Client Services

Tips for Best Service


IB offers a variety of ways to get assistance and information including phone support, secure inquiry/trouble tickets, chat and email submitted through our website. While you can ask the same question using any of these channels, depending on the nature of your inquiry, you will get the best and most efficient service by using the methods recommended below.

Phone Inquiries

Recommended where there is time sensitivity, for example, a problem with an order or trade. In general, IB will answer our phone lines within a minute. Funding/Banking inquiries usually take longer. We suggest Ticket or Chat instead of phone for the following areas: funding, tax, statements, dividend & corporate actions.


Inquiry/Trouble Ticket

A new secure form system, enables a question to be sent from Account Management that is delivered directly to our main Customer Service database system. From here, the question is routed to the specialist or team within IB's Client Services that is certified in the particular area of inquiry. It is SMART routing for questions. You will get an immediate reference number for the ticket, and your question will be allocated to a service agent usually within 2 hours. Where possible, we will also provide an answer within this timeframe, but even if additional research is needed, you will know who is handling your case, and be able to track its progress.

Email

Free format email communications are no longer supported due to the proliferation of spam, phishing, and other forms of fraudulent communications. If you do not already have an IB account, we kindly ask you submit your inquiry using the form available on our website: Click Here to Access the Form.


IB-Chat

Our new chat service is accessible via Account Management. It is designed to connect you to the service specialist best qualified to answer your question. Because it is authenticated and uses secure communications, IB staff are able to provide account specific information in a secure manner. Web page content, conferencing, and feedback are all features of this new system; transcripts are available on demand. We particularly recommend IB-Chat for Funding/Banking and Account Application inquiries.


Existing customers should take advantage of the secure inquiry/trouble ticket system accessible through the Message Center within Account Management. Existing customers may also submit inquiries using the form above, with the response being routed to their Message Center. Urgent or time sensitive questions should never be submitted via this form.


Trading Requests

Trade Bust Requests
Recommended Form of Contact: Phone
Estimated Response Time: Under 30 Minutes


Execution or Liquidation inquiries
Recommended Form of Contact: Phone
Estimated Response Time: Real-time


Real-Time Margin/SMA inquiries
Recommended Form of Contact: Phone
Estimated Response Time: Real-time


Review Positions, Order Status, or Order Routing problems
Recommended Form of Contact: Phone
Estimated Response Time: Real-time


General Margin/SMA Questions
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Within 1 Day


How to Enter Specialty Orders such as Combos, Bracket, Conditional Orders
Recommended Form of Contact: Chat
Estimated Response Time: Real-time



Funds & Banking Requests

Wires and ACH Deposits and Withdrawal Questions
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Same Day


ACAT/ATON problems
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Same Day


Statements and Tax Forms questions (e.g. 1099)
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Within 1 Day



IRA Contributions/Distributions
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Within 1 Day


Credit/Debit Interest
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Within 1 Day


Corporate Actions (Dividends, Mergers, Tenders, etc.)
Recommended Form of Contact: Ticket/Email
Estimated Response Time: Within 1 Day


All other funding/banking questions
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Same Day



All Other Topic Requests

New Account Application questions
Recommended Form of Contact: Chat/Ticket
Estimated Response Time: Real-time


Technical (login, java, TWS installation, etc)
Recommended Form of Contact: Chat/Phone
Estimated Response Time: Real-time


Resetting Passwords (identity verification required)
Recommended Form of Contact: Phone only
Estimated Response Time: Real-time


Problems with the Option Exercise Window
Recommended Form of Contact: Phone/Chat
Estimated Response Time: Real-time


Market Data Subscription questions
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Same Day


Website problems
Recommended Form of Contact: Ticket
Estimated Response Time: Same Day


Account Upgrades and Trading Permissions
Recommended Form of Contact: Ticket/Chat
Estimated Response Time: Same Day


Fee Inquiries, Commissions, Cancellation fees, Market Data Charges
Recommended Form of Contact: Ticket/Email
Estimated Response Time: Within 1 Day


Basic Order Entry, Order Types, Symbol Entry, and Web Trader inquiries
Recommended Form of Contact: Chat/Ticket
Estimated Response Time: Within 1 Day (this information is also readily available on the IB website)


Pattern Day Trading inquiries
Recommended Form of Contact: Ticket/Email
Estimated Response Time: Same Day


All other inquiries
Recommended Form of Contact: Ticket/Chat/Email
Estimated Response Time: Within 1 Day



Additional Resources


Contract Information
find out symbols, exchanges, quoting rules, and a whole database of information about the instruments available through the IB Trading platform.

IB Trader Workstation Tutorial
an introduction to basic TWS concepts.

TWS Quickstart Reference Guide
covers basic usage to get started quickly.

TWS Users Guide
complete users guide, particularly useful for learning how to use the advanced features of the TWS.

TWS Live Demo
see the TWS in action!