Troubleshooting

What should I do if I get Login Failed?

"Login Failed" means you have entered a wrong User Id and Login Password combination more than 3 times and that your IB access is locked.
Call +297 527 7777 for assistance

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What should I do if I have the following error message: "Your request has timed out. For a transaction request, please check the status on your dashboard or contact the Bank"?

Check your dashboard to verify the transaction status or call +297 527 7777 for more details.

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What does Time Out mean?

After a period of inactivity on the service, the system will automatically log you out.

Individual user: 10 minutes
Corporate user: 15 minutes

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My Security Token displays the message Locked. What should I do?

Call +297 527 7777

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What should I do if I get Authentication Failed when using my Security Token?

This could be a wrong "Challenge" or "Token response" being inserted. Please ensure that the "Challenge" is correctly entered on the Security Token and that the "Response" provided by the Security Token is correctly inserted on IB. If the problem persists, call +297 527 7777

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Why do I have "ERROR" when trying to change my Token Password?

The new PASSWORD is a too easy combination (e.g.: 12345)

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