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The Support Center in IBKR’s Portal holds customer support and account support tools that an institutional account at Interactive Brokers may need. The Support Center can be accessed by clicking the Help icon in the upper right corner and selecting Support Center from the drop-down menu.
The Support Center includes tools such as:
- The secure Message Center,
- Contract Search,
- Short Stock Availability,
- Paper Forms,
- Market Data Assistant,
- Corporate Action Manager, and more.
This video will review some of the key support tools.
Message Center
Clicking Message Center allows users to submit questions directly to Client Services and every inquiry is assigned a reference number, called a ticket. This ticket number can be used to efficiently track the progress of the inquiry.
To submit a new inquiry, click the Compose button. The user can submit a new inquiry ticket or submit Trade Cancellation Requests or Pattern Day Trader Requests. In this example, the user clicks New Ticket and selects the topic their inquiry is about. Say the user has a reporting question regarding their account statement. They’ll select Activity & Tax Statements then select the sub-topic Statement Explanation.
Enter a brief overview of the inquiry in the Subject box then further explain the inquiry or issue in the Body section. Use the drop-down menu to select the account this inquiry is pertaining to or if it is a general question, select that it is not account specific. It may also be helpful to our Client Services teams to attach documents or images that pertain to the inquiry at hand. For example, attaching the report that may need clarification or submitting a screenshot of the platform.
When ready, click Preview Ticket to review before clicking Submit Ticket. The real-time status of an inquiry is always displayed in the main Message Center window so that the user can see if the inquiry has been assigned to a service expert, which expert is handling the inquiry, and whether it is being addressed by our main help team or by a specialty team. In addition, clients can cancel or close tickets once the issue has been addressed, giving them greater control over the process.
Tickets are generally assigned within a few hours during European and North American trading hours. However, if it is a time-sensitive or urgent issue, please call in to speak to a Client Service Representative directly. The global phone numbers for the Institutional Client Services team are listed on our website.
IB-Chat
In addition to submitting a web ticket in the Message Center or calling in directly, clients can communicate via live chat with a Client Services Representative. Because it is authenticated and uses secure communications, IBKR staff are able to provide account specific information in a secure manner to assist with inquiries in real-time.
To open a chat with IBKR’s Client Services team, click the IB-Chat (Live) button on the Support Center screen. Similar to inquiry tickets, clients can select a topic and sub-topic relating to their inquiry. Type in their question and click Enter Chat to be redirected to a live chat with a customer service representative.
There are many more tools located in the Support Center. For more information on these tools, please see our website and User Guides.
Corporate Action Manager
Corporate Action notifications can be viewed from the Message Center by clicking Corporate Actions, but they can also be monitored in the Corporate Action Manager tool launched from the Support Center page.
The Corporate Action Manager allows clients to review information on upcoming corporate actions relating to their account. The tool displays information on both mandatory and voluntary actions and allows clients to submit elections to IBKR for voluntary offers. When a voluntary corporate action election is submitted, IBKR will send confirmation to the Message Center within 30 seconds of the acceptance of the submitted choice. In the event a confirmation is not received, the customer must contact IBKR as non-confirmed elections will not be processed.
Clients can also view a history of the corporate actions pertaining to the account by clicking the Past Actions tab.
For more information on corporate actions and IBKR’s Corporate Action Manager, please see our website and user guide.
Resources
Hi
trying to open account from Saudi but after open account no bank option showing for Saudi Arabia how to add fund.
Hello, thank you for reaching out. To view all available funding methods based on your region/country of residence, please use this tool on our website: https://spr.ly/FundAccountcampus
If you are interested in opening an account: http://spr.ly/OpenAccountfromIBKRCampus
Please reach out with any more questions. We are here to help!
Hello I have a paper trading account for both tws and IBKR pro, each time I configure to my accounts with the tickers I prefer and even my filled trads, I am unable to save and return with the previous information.
