Customer Service

To get the best and most effective service from IB, we recommend the following

Send an Inquiry to IB Customer Service
	Staffed Sunday 16:00 - Friday 20:00 Eastern Time to send an inquiry.

Contact IB via Chat

Current Customers: Please use our new authenticated chat service available through Account Management. For security reasons, any inquiries relating specifically to your account can only be answered via the Account Management chat. Topic Rooms are available for: General Inquiries: Sunday 16:00 – Friday 20:00 EST (Chat is not available between 19:30 – 20:30 EST Monday to Thursday) (Live chats are not available on Sundays, please call or submit a webticket for assistance) Funds & Banking: Monday – Friday, 09:00 – 20:00 EST Technical Assistance: Monday – Friday, 08:00 – 18:00 EST (Live chats are not available on Sundays, please call or submit a webticket for assistance) German Language: Montag - Freitag, 9:00 – 17:30 CET

Contact IB via Telephone
	IB offers 24-hour customer service via our different customer service locations in America, Europe and Asia. Please find below a list of countries where we offer toll free customer service. All other countries please use one of the direct dial customer service numbers. ALL CALLS TO INTERACTIVE BROKERS SERVICE DESKS ARE RECORDED
North America United States   Number Service Hours of Operation   1 (877) 442-2757 or 1 (877) 4IB-BRKR Toll free customer service within the United States (recorded line) 09:00 - 20:00 Eastern Time Monday-Friday(1) Condensed Services(4): 13:00 – 19:00 Eastern Time Sunday   1 (312) 542-6901(6) Direct dial customer service (recorded line)   1 (877) 442-2757 Option 6, and then Option 3 Secure Transaction Program (recorded line)   1 (312) 984-1019 Fax Canada   Number Service Hours of Operation   1 (877) 745-4222 Toll free Customer Service within Canada (recorded line) 08:00 - 17:30 Eastern Time(1)   1 (514) 847-3499(6) Direct Dial Customer Service (recorded line)   1 (514) 287-0152 Fax Europe France • Germany • Italy • Netherlands • Spain • Switzerland • UK   Number Service Hours of Operation   00800-IB-BROKER or 00800-42-276537(2) Toll free customer service 08:00 - 20:00 - Central European Time(3)   +41-41-726-9500 Direct dial customer service   +41-41-726-9599 Fax Asia-Pacific Hong Kong   Number Service Hours of Operation   +852-2156-7907(5) Direct dial customer service 08:00－17:00 Hong Kong Time(3), (7)   +852-2509-4102 Fax Australia   Number Service Hours of Operation   +61 (2) 8093 7300 Direct dial customer service (recorded line) 10:00 - 19:00 Australian Eastern Standard Time(3) India   Number Service Hours of Operation   +91 22 61289888 Direct dial customer service 08:00 - 19:00 Indian Standard Time(3) China   Number Service Hours of Operation   +86 (21) 6086 8586(6) Direct dial customer service 09:00 – 18:00 China Standard Time(3)

IB offers a variety of ways to get assistance and information including phone support, email, and chat. 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 Customer Service 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.

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.

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: http://www.interactivebrokers.com/en/general/contact/newContact/contact.php.

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.

• Contract Information: find out symbols, exchanges, quoting rules, and a whole database of information about the instruments available through the IB Trading platform. Click here.
  
  
• IB Trader Workstation Tutorial: an introduction to basic TWS concepts. Click here.
  
  
• TWS Quickstart Reference Guide: covers basic usage to get started quickly. Click here.
  
  
• TWS Users Guide: complete users guide, particularly useful for learning how to use the advanced features of the TWS. Click here.
• TWS Live Demo: see the TWS in action! Click here.

A minority of prospective Interactive Brokers Customers are sometimes required to send paper documentation. If you are in this minority you will be notified during the application process or by email.

Limitation of Liability

IB WILL NOT ACCEPT ANY LIABILITY FOR RECEIPT OR PROCESSING OF ANY REQUESTS FOR A TRADE CANCELLATION (“BUST”) SUBMITTED BY CUSTOMER. NOR WILL IB 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. IB WILL ATTEMPT, ON A BEST EFFORTS BASIS, TO ANALYZE AND FORWARD APPROPRIATE REQUESTS FOR TRADE CANCELLATION TO THE RELEVANT MARKET CENTER. IB CANNOT, HOWEVER, GUARANTEE THAT EVERY REQUEST FOR A TRADE CANCELLATION WILL BE ACCEPTED, SUBMITTED TO, REVIEWED BY OR GRANTED BY THE RELEVANT MARKET CENTER. IB WILL NOT COMPENSATE CUSTOMER FOR ANY TRADE CANCELLATION REQUESTS THAT ARE NOT ACCEPTED BY IB OR THE RELEVANT MARKET CENTER.

Customers who receive an execution which they believe to be clearly erroneous¹ and who wish to have IB 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 IB which, in the aggregate, may lessen the likelihood that the petition is submitted in time. Please note that IB 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.

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

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

IB 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, IB 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. IB 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. IB reserves the right to make determinations in the interest of maintaining a fair and orderly market.

IB will generally consider cancellation or price adjustment for any Forex trade which is executed greater than ½% away from the fair market value at the time of the execution. Requests for trade cancellations must be received within a reasonable timeframe following execution and communicated preferably via the Trade Cancellation Request tool. IB 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, IB 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.