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Troubleshooting Account Management: Login Failure 

 

 

  Account Management - Troubleshooting


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Click on the link below which best describes your situation:

  1. Receiving “Invalid username password combination” message
  2. Receiving “Invalid passcode” message
  3. I forgot my username and/or password
  4. I do not have my security device with me
  5. My security device has been lost or damaged
  6. I received a temporary passcode but it has expired
  7. I have been issued an online security card which has expired
  8. I am awaiting delivery of my physical security device and can now no longer log into my account
  9. I am able to log into Account Management with my temporary passcode but not the trading platform
  10. I am in possession of my security device and wish to activate it
  11. Receiving “BAD CHARACTER” message after entering my username   

 

 
 
 
 
VERY IMPORTANT NOTE:
If you are unable to resolve your account access issue from the information above, please contact your local Customer Service Center. Also note that for security purposes, all requests for login assistance must be initiated via telephone as it requires prior verification of the account holder's identity. A listing of Customer Service Centers, contact numbers and hours of operations may be found via the following website link: index.php/help-me/contact-place-trade

 

 

     
 

Troubleshooting Recommendations

 
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1. Receiving “Invalid username password combination” message.


Make sure that the Caps Lock key is not on as your username is case sensitive and is required to be input in lower case format.

IMPORTANT SECURITY NOTICE: If an account experiences 10 consecutive failed Account Management login attempts within any 24-hour period, it will be locked out from login regardless of subsequent attempts using the correct username and password combination. This lockout, intended as a security measure to prevent hackers from random attempts to guess the password, will remain in force until 24 hours have passed since the last unsuccessful login attempt.

If you believe that your account has or is about to be been locked due to consecutive failed login attempts, you will need to contact to contact your regional Customer Service Center via telephone for assistance. Note that assistance for login matters is only provided via telephone and after the identity of the account holder has been verified.

 

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2. Receiving “Invalid passcode” message

If operating with a temporary passcode, note that alpha characters are case sensitive and are required to be input in upper case format 
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3. I’ve forgotten my username and/or password

For security purposes, all requests for assistance with a username and/or password must be initiated via telephone and require prior verification of the account holder’s identity. Requests are to be directed to one of the regional Customer Service Centers. 
 

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4. I’m temporarily without possession of my security device

If you are temporarily without possession of your security device, interim access may be provided by contacting your regional Customer Service Center via telephone where, once your identity has been verified, you will be provided with a temporary passcode.

The temporary passcode is a static alpha-numeric code which replaces the randomly generated code provided through your security device and which will provide full access to Account Management and the trading platforms for 2 days. Should a lengthier period of interim access be necessary as well as to obtain enhanced protection, it is recommended that you use the temporary passcode to log into Account Management and print out the online security card which will operate as a replacement for your security device for up to 3 weeks. 

After the expiration of the temporary passcode or on-line security card, or if you regain possession of your security device beforehand, you will need to log into Account Management and select the menu option to re-activate your security device.
 

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5. My security device has been lost or damaged

In the case of a lost or damaged security device, you will need to contact our Customer Service center to arrange for a replacement and to provide for interim access. As the time frame for shipping a replacement device may range from 3 to 14 days depending on your country of residence, interim access is provided via an online security card. The online security card may be retrieved for printing or saving as an image to your desktop once a temporary passcode has been provided for Account Management access.

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6. I’ve been issued a temporary passcode which has expired

The temporary passcode is intended to provide full access to both Account Management and the trading platforms for a period of 2 days. After 2 days, the temporary passcode may no longer be used to access the trading platforms but may be used to access Account Management for an additional period of 10 days. The Account Management access, however, is limited solely for the purpose of printing or saving the on-line security card. 

If your window of access to Account Management using the temporary passcode remains, you may print or save the online security card through which full access to both Account Management and the trading platforms is provided for a period of 21 days. If you are unable to log into Account Management, you will need to contact your regional Customer Service center for assistance. 
 

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7. I’ve been issued an online security card which has expired

The online security card is intended to provide full access to both Account Management and the trading platforms for a period of 21 days. This time frame, while limited, is intended to provide sufficient opportunity for the account holder to either regain possession of a temporarily unavailable security device or request and receive a replacement device.

If you are unable to log in using the on-line security card, you will need to contact your regional Customer Service center for assistance and to provide information as to the status of your permanent security device.
 

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8. I’m awaiting delivery of my physical security device and can now no longer log into my account

Depending upon your location, the physical security device should be delivered to the address of record on your account within 2 days in the case of US residents and within 2 weeks for all other accounts. It’s important to note that the permanent devices are set to automatically activate after a set timeframe if not yet manually activated by the account holder. If this is the case and you encounter difficulties logging into your account, please contact our Technical Assistance Department at 1-877-442-2757.
 

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9. I am able to log into Account Management with my temporary passcode but not the trading platform.

If your window of access to Account Management using the temporary passcode remains, you may print or save the online security card through which full access to both Account Management and the trading platforms is provided for a period of 21 days.

If you are unable to log into Account Management, you will need to contact your regional Customer Service center for assistance.
 

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10. I am in possession of my security device and wish to activate it.

To activate either a replacement device or one which was temporarily unavailable and which required the issuance of a temporary passcode, you will need to log into Account Management and select the reactivate security device menu option. Once reactivated, neither the temporary passcode nor on-line security card will remain operable.
 

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11. Receiving “BAD CHARACTER” message after entering my username.

Re-enter your username and make sure that you do not include any spaces or characters which are not either alpha or numeric (e.g. !@#$%^&*(.,”:...etc.).

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Account Management     Account Security Software Troubleshooting 

 
 

 

 
 
 
     
 

For information regarding troubleshooting please call us at 1-919-719-7200.

 
     

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