Troubleshooting

What should I do if I get Login Failed?

Answer
  • "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 (+248) 428 6879 for assistance

Did you find this information helpful?

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"?

Answer
Check your dashboard to verify the transaction status or call (+248) 428 6879 for more details.

Did you find this information helpful?

What does Time Out mean?

Answer
After a period of inactivity on the service, the system will automatically log you out.
  • Individual user: 10 minutes
  • Corporate user: 15 minutes

Did you find this information helpful?

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

Answer
Call (+248) 428 6879

Did you find this information helpful?

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

Answer
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 (+248) 428 6879

Did you find this information helpful?

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

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

Did you find this information helpful?