IBK IBOT search result give some instruction one being “Log into Account Management” however, my Account management on both tws and IBKR Pro is not accessible on my accounts ie. the tab is not highlighted as a possible option of access.,
Can you help me please
Hello Shani, thank you for reaching out.
To save your paper trading account settings and orders in TWS:
Go to the Edit menu and select Global Configuration
Select API and then Settings
Check the “Save paper trading account” box
This will save your paper trading account configuration, orders, positions, etc. between TWS sessions.
For IBKR Pro, paper trading account settings and orders are not saved between sessions. You will need to reconfigure your watchlists, orders, etc. each time you log in to the paper trading version of IBKR Pro.
Please reach out with any more questions. We are here to help!
Why my account have closing only mode
Hello, thank you for reaching out. Please contact IBKR Trade Desk via web ticket to find out the specific reason your account is in closing only mode. Please use this FAQ for instructions: https://www.ibkr.com/faq?id=23599330
We hope this helps.
Hi I am Ellen,
I am writing regarding two issues:
1. I don’t know why IBKR is using the other phone number for OTP,which is not associated with my account and could compromise its security.
2. I don’t understand why I received this message when trying to buy stocks that says “your order is not accepted because the Master / Compliance user has restricted you from trading & account is closing only”.
I have never restricted my own account from trading. I need your assistance with this issue so I can resume trading.
Please help
Thanks and regards,
Ellen
Buenas tardes
Tengo una cuenta con uds pero no he podido ingresar porque cambié mi número de celular por lo tanto no me llega el SMS con el código para ingresar. Aparece un mensaje que me comunique con servicio al cliente , pero estoy en Colombia y no me he podido comunicar a los números de atención que uds tienen listado y no tienen un centro de soporte en LATAM, cómo puedo recuperar mi contraseña?
Gracias
Hello, thank you for reaching out. Please view this FAQ for instructions to update your mobile phone number: https://www.ibkr.com/faq?id=32660154
Please view this FAQ for troubleshooting steps to receive SMS messages:
https://www.ibkr.com/faq?id=47469002
For a login issue, please click the “Need help?” on the Client Portal log in page and follow the prompts to regain access.
https://ndcdyn.interactivebrokers.com/sso/Login?RL
If the above does not work, you will have to call our Client Services team for account security reasons. IBKR DOES NOT reset passwords, provide usernames, or unlock accounts via e-mail or chat. Thank you for understanding. You can find our available phone support here: http://spr.ly/IBKR_ClientServicesCampus
Hello!
I am Gleibe Xavier
I’m waiting for too long to deposit my money to IBkR.
I need an email from you or contact that I send the money to IBKR. I deposit my money to the account. Also it’s still pendent.
I’m so frustrated about it.
I think it’s too much complicated.
Regards.
Gleibe Xavier
Hello, thank you for reaching out. You can check the status of this and any future fund transfers by logging into Client Portal:
https://www.interactivebrokers.com/sso/resolver?action=VIEW_TRANS_HISTORY
Please note that a credit hold period may apply to your deposit. This may result in funds not being immediately available for trading purposes. If a hold applies, it can be viewed using the link above.
Please ensure that you have created the deposit notification:
https://www.ibkr.com/faq?id=27280950
Good day
I would like to open an account with IB, but I have one more question before that. Do you issue tax statements for CH (Switzerland) taxpayers. Thank you for your answer!
Kind regards,
Alessio
Hello Alessio, we appreciate your interest in opening an account! To open a trading account, please visit: http://spr.ly/OpenAccountfromIBKRCampus
IBKR does not issue tax statements specifically for Switzerland taxpayers. However, IBKR provides Activity Statements that can be downloaded for tax reporting purposes. Please note that we cannot provide tax advice, but you may find this webpage helpful:
https://spr.ly/TaxInfocampus
We also have an FAQ section on taxes and tax forms: http://spr.ly/IBKR_FAQscampus
Please consult a tax professional who specializes in your region regarding specific questions.
We are happy to help with general account opening questions here. Please reach out with any more questions. We are here to help!