At Interactive Brokers (IBKR), we strive to provide timely responses to all support tickets. However, if you have not received a response to your support ticket, here are the steps you should follow:
- Be patient and check response times:
- IBKR typically aims to respond to support tickets within 1-3 business days.
- Complex issues may require additional time for investigation and resolution.
- Response times may vary depending on the nature of the inquiry and current request volume.
- Check for existing responses:
- Log in to your account and review the ticket status in your Message Center.
- Check your email inbox and spam folder for any responses you might have missed.
- Ensure that notifications are enabled in your account settings.
- Follow up on your existing ticket:
- If the expected response time has passed, you can reply to the existing ticket to request an update.
- Always reference your original ticket number (e.g., T637845) when following up.
- Provide any new observations, additional information, or updates that might help in resolving your issue.
- Mention that you are following up on an unanswered ticket to bring attention to the delay.
- Consider alternative contact methods:
- For urgent matters, use alternative contact methods such as chat or phone support.
- Visit the IBKR Support page for a list of available contact options.
- Best practices:
- Ensure your original ticket includes all necessary details to help us address your issue more efficiently.
- Avoid creating multiple tickets for the same issue, as this may delay the resolution process.
- Be polite and professional when requesting updates.
- Continue to follow up periodically if you still do not receive a response.
Remember that some issues may be resolved without direct communication if our system detects that the problem has been addressed. You can find more information about managing your support tickets in our Message Center Guide. We apologize for any delays you may experience and are committed to addressing your concerns as quickly as possible.