Client Services

Phone

IBKR offers 24-hour weekday customer service via regional Client Services Centers located through-out America, Europe and Asia. While there's an agent always available to assist with your inquiries, answers can oftentimes be found quickest and without a phone call directly from IBKR's website and Knowledge Base. The list of Quick Tips below contains responses to the most common questions and answers to others can be found by entering keywords associated with your inquiry into the search engine above.


Quick Tips

Select your local time zone from the drop-down list below to determine which Client Services Center is currently available to take your call. Calls received by a given Service Center outside local operating hours will be automatically routed to an available agent at another Service Center.1


Calls to Interactive Brokers' Service Desks may be recorded for quality control purposes. Enter the numeric portion of your Account Number followed by # OR press # if you do not know your Account Number. Use the Menu Options in the table below to help navigate to the topic you are interested in.

Location Number Hours of Operation2 Menu Options
United States 1 (877) 442-2757 Toll free
1 (312) 542-6901 Direct dial
20:00 (Mon - Fri) - 08:00 (Tue - Sat) (Asia/Hong Kong)
01:00 (Mon) - 07:00 (Mon) (Asia/Hong Kong)
1 Trade Related Issues
1/1 Phone Orders
1/2 Trade Issues
1/3 How to use TWS
1/4 Margin Issues

2 Cash or Position Transfers
2/1 Cash Deposits, Withdrawals
2/2 US & Canadian Position Transfers
2/3 Other Position Transfers

3 Log in Assistance
3/1 Password Assistance
3/2 Security Devices

4 Account Configuration, Statements,
Fees, Corporate Actions & General Assistance
4/1 Account Configuration
4/2 Statements, Fees
4/3 Tax Issues
4/4 Corporate Actions, Dividends
4/5 General Assistance

5 Technical Assistance
5/1 Software Installation & Connectivity
5/2 Software Operation
5/3 Software Functionality
5/4 API Support

6 Market Data, IBIS
6/1 Market Data
6/2 IBIS
Canada 1 (877) 745-4222 Toll free
1 (514) 847-3499 Direct dial
20:00 (Mon - Fri) - 05:30 (Tue - Sat) (Asia/Hong Kong)
Europe 00800-42-276537 Toll free3
+41-41-726-9500 Direct dial

+44 207-710-5695 Direct dial United Kingdom
15:00 (Mon - Fri) - 00:00 (Tue - Sat) (Asia/Hong Kong)
Russia 8-800-100-8556 Toll free4
+41-41-726-9506 Pyсский
14:00 - 23:00 (Mon - Fri) (Asia/Hong Kong)
Hong Kong +852-2156-7907 Direct dial 08:00 - 17:00 (Mon - Fri) (Asia/Hong Kong)
Australia +61 (2) 8093 7300 Direct dial 07:30 - 17:00 (Mon - Fri) (Asia/Hong Kong)
India +91 22 61289888 Direct dial
+91 22 39696188 Direct dial
08:30 - 20:00 (Mon - Fri) (Asia/Hong Kong)
China +86 (21) 6086 8586 Direct dial 09:00 - 18:00 (Mon - Fri) (Asia/Hong Kong)
Japan +81 (3) 4588 9700 Direct dial
+81 (3) 4588 9710 Direct dial (English)
07:30 - 16:30 (Mon - Fri) (Asia/Hong Kong)

Notes:

  1. IBKR operates a Global Client Services desk. When contacting client services, the representative assisting may be an employee of IBKR affiliate acting on behalf of the entity in which you hold your account. (For example, an IBLLC client may call the US service desk and be assisted by a representative of IBHK providing service on behalf of IBLLC).
  2. Customer support is not available on Saturday.
  3. Please note that the toll free number may not be available in all locations. In the event you are unable to reach IBKR using the toll free number listed above, please utilize the direct dial number.
  4. The toll free number is only accessible from Russia.

