Troubleshooting
We are keen to provide you with a quick and trouble-free online dealing experience. However, if you have any difficulties with our site please contact our Customer Services Helpdesk.
Freephone: 1800 601 700 or call (03) 9860 1700
Email: helpdesk@igindex.com.au
Frequently asked questions
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 IG Index 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. You can get started in minutes 24 hours a day by visiting the Open an Account section.
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.
I'm using the right details, but I can't log in
The betting interface uses a Java applet to supply streaming betting prices. In order to use this applet, you must be using a machine with certain software items installed. If you are using the correct Username and Password but can't log in, it is probably because you are missing one of these software components. Please see the System Requirements page for more details.
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. Once you are there, scroll to the bottom of the page, click on the link labelled Application in the black box and follow the on-screen instructions.
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
Select Internet Options from the Tools menu, then choose the General tab and press the Delete Files button in the Temporary Internet Files section.
> 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 Settings page for more help.
Any Questions?
Freecall 1800 601 700
Please see contact page for support/trading lines
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