in the Secure Login System section of your Account Management and order your replacement DSC+ as follows

4. Click on the button Request Physical Device

5. The shipping address will be shown in the device information screen. If your address is outdated or invalid, you can amend it by clicking on Change Address and following the on-screen instructions. If you do not need to update your address, please proceed to step 6.

6. Enter a four-digit numeric  Soft PIN1 for your DSC+. Please make sure to remember the PIN you are typing since it will be necessary to activate and to operate your device. When applicable and desired, you may change the account on which the 20 USD deposit will be kept on hold2.  Click then on Continue

7. The system will show you a summary of your order. Please make sure of the correctness of all the information displayed. Should you need to perform changes, click on the button Back, otherwise submit the request by clicking on Continue

8. You will receive a final confirmation containing the estimated shipment date3. Click on Ok to finalize the procedure

 


Notes

1. For PIN guidelines, please consult KB2269

2. The Security token and the shipment are both free of charge. Nevertheless, when you order your device, we will freeze a small amount of your funds (20 USD).  If your device is lost, intentionally damaged, stolen or if you close your account without returning it to IB, we will use that amount as a compensation for the loss of the hardware. In any other case, the hold will be released once youre device has been returned to IB. More details on KB1861

3. For security reasons, the replacement device is set to auto-activate within three weeks from the shipment date. IB will notify you when the auto-activation is approaching and when it is imminent.

 

References
  • See KB1131 for an overview of the Secure Login System
  • See KB2636 for information and procedures related to Security Devices
  • See KB2481 for instructions about sharing the Security Login Device between two or more users
  • See KB2545 for instructions on how to opt back in to the Secure Login System
  • See KB975 for instructions on how to return your security device to IB
  • See KB2260 for instructions on activating the IB Key authentication via IBKR Mobile
  • See KB2895 for information about Multiple 2Factor System (M2FS)
  • See KB1861 for information about charges or expenses associated with the security devices
  • See KB69 for information about Temporary passcode validity

 

Security Device Replacement Charge

Account holders logging into their account via IB's Secure Login System are issued a security device, which provides an additional layer of protection to that afforded by the user name and password, and which is intended to prevent on-line hackers and other unauthorized individuals from accessing their account. While IB does not charge any fee for the use of the device, certain versions require that the account holder return the device upon account closing or incur a replacement fee.  Existing account holders are also subject to this replacement fee in the event their device is lost, stolen or damaged (note that there is no fee to replace a device returned as a result of battery failure). 

In addition, while IB does not assess a replacement fee unless a determination has been made that the device has been lost, stolen, damaged or not returned, a reserve equal to the fee will placed upon the account upon issuance of the device to secure its return.  This reserve will have no effect upon the equity of the account available for trading, but will act as limit to full withdrawals or transfers until such time the device is returned (i.e., cannot withdraw the reserve balance).

Outlined below are the replacement fee associated with each device.

SECURITY DEVICE REPLACEMENT FEE
Security Code Card $0.001
Digital Security Card    $0.002
Digital Security Card + $20.00 
Gold Device $0.002
Platinum Device $0.002

For instructions regarding the return of security devices, please see KB975

 

1 The Security Code Card is not required to be returned upon account closing and may be destroyed and discarded once remaining funds have been returned and the account has been fully closed. Access to Account Management after closure for purposes of viewing and retrieving activity statements and tax documents is maintained using solely the existing user name and password combination.

2 IB is no longer issuing a replacement for this Security Device. Account holders using this device are encouraged to log into Account Management and request a replacement device. Please see here for directions.

¿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.
Attn: Token Return Department
2 Pickwick Plaza
Greenwich, CT 06860
Mailing address for EU, & Asian Clients: 

 

Interactive Brokers (U.K.) LTD

Attn: Token Return Department

Gotthardstrasse 3

CH-6301 Zug

Switzerland

 

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

Overview: 

Account holders who have elected to opt out of IBKR's Secure Login System (SLS) effectively relinquish the protections afforded by Two-Factor Authentication. They are strongly encouraged to utilize alternative security measures, with one of those being the IP Restrictions. By selecting this setting through Client Portal, you're telling Interactive Brokers that you only want access to your trading platforms from a specified IP address. In addition, should you have multiple authorized traders for a given account, these restrictions can be set at the individual trader level by the master user of the account. 

