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Fault desk

Something stopped working. Start from the screen it happened on · Nigeria

This is not a course. It is a desk for the moment a screen refuses you: the sign-in that will not take a password, the deposit that has not appeared, the withdrawal still marked pending, the order the ticket sends back, the terminal that will not connect. Every entry names the check to run and the step after it.

Find the symptom Practise on a free demo

This is an independent guide, not the broker: it holds nobody’s money and cannot open, close or unblock an account. Trading is risky and may not be suitable for everyone.

Before anything else: write down the exact wording on the screen, the time, and what you were doing. Faults are solved by that line, not by a description of the feeling. A screenshot of the message beats a paragraph about it.

First five minutes

Four checks that come before any guessing

These four run in the same order for every fault on this site — a refused login, a missing transfer, a rejected order. They cost nothing and they decide which page below you need.

1. Copy the message, do not paraphrase it. «Invalid account», «Not enough money», «Market closed» and «Trade disabled» point at four different causes and four different fixes. The wording is the diagnosis. Screenshot it with the clock visible.

2. Separate the two passwords. The Personal Area sign-in and the MT4 or MT5 platform sign-in use different credentials. A refusal on one screen tells you nothing about the other, and a great deal of «I cannot log in» is one password entered on the wrong screen.

3. Try the same action from a second place. The Exness Trade app, the browser, and the desktop terminal reach the same account. If the action succeeds in the app and fails on the desktop, the account is fine and the fault sits on the machine or its connection.

4. Check whether the market is open. A recurring group of «the platform is broken» reports arrives at the weekend or in the minute the trading day rolls over. Nothing is broken then; nothing can be traded either.

Triage board

Which screen showed the problem

Faults are sorted here by where they appeared, not by topic. Find the row, open the page, run the check.

Symptom, the screen it belongs to, and the page holding the check.
What you are seeing Screen it belongs to Where the check is
Sign-in refused, code never arrives, documents sent back Registration and verification Refused sign-ups
Deposit not credited, withdrawal still pending, amount short Money screens in the Personal Area Money that has not arrived
Order rejected, filled elsewhere, will not close The order ticket Rejected orders
Terminal will not connect, quotes frozen, chart flat The platform window A chart that shows nothing
A position closed itself, a stop did not hold Open positions and margin Protection that did not protect
A charge, a size limit or a spread you did not expect The account behind the screen Wrong account, not a bug
Nothing moves at all, on every instrument The market calendar Closed, not broken
The message on screen makes no sense Any of them Message decoder
Access

The account will not let you in

The password is right and sign-in still fails.

Check which door you are at. The Personal Area takes the email and password you registered with; MT4 and MT5 take a separate trading-account number and platform password. Neither accepts the other. Refused sign-ups.

The confirmation code never reaches you.

Look in the spam folder, then confirm the address on file is the one you are watching. If two-factor authentication was set up on a phone you no longer use, that is a support matter rather than a retry.

Documents were sent back after review.

Verification is checked against the name and address you typed at sign-up. A photo with a cut corner, a glare across the number, or a document in a different spelling of your name is returned as unreadable, not as a refusal of you.

The account says «in review» and nothing changes.

Registration takes a few minutes; identity verification is usually approved within about 24 hours. Inside that window there is nothing to fix and nothing to resubmit — a second upload restarts the queue instead of shortening it.

You were signed out mid-session.

Sign in again from one device only, and stop trying several at once. Repeated failed attempts from different places look like an intrusion and can lock the door for a while.

Every refusal at sign-up, with what to send instead

Money

The transfer is not where you expect it

The deposit left, and the balance did not move.

Check which account it landed on. A Personal Area can hold several trading accounts plus a demo, and money sent into the wallet is not yet on the account the terminal shows. The transfer between them is a second, separate step.

The withdrawal has said «pending» for hours.

The majority of withdrawals are processed automatically, around the clock, without a person approving them. Processing times may vary depending on the chosen payment method — the stage a request sits at is shown in the request itself.

Less arrived than was requested.