Chat


IBKR offers online chat service to both current and prospective clients delivered in a secure and authenticated manner. If you are an existing client, please login to Client Portal or Account Management to access chat. Prospective clients are provided chat access for application related inquiries through the Help Me! Link located directly within the application. When accessing chat, you'll be prompted to specify a topic and chat room in order to route your inquiry to a representative best suited to respond. Hours of operation are outlined below.



Chat Room

24 hours (Mon - Fri)
13:00 - 19:00 US Eastern Time (Sun)


Email

IMPORTANT NOTE

Password, security device and account login issues can only be addressed by telephoning Client Services and require verification of the account holder's identity. Please do not submit security related requests such as this via email.

Inbound communications sent via commercial E-mail are not supported due to security and spam concerns. Existing clients as well as clients in the application phase may submit formal inquiries via the Message Center located within Account Management or via the link below. Inquiries originating from either method will be responded to through the Message Center, however, communication preferences may be set to receive a response copy via email.

Prospective clients may also submit formal inquiries via the link below and will receive a response via the email address provided.

Formal inquiries submitted during standard hours of operation are generally responded to within 24 hours.


Send an Inquiry

Upload/Fax/Post

Applicants and current clients making changes to their accounts may be required to submit various supporting documents as evidence of their identity and/or address. Logging in to Account Management and uploading the requested documents is the most efficient method, allowing for fastest processing and approval times. Regardless of chosen method, please make sure that your submitted documents are legible and easy to review.

When submitting documents by email, make sure to only include your full account number in the email subject line.

IB LLC (IBKR)

Upload Documents

You will be prompted to log in to Account Management.

or Scan & Email: newaccounts@interactivebrokers.com

Courier/Overnight:
Interactive Brokers LLC: Document Processing
209 South LaSalle Street, 10th Floor, Chicago, IL 60604 USA

Postal:
Interactive Brokers LLC: Document Processing
P.O. Box A3770, Chicago, IL 60690-3770 USA

Fax: (312) 984-1017

IB Canada

Upload Documents

You will be prompted to log in to Account Management.

or Scan & Email: newaccounts.ca@interactivebrokers.com

Courier/Postal:
Interactive Brokers Canada Inc.
Attn: Doc Processing
1800 McGill College Avenue, Suite 2106,
Montreal, Quebec H3A 3J6 Canada


IB UK

Upload Documents

You will be prompted to log in to Account Management.

or Scan & Email: newaccounts.uk@interactivebrokers.co.uk

Courier/Overnight/Postal:
Interactive Brokers (U.K.) Limited
Attn: Doc Processing
Gotthardstrasse 3, 6301 Zug, Switzerland

Fax: +41-41-726-9599

IB (India) Pvt. Ltd.

Upload Documents

You will be prompted to log in to Account Management.

Courier/Postal:
Interactive Brokers (India) Pvt. Ltd.
502/A, Times Square, Andheri Kurla Road
Andheri East, Mumbai 400059 India


IB Securities Japan, Inc.

Upload Documents

You will be prompted to log in to Account Management.

or Scan & Email: newaccountsjp@interactivebrokers.com

Courier/Postal:
New Accounts: Interactive Brokers Securities Japan, Inc
4th Floor Tekko Kaikan, 3-2-10, Nihonbashi Kayabacho,
Chuo-Ku, Tokyo 103-0025 Japan

Fax: +81-3-4588-9749

Interactive Brokers Hong Kong Limited

Upload Documents

You will be prompted to log in to Account Management.

or Scan & Email: newaccounts.hk@interactivebrokers.com

Courier/Overnight/Postal:
Interactive Brokers Hong Kong Limited
Attn: New Account Documentation
Suite 1512 Two Pacific Place
88 Queensway, Admiralty, Hong Kong

Tips for Best Service


IBKR offers a variety of ways to get assistance and information including IBot, 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

Find Answers Faster with IBot Automated Response System

For the shortest response time, we suggest you start with IBot. Our natural language-based interface can quickly provide solutions to common issues, and offers "how to" help for popular areas of inquiry, like funds and banking, Client Portal, activity statements, account balances, order entry and much more.