 

Preliminary checklist:

Before setting up the IP Restrictions, you will need to:

  • Know your WAN IP Address. That is the IP address exposed on the external (Internet) side of your network and it is different from your local IP address (called as well LAN IP address). If you trade from a company office, you can ask your IT or Networking department for the WAN IP address of your computer. If you connect to the Internet through a private broadband/cable/satellite connection you can get this information from your ISP (Internet Service Provider).
  • Make sure that your IP address is static. This means your IP address will always remain the same, and will not change upon router/modem reboot or after a certain time period. The same entities which provided you with the WAN IP address, can as well clarify whether it is a static or dynamic one.
  • Be aware that IP Restrictions are not effective immediately. Our systems apply the filters during their daily overnight restart. It can take up to 24 hours until they are active, depending on the time you submit your IP Restrictions request. The same applies when you modify or remove existing IP Restrictions. Please be sure to consider this when you are planning your course of action.
  • The IP Restrictions will be applied to ALL Trading Platforms offered by IB. It will not affect Client Portal access, which will remain accessible from any IP address.

Note:

Please take note that the technical ability to misrepresent one's IP address exists, and full account protection is only ensured by using SLS Two-Factor Authentication (ibkr.com/sls).

If you have any questions on the topic, please feel free to contact IB's Technical Assistance Center.

How to set the IP Restrictions:

  1. Login to Client Portal and click the menu icon in the top-left corner.
  2. From the left side menu, click on Settings, then on User Settings. Then click on the wheel (configure) icon next to IP Restrictions.
  3. You will see a brief description of the effects of IP Restrictions. To set up a new IP Restriction, click on Add IP Restriction.
  4. Select the Trader from the drop-down list and enter the IP Address (in the format xxx.xxx.xxx.xxx) you want to allow for him. Then click on Continue.
  5. If you logged into Client Portal without using the Two-Factor Authentication, you will now receive an email1 containing a Confirmation Number. Enter it in the Confirmation Number field. Once done, click on Continue to submit the request. If you logged in to the Account Management using a security device, please proceed directly to point 5.
  6. If the operation completed successfully, you will see a confirmation screen. Click OK.
  7. The system will now list your active IP Address restrictions. Should you want to create an additional one, click again on Add IP Restriction, otherwise navigate away from this section

 

Opt-out and IP Restrictions for Penny Stocks traders:

Clients who have elected to perform an opt-out, thus using the Two-Factor Authentication only for the Client Portal, must activate the IP Restrictions in order to be able to activate Penny Stocks Trading Permissions.


Additional best practices for securing your computer and your network

  • When logging into the TWS, activate the checkbox “Use SSL” on the login screen. SSL (Secure Socket Layer) guarantees that all the information exchanged between your computer and our servers is protected using 128-bit encryption.
  • Use a firewall to prevent unauthorized access to the services exposed by your network or/and computer. During the firewall set-up, please make sure you authorize the host/ports listed in section DESKTOP TWS of KB2816.
  • Use antivirus software to identify and eliminate viruses which might have infected your computer.  As new viruses are constantly being created, you need to update the threats database of your antivirus software regularly.
  • Use anti-malware software to detect and remove spyware/malware programs which can collect various types of personal information, monitor your browsing activity and interfere with the control of your computer. Nowadays many antivirus solutions include a built-in anti-malware protection.
  • Refrain from using wireless connections (Wi-fi) which are public, 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.

 

Notes:
1. If you have not received the email, please make sure it did not land in the Spam/Junk folder of your mailbox and possibly add the email addresses donotreply@interactivebrokers.com and help@interactivebrokers.com to the trusted senders list. You can then request a new email to be sent to you with the button Resend Confirmation Number.

 

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:

 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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

b. If operating a security card or electronic device, note that there are no spaces between characters

 
 
 
 
 
 
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. 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.
 
 
 
 
 
 
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.
 
 
 
 
 
 
 
 
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:

  1. Receiving “Invalid user name password combination” message
  2. Receiving “Login Failed” message upon entering security device values
  3. I’ve forgotten my user name and/or password
  4. I’m temporarily without possession of my security device
  5. My security device has been lost or damaged
  6. I’ve been issued a temporary passcode which has expired
  7. I’ve been issued an online security card which has expired
  8. I’m awaiting delivery of my physical security device and can now no longer log into my account
  9. I am able to log into Account Management with my temporary passcode but not the trading platform
  10. I am in possession of my security device and wish to activate it
  11. Receiving “BAD CHARACTER” message after entering my user name

IMPORTANT NOTE: If you are unable to resolve your account access issue from the information above, please contact your local Customer Service Center.  Also note that for security purposes, all requests for login assistance must be initiated via telephone as it requires prior verification of the account holder's identity. A listing of Customer Service Centers, contact numbers and hours of operations may be found via the following website link: http://individuals.interactivebrokers.com/en/p.php?f=customerService&ib_...

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 
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.
 
 
 
 
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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

 
 
 
 
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.
 
 
 
 
 
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.).

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