Compare the currency at both ends. A transfer into an account held in another currency is converted on the way, and the conversion is done by the payment provider, not on the trading screen.

The withdrawal screen refuses the amount.

Money supporting an open position is not free to leave. Close or reduce the position, watch the free-margin figure change, then request again. Protection that did not protect.

What is worth collecting before asking about a transfer?

The date and time with time zone, the amount, the currency, the trading-account number, and the reference shown when the transfer was made. Those five lines answer the first reply you would otherwise wait for. How to report it.

The journey of a transfer, checkpoint by checkpoint

Orders

The ticket sends the order back

«Market closed» on an instrument that traded yesterday.

Instruments keep their own hours, and those hours are not the same for currencies, metals and share CFDs. The instrument page inside the terminal lists the session; the clock decides, not the button.

«Not enough money» on an account that clearly has some.

The figure the ticket checks is free margin, not balance. An open position holds part of the balance aside, so the amount available for a new order is smaller than the number at the top of the screen.

«Invalid volume» or «Invalid S/L or T/P».

The size box and the exit boxes both have limits — a smallest step, a largest size, and a minimum distance from the current price. Move the exit level further out, or lower the size, and the same ticket goes through. Rejected orders.

The order filled at a different price than the one on screen.

Between the click and the fill the price can move. Nothing was overridden: an order asks for the market as it is at the moment it arrives, not as it was when you decided.

A pending order sat there and never triggered.

Check the level against the price that actually traded, and check the expiry you set. A level the market approached but did not reach leaves the order exactly where you put it.

The ticket, box by box, as a source of refusals

Platform

The terminal will not connect

«No connection» or «Invalid account» in MT4 or MT5.

The trading account number, the platform password and the server name have to match, and the server is chosen from the list rather than typed. One wrong server is the same message as a wrong password.

Quotes stopped updating but the window is open.

Try the same instrument in a second place — the browser terminal or the phone app. Prices moving there and frozen here is a connection fault on this machine, not on the account.

The chart is a straight line with no candles.

That is a timeframe or a history question rather than a fault. An instrument that has not traded since the session closed has nothing new to draw. A chart that shows nothing.

The desktop terminal will not start at all.

The desktop build needs Windows 7 or later, about 1 GB of memory and 100 MB of free disk space. On a machine below that, the browser terminal and the phone app reach the same account.

The app updated and the account disappeared.

Accounts live on the server, not in the app. Sign in again with the Personal Area credentials and the account list rebuilds itself; nothing was deleted by an update.

Whose side each of these faults sits on

Exness is a global online broker, founded in 2008. Exness is a globally regulated broker, holding multiple licenses from respected financial regulators around the world.

Three things this desk cannot do for you

A fault desk written by an independent site has hard edges, and they are worth knowing before you spend an hour here:

  • It cannot see your account. No page here can read a balance, release a withdrawal, or approve a document. Anything that needs the account itself needs the broker’s own support, and this site can only help you write the message. How to report it.
  • It cannot undo a placed order. A trade that filled at a price you did not want is a completed instruction, not a bug to reverse. What is left is the arithmetic of what it cost — and the setting that let it happen.
  • It cannot tell you what the price does next. «It went the wrong way» is not a fault, and no check on this site addresses it. Anyone offering that answer is selling something.

Where the fault turns out to be a habit rather than a screen, the long version is here: faults people cause themselves and the order the checks run in.

Keep going

Three pages the board keeps pointing at

The check sequence

The six steps to run before guessing, in the order that rules out the cheap causes first.

Open the sequence

Message decoder

The exact wordings a screen uses to refuse you, and the next step behind each one.

Decode a message

Practice first

Every screen on this site exists on a practice account too, where a wrong click costs nothing.

Break things safely

Meet the fault where it costs nothing

Every refusal listed above appears on a demo account as well, with virtual money behind it. Meeting «Invalid volume» or «Not enough money» there costs a minute and teaches the same lesson as meeting it with a deposit at stake. The button opens the official exness.com sign-up through a partner link.

Open a free demo account at Exness