Interactive Brokers customer service

When you contact a broker, whether you are a beginner investor or an experienced trader, you’ll be looking for customer service that is fast and truly helpful. These qualities, in turn, will depend on the range of available channels and the relevance of their responses.

To be able to tell at a glance what you should expect from Interactive Brokers’s customer service, we collected the following must-know information.

Visit broker

Customer service
3.4

Interactive Brokers's customer service could be better. You can contact them via phone, email, live chat and an automated 'iBot', and receive mostly relevant answers. However, waiting times can be long and most options are not available 24/7.
Pros Cons
Phone support No 24/7 support
Live chat Slow support
Relevant answers

You can contact Interactive Brokers via:

  • Live chat
  • Phone 
  • Instead of email, you have to use the 'Message Center' that is accessible from the Client portal

Customer service is available in several regions and languages, namely English, Russian, Chinese, Indian and Japanese.

Our experience with customer service was mixed. It was especially problematic in January 2021, when IB migrated its EU users from the UK to other entities.

Regional Service Desks and hours of operation
Location Number Hours of operation (Time Zone)
United States 1 (877) 442-2757 Toll free
1 (312) 542-6901 Direct dial
14:00 (Mon - Fri) - 02:00 (Tue - Sat) (Europe/Berlin)
19:00 (Sun) - 01:00 (Mon) (Europe/Berlin)
Canada 1 (877) 745-4222 Toll free
1 (514) 847-3499 Direct dial
14:00 - 23:30 (Mon - Fri) (Europe/Berlin)
Europe 00800-42-276537 Toll free
+41-41-726-9500 Direct dial

+44 207-710-5695 Direct dial (United Kingdom)
09:00 - 18:00 (Mon - Fri) (Europe/Berlin)
Russia 8-800-100-8556 Toll free
+41-41-726-9506 (Russian)
08:00 - 17:00 (Mon - Fri) (Europe/Berlin)
Hong Kong +852-2156-7907 Direct dial 02:00 - 11:00 (Mon - Fri) (Europe/Berlin)
Australia +61 (2) 8093 7300 Direct dial 00:30 - 10:00 (Mon - Fri) (Europe/Berlin)
India +91 22 61289888 Direct dial
+91 22 39696188 Direct dial
02:30 - 14:00 (Mon - Fri) (Europe/Berlin)
China +86 (21) 6086 8586 Direct dial 03:00 - 12:00 (Mon - Fri) (Europe/Berlin)
Japan +81 (3) 4588 9700 Direct dial
+81 (3) 4588 9710 Direct dial (English)
01:30 - 10:30 (Mon - Fri) (Europe/Berlin)

We had lots of problems with customer service when we tested it in 2018, with long wait times being one of them. On one occasion, we sent an inquiry in English and received an answer email only after four days — in Russian.

In 2019 we tested the chat, email and phone support, three times each. Compared to 2018, the Interactive Brokers customer service improved a lot, we did not encounter any major problems. Email responses arrived within a day. The wait time for a representative in a live chatroom was rather long (e.g. more than three minutes), but after they came online, the experience was smooth with relevant answers.

The waiting time for a phone call was around one minute.

In January 2021, customer services collapsed for Europeans as lots of clients had to migrate from the UK entity to another one because of Brexit. Messages went unanswered for 5-10 days and it was not possible to contact IB by phone either.

IB provided vague and often confusing messages as to how the migration works and what can and can't be done after migrating an account. Many users said they were not able to convert currencies following the migration process.

We expect customer support to return to its baseline service level after the Brexit mess is dealt with, but it was still shocking to see the level of mismanagement.

Also, lack of 24/7 availability is still a problem.

Interactive Brokers review - Customer Service

Visit broker More

Check out our summary on Interactive Brokers’s customer service compared with similar brokers, Saxo Bank and TradeStation Global.

Interactive Brokers customer service vs. similar brokers
Interactive Brokers Saxo Bank TradeStation Global
US discount broker Danish investment bank UK-based global stockbroker
How fast was customer support when we tried? OK OK Fast
Quality of Customer service answers Good Good Good
Live chat available Yes No No
Phone available Yes Yes Yes
Email available Yes Yes Yes
24/7 availability No No No

Let's continue with a more detailed description of Interactive Brokers’s customer service features.

Interactive Brokers customer service
Available customer service channels at Interactive Brokers

One of the most essential components of a well-functioning customer service is the number of channels through which you can reach out for help. Usually, the more communication platforms there are, the more likely it is that somebody will answer your questions in time.

You can get in touch with Interactive Brokers in the following ways.

  • Live chat
  • Phone
  • Email
  • Please note that Interactive Brokers is not available 24/7, so keep that in mind before reaching out for help with an issue that needs an immediate response.

    Interactive Brokers customer service
    Interactive Brokers customer service quality

    We define the quality of a broker's customer service based on its response speed (e.g. if they answer the phone within a few minutes, it counts as quick, but if they make you wait a lot, that’s considered a poor response speed) and their response relevance (i.e. whether they provide a clear answer to your questions or an ambiguous one that needs further clarification).

    Response speed at Interactive Brokers

    Live chat

    Interactive Brokers’s live chat speed varies from session to session. One day they respond in a minute; at other times, they make you wait for at least a few minutes.

    Phone

    On the phone, Interactive Brokers’s speed is somewhat mediocre. Sometimes they are fast, but sometimes you'll have to wait for 3-4 minutes, which is not bad but not very good either.

    Email

    Interactive Brokers is quite unpredictable. Sometimes answers come pretty fast, but getting feedback only after 2 days is also not unheard of.

    Response relevance at Interactive Brokers

    Live chat

    You’ll find what you need. Interactive Brokers’s live chat provides clear and detailed information to any questions you may have.

    Phone

    On the phone Interactive Brokers provides all the necessary information in an easily comprehensible way, paying attention to your concerns and giving the right answers.

    Email

    You’re in the right place for further information. Via email, Interactive Brokers provides you with all the necessary answers to your questions, getting back to you with a detailed and clear summary.

    Interactive Brokers customer service
    Interactive Brokers customer service bottomline

    Overall, Interactive Brokers's customer service could be improved in multiple areas. To check out how similar brokers fare compared with Interactive Brokers, use our broker comparison tool here.

    Author of this article

    Gergely Korpos

    Author of this article

    Gergely is the co-founder and CPO of Brokerchooser. His aim is to make personal investing crystal clear for everybody. Gergely has 10 years of experience in the financial markets. He concluded thousands of trades as a commodity trader and equity portfolio manager.

    Gergely Korpos

    Co-founder, CPO

    Gergely is the co-founder and CPO of Brokerchooser. His aim is to make personal investing crystal clear for everybody. Gergely has 10 years of experience in the financial markets. He concluded thousands of trades as a commodity trader and equity portfolio manager.

    Everything you find on BrokerChooser is based on reliable data and unbiased information. We combine our 10+ years finance experience with readers feedback. Read more about our methodology

    Share

    Comments

    ×