Troubleshooting

If you have any problems with this site please contact us and we will be pleased to help.

Our Helpdesk is open 24 hours a day from Monday to Friday.

Tel: 0800 409 6789 or +44 (0)20 7896 0079
Email: helpdesk@igsport.com

Logging in

Nothing happens when I try to log in...

The dealing interface should appear in a new window. If it doesn't, it may be because you have a pop-up blocker running. Please try disabling the pop-up blocker (via the Tools menu for Internet Explorer 7, for example) and log in again.

I've forgotten my password?

Please contact our Helpdesk and we will be happy to help.

What's my username?

You can always log in using your account number and internet dealing password. In addition to your account number, you can also specify a more memorable username to use when you log in.

Once you've logged in, you can change your username and password as often as you like by visiting the My Account section.

How do I get a username and password?

We will send these to you automatically when you open an account.

What happens if I enter an incorrect password?

If you enter an incorrect password too many times in succession, your access to the dealing platform will be suspended for security reasons. If this occurs, you will see a notice to this effect when you try to log in. Please contact our Helpdesk and we will be happy to help.

What if I use a Firewall?

Please see the Firewall/Anti-Virus page for specific details.

Can I use a Mac?

Yes, we support Macs running OS-X and the Safari browser, or Firefox v2.0 or later.

Can I use a mobile phone, PDA or BlackBerry?

You cannot log in to our online platform using a mobile device, but we do offer a full Mobile Dealing solution which is compatible with most devices. Please follow the links to 'Mobile' or contact us for more details.

I'm using the right details, but I can't log in

If you are using the correct username and password but can't log in, please see our System Requirements page to ensure your system is supported.

Why can't I see any prices once I've logged in?

If you are unable to see the Live Prices in the dealing interface, you may need to delete your temporary internet files/clear your cache. You can do this as follows:

> Internet Explorer 7
Select Internet Options from the Tools menu, then choose the General tab. Press the Delete button in the Browsing History section, then press Delete next to Temporary Internet Files.

> Internet Explorer 6
Select Internet Options from the Tools menu, then choose the General tab and press the Delete Files button in the Temporary Internet Files section.

It may also be worthwhile your Java cache. If you are using Windows, click the Start menu then Control Panel. From the Control Panel, select the Java icon. Once in the Java panel, select the option to 'clear cache' or 'delete temporary files' or similar (the exact details will vary considerably depending on your versions of Windows and Java).

> Netscape, Mozilla
Select Preferences from the Edit menu, then expand the Advanced section and select Cache, then press the Clear Cache button.

> Firefox
Select Options from the Tools menu, then select the Cache section and press the Clear button.

> Safari
Select Empty Cache from the Safari menu.

If you still have problems viewing live prices, please visit our Java page for more help.

I've logged in, but all I get is a blank screen

This problem is sometimes caused by a small piece of rogue software on your system (the kind of thing that you might accidentally pick up while browsing the internet). This can often be solved by running software such as Ad Aware, which can be downloaded free of charge from here.

Why am I getting an 'expired server certificate' message?

If you are using Internet Explorer 5, you may have an out-of-date root security certificate in your browser's security store. You can update this certificate by visiting the Verisign support site (follow the on-screen instructions).

Any Questions?

Freephone 0500 913 911
Please see contact page for support/trading lines

Help