Account questions
Who can help with an Exness account
Anything that touches the account itself — money, documents, access, restrictions — is decided by Exness. Exness Support is reached from inside the Personal Area: the Support hub for tickets and live chat. Partner Support helps find the right place and explains the steps.
In short
- Account decisions: Exness Support in the Personal Area. How-to questions: Partner Support.
- Before writing, collect the facts: date, amount, transaction or account number, the exact message on the screen.
- Real support never asks for passwords or one-time codes.
Which problem goes where
| Problem | First check | Who decides |
|---|---|---|
| Cannot sign in, wrong password, codes do not arrive | Sign-in & codes: which password goes where, resetting, codes. | Exness Support |
| Documents rejected or pending | The reason shown in the verification section; common fixes. | Exness |
| Deposit not credited or deposit unavailable | Status in the transaction history; first deposit help. | Exness Support |
| Withdrawal pending, rejected or not received | Status, verification, the payment option used for deposits; withdrawal help. | Exness Support |
| A trade closed at an unexpected price | The trade history: open and close time, price, stop loss. See gaps and slippage. | Exness Support |
| Platform or chart not working | Log out and back in; another browser or the app; a stable connection. | Exness Support (Exness platforms category) |
| Not sure where a button is or what a step means | The pages of this site. | Partner Support |
How to reach Exness Support
- Sign in to the Exness Personal Area (website or Exness Trade app).
- Open the help section: the Support hub creates a ticket in the right category; live chat answers in real time.
- Put the facts in the first message: date, amount, account or transaction number, what was expected and what happened, and the exact error text. A screenshot helps.
- Keep one ticket per problem and reply in the same thread instead of opening new ones.
Writing from inside the Personal Area matters: the request is linked to the account, and nobody can pretend to be the client. A short question often gets an automatic answer first; a complete description with facts is what moves it to a person.
Rules that are easy to break by accident
- Use only your own documents and your own payment accounts — not a relative's or a friend's.
- Keep one Personal Area per person; do not register again to get around a problem.
- Do not let anyone else sign in or trade on the account.
- Availability depends on the country of residence; moving to another country is a question for Exness Support before trading from there.
Restrictions on an account are decided and explained by Exness. Partner Support cannot see the reason or lift a restriction.
Coming back after a break
- Sign in on the official page; if the password is forgotten, see resetting the password.
- Check the accounts list: real and demo accounts are on separate tabs.
- Update the Exness Trade app or MetaTrader 5 before trading.
- Before a first trade after a pause, a few orders on the demo account bring the habits back.
Fake support: how to recognise it
Signs of a scam: a message that asks for a password, a one-time code or a document photo; a “manager” who offers to trade for you; a promise of fixed profit; someone who offers to recover lost money for a fee; a request to send money to a person or a wallet. Real support — from Exness or from Partner Support — does none of this.
If a password or code has already been shared, change the password in the Personal Area at once and tell Exness Support.
Questions people ask
Does Exness have live chat?
Yes — Exness Support offers live chat and a ticket system (the Support hub) inside the Personal Area.
Can Partner Support unblock my account or speed up a withdrawal?
No. Only Exness can change an account or a payment. Partner Support can explain where to ask and what information to include.
Someone on WhatsApp says they are Exness support. Is it real?
Treat it as suspicious. Account questions are handled through the Personal Area. Never share passwords, codes or document photos in a chat.