Phone inquiries: recommended where there is time sensitivity, for example, a problem with an order or trade. We suggest Ticket or Chat instead of phone for the following areas: funding, tax, statements, dividend & corporate actions. For trading advice and strategies call PTI ProDirect at 1-800-821-4967. For account inquiries, order problems and technical assistance, call IB at 1-877-442-2757.

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.

Chat: our new chat service is accessible via the Account Management panel after you Login. It is designed to connect you to the service specialist best qualified to answer your question. Because it is authenticated and uses secure communications, we 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 Chat for Funding/Banking and Account Application inquiries.

Email: Help@PTIProDirect.com. Old and slow technology, but it works. We will continue to support email inquiries, but email will always receive lower priority than the other service channels. Urgent, or time sensitive questions should never be submitted by email.