Click on the button below to open IBot, then simply type your question just as you would ask it, for example "how do I withdraw funds" or "what are the commissions for US stock orders."

For urgent issues requiring human intervention - such as problems with an order or trade - please submit a phone inquiry.

Ask IBot

Phone Inquiries

Recommended where there is time sensitivity, for example, a problem with an order or trade. In general, IBKR 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 IBKR'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 IBKR 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, IBKR 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 IBKR 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 IBKR 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!

IBKR's Bust Policy and Procedures


Limitation of Liability

IBKR WILL NOT ACCEPT ANY LIABILITY FOR RECEIPT OR PROCESSING OF ANY REQUESTS FOR A TRADE CANCELLATION ("BUST") SUBMITTED BY CUSTOMER. NOR WILL IBKR ACCEPT ANY LIABILITY FOR ANY TRADE CANCELLATION REQUEST THAT IS SUBMITTED TO AND SUBSEQUENTLY DENIED BY THE RELEVANT MARKET CENTER. MARKET CENTERS SET SPECIFIC REQUIREMENTS FOR TRADE CANCELLATION REQUESTS, WHICH INCLUDE, AMONG OTHER THINGS, SPECIFIC REQUIREMENTS REGARDING THE TRADES THAT ARE ELIGIBLE FOR CANCELLATION AS WELL AS FIXED TIME LIMITS WITHIN WHICH A REQUEST FOR TRADE CANCELLATION MUST BE SUBMITTED. IBKR WILL ATTEMPT, ON A BEST EFFORTS BASIS, TO ANALYZE AND FORWARD APPROPRIATE REQUESTS FOR TRADE CANCELLATION TO THE RELEVANT MARKET CENTER. IBKR CANNOT, HOWEVER, GUARANTEE THAT EVERY REQUEST FOR A TRADE CANCELLATION WILL BE ACCEPTED, SUBMITTED TO, REVIEWED BY OR GRANTED BY THE RELEVANT MARKET CENTER. IBKR WILL NOT COMPENSATE CUSTOMER FOR ANY TRADE CANCELLATION REQUESTS THAT ARE NOT ACCEPTED BY IBKR OR THE RELEVANT MARKET CENTER.



Notification Procedures

Customers who receive an execution which they believe to be clearly erroneous1 and who wish to have IBKR petition the exchange or market center to have the trade cancelled on their behalf are strongly encouraged to submit their request using the Trade Cancellation Request tool located within Account Management. While requests received via telephone will also be processed, such requests may involve connection wait times and entail information collection on the part of IBKR which, in the aggregate, may lessen the likelihood that the petition is submitted in time. Please note that IBKR does not support free format email communications and requests sent through the Help & Contacts link on the website are not intended for matters of urgency.


Trade Cancellation/Bust Fees

Exchanges and market centers often impose a fee for trade cancellation requests in addition to fees charged by IBKR. Customers are also encouraged to familiarize themselves with all fees associated with cancellation requests prior to initiating a request.


Cancellation Requests Where IBKR Customers are on Both Sides of the Trade

As exchanges and market centers generally opt not to rule on cancellation requests involving customers of the same brokerage firm, IBKR will, when appropriate, apply the transacting venue's policy to such requests. Given the highly subjective and varied nature of these policies, IBKR has adopted the policy below in order to provide a level of certainty and predictability for our customers.

