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Need help logging into Place Trader Workstation (TWS)? Troubleshooting Trouble Shooting 

 

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Login Failures & Security Code

 

 

What to do if you are experiencing problems logging into Place Trader Workstation:

You may experience problems with TWS if you are running software or using a browser that is below the minimum requirements. When troubleshooting problems, please start by making sure that your computer meets our minimum system requirements.

 

 

 

   Click on the link below which best describes your situation:

 
 
 
  • It is possible that your browser may be outdated or corrupt. Check the version you are using from the browser's Help menu by selecting About. If your browser version is below the recommended, please upgrade it and try again.

  • If you are having any troubles downloading TWS please switch to a new browser and try again. Once you have downloaded it you should be able to open it directly from your desktop or from within your "Download" folder.

If you still need help, please call us at 919-719-7200 for assistance.

 

  • Your Internet connection may drop off due to connectivity or Internet Service Provider (ISP)-based issues.
  • This problem has also been known to occur with problematic Ethernet cards.

 
 

If you are still having issues, please call us and let a member of our great tech support staff walk you through the solution.


 

 

If the TWS fails to load after two minutes try refreshing your browser and try again. Please check to see if you have a download box sitting at the bottom (or top - if your tabs usually show at the top) of the screen.

 

 

 

Click on the link below which best describes your situation:

 
 
 

 

 

 

1. Receiving “Login failed - Invalid username or password” message.

 
a. Confirm whether your account has been approved. Accounts which have not been approved or which have been approved after the daily cut-off time are provided access solely to Account Management and not the trading platform (access will be provided next day if approved after daily cut-off time)
 
b. Confirm whether your account has been funded with the deposit minimum of USD 10,000, or equivalent. Accounts which have not been funded at this level are provided access solely to Account Management and not the trading platform.
 
c. Confirm whether your account remains open.  Accounts which have been closed, either by customer action or by IB due to no balance, no longer have access to the trading platform but continue to have access to Account Management in order to obtain activity and tax statements.  Access to Account Management is provided using the same User Name and password combination which existed when the account was open and do not require the use of the security device.
 
d. If you are attempting to log into your paper trading account, make sure that you are not using the username and password combination from your live account.
 
 
 

2. Receiving “Login failed” message upon entering security device values

 

a. If operating with a temporary passcode, note that alpha characters are case sensitive and are required to be input in upper case format  

b. If operating a security card or electronic device, note that there are no spaces between characters

 
 
 
 
 

3. I’ve forgotten my username and/or password

 
a. 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.
 
 
 
 
 
 

4. Receiving consecutive “Login progress (attempt #N)” messages.

 
a. Confirm that your Internet connection is active (test by accessing another website). If you are unable to establish an Internet connection you will need to contact your Internet Service Provider for assistance.
 
b. Confirm whether you are operating under a firewall which is blocking the TWS connection. If so, the firewall would need to be re-configured in order to provide access.
 
c. Ports 4000/4001 are being blocked. These ports are often blocked from public connections such as hotels, cafes, etc. and required to be open to accommodate Inbound/Outbound TCP protocol. In addition, if you have a router connected to your computer, these ports must be open on the router.
 
 
 
 
 
 

5. 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, and 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.
 
 
 
 
 
 
 
 

6. 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.
 
 
 
 
 
 
 
 

7. 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.
 
 
 
 
 
 
 
 

8. 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.
 
 
 
 
 
 
 
 
 

9. 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.

Important Note:

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.

 
 
 
 
 
 
 
 

10. 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.
 
 
 
 
 

11. 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.
 
 

 


 

Related Articles:

 

As your agreement for the receipt and use of market data provides, the securities markets (1) reserve all rights to the market data that they make available; (2) do not guarantee that data; and (3) shall not be liable for any loss due either to their negligence or to any cause beyond their reasonable control.

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