What to include in a TWS support request

Quick answer

A useful support case shows one symptom, its time, and the exact action that caused it. Include the TWS version, platform, full error text, and a needed screenshot or log. Keep passwords and webhook tokens out of the case.

Educational software guidance. Trading involves risk. Read the financial and information disclaimers.

Step by step

1 Record the TWS version from Help → About Trader Workstation and your operating system.
2 Write the shortest sequence that reproduces the issue and note whether it occurs in paper or live.
3 Add the full error, contract description, timestamp, and time zone.
4 Attach a screenshot of the affected panel and the needed exported diagnostic log.
5 Explain the expected result and the actual result, plus any single change that alters the behavior.

A practical example

A useful short report could say: after I reconnect, one stock quote stays blank, while another quote updates. Add the exact product, time, version, and log. That gives support a clear comparison. A report that says the whole app is broken is harder to investigate. Keep the case small and repeatable. Include the screen that shows the issue, not a full desktop full of unrelated account details.

Illustrative scenario, not a record of a trade placed during this review.

Screen reference

TWS About dialog showing build 10.51.1b and the macOS Java environment — This documentation session used TWS 10.51.1b. The account title was excluded from the capture. Captured in TWS paper mode on 3 October 2026. Open the image for full size.

How to confirm the result Support should be able to identify the event and reproduce or investigate it without asking for credentials.

Mistake to avoid

An unexplained screenshot of the whole desktop often exposes extra details without finding the problem.

Common questions

Should I include my password?

No. Support does not need it in an issue description.

What if the issue is intermittent?

Record several timestamps and what was happening before each failure.

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Financial and information disclaimers

Financial disclaimer

These guides explain software. They are for education, not financial, investment, tax, or legal advice. No example is a suggestion to buy or sell a product or use a trading strategy. Trading can lose money, including all funds you put at risk. With margin, futures, short sales, or some options, losses can exceed your starting funds. Automation can fail, send duplicate orders, or act late. Stops do not guarantee a fill or a price. Review your orders and positions, and seek advice from a qualified professional for your own needs. Paper trades, examples, and past results do not predict live results or promise a profit.

Information disclaimer

This is general help based on the sources and check date shown on the page. Screens, settings, fees, data access, and product support can change or differ by app version, account, country, and broker. The content may contain errors or become out of date; accuracy, completeness, and continuous service are not guaranteed. Check current broker and app instructions before acting. Screenshots show where controls are; they do not prove that an order test passed. This guide does not replace broker terms or risk notices. References to IBKR and TradingView identify their products and do not imply their endorsement of this guide.