IBKR will make a determination only when the transacting exchange or market center refuses to rule on a trade and will abide by the trade cancellation policies of such organization whenever possible. Please consult the website of the respective exchange or market center for specific trade cancellation policies. Decisions involving trades not specifically defined in the respective organization's trade cancellation policy will be made on a case by case basis and if a clear policy for a specific execution in question does not exist, IBKR will evaluate a range of data including, but not necessarily limited to, the considerations outlined below. We will review all information considered to be relevant in determining the nature of a fair and orderly market and on those grounds, we will make a decision on a specific execution on a best efforts basis:

  • Timeliness of Notification: Requests for trade cancellations must be made within the time limits set by the relevant venue preferably via the Trade Cancellation Request tool.
  • Company or industry specific news/events.
  • Recent volatility of stock.
  • Change in broad market indicators at time of execution.
  • We will consider the length of time the order was live before execution. IBKR may be more inclined to break a trade if the order hits/lifts an existing bid/ask and less inclined to break if the order becomes the best bid/ask before execution.
  • Time of order submission and subsequent execution. (Pre/Post market vs. during the Trading Day).
  • Opening indication.
  • Adjacent transaction reports or indications. For example, Previous Day's Close Previous reported trade price, subsequent reported trade price Last Prints.
  • Next consecutive prints.
  • Liquidity issues.

The guidelines outlined above are designed to provide a level of protection for our customers. However, no policy can anticipate every conceivable situation. IBKR reserves the right to make determinations in the interest of maintaining a fair and orderly market.


Trade Cancellation Guidelines for Forex / Metals Trades

IBKR will generally consider cancellation or price adjustment for any off-market Forex / Metals trade. In general, will any execution that deviates from the pricing of a fair and orderly market. As a practical matter trades deviating by less than 15 bps (0.15%), or whose pnl as a result of a mispriced execution is less than $100 will not be adjusted. Trades exceeding these indicative limits may, or may not be cancelled, the determination will be based on a variety of conditions including market volatility and liquidity, trade size, price deviation, and timeliness of reporting of the erroneous transaction to IBKR.

Requests for trade cancellations must be received within a reasonable timeframe following execution and communicated preferably via the Trade Cancellation Request tool. IBKR will maintain sole discretion for determining the reasonableness of the reporting timeframe, taking into consideration the circumstances surrounding the trade in question. In the event that a trade meets the price guidelines for cancellation but there is a delay in reporting/requesting the cancellation, IBKR may deny the request for cancellation or may apply other algorithms to determine a price adjustment, for example, taking into account the trading range of the instrument in the time interval from execution to cancellation request.


Trade Cancellation/Adjustment Policy for Bonds

In the event that a transaction is deemed to be clearly erroneous, as determined solely by Interactive Brokers, IBKR reserves the right to modify, cancel or correct the transaction. For this purpose, a "clearly erroneous transaction" is defined as the execution of an order: (i) at a price that was substantially away from or inconsistent with, the market for that security at the time of execution, and/or (ii) on terms (e.g., symbol, quantity, or price) that would reasonably appear to be entered in error under the given circumstances.

For all such trades, a participant in the transaction ("Participant") must notify IBKR within thirty (30) minutes of the execution of the trade by using the Trade Cancellation Request tool located within Account Management. While requests received via telephone will also be processed, such requests may involve wait times which, in the aggregate, may lessen the likelihood that the petition is submitted in time. Please note that IBKR does not support email communications for this purpose and requests sent through the Help & Contacts link on the website are not intended for matters of urgency.

IBKR reserves the right to initiate a review of a transaction, regardless of whether a Participant request has been received, if IBKR determines, in its sole discretion, that circumstances warrant such a review. The guidelines outlined above are designed to provide a level of protection for our customers; however no policy can anticipate every situation. Each request will be considered on a case-by-case basis and such requests will be resolved promptly. IBKR reserves the right to make final determinations in the interest of maintaining a fair and orderly market.

Disclosures
  1. Generally interpreted as the execution of an order at a price substantially away from the prevailing market price

Interactive Brokers Debit Mastercard®

IBKR offers 24-hour debit card support on both weekdays and weekends via our global Client Service Center. Please refer to our FAQ page for answers to the most common inquiries.

Click here to apply for the Interactive Brokers Debit Mastercard.

Location Number
United States 1 (866) 532-4654 Toll free
International 1 (801) 559-2140