Account-level faults

Wrong account, not a bug · Nigeria

A group of complaints has nothing to do with the platform and everything to do with which account the order landed on. The screens are identical, the behaviour is not — and the field that explains it sits one click away, in the account list rather than in the terminal.

Find the account number on the order before diagnosing anything. A Personal Area can hold several trading accounts plus a demo, all reachable from the same terminal window. «It behaved differently yesterday» is frequently «yesterday was a different account».

Where the account number lives

It is on the row in the order history, in the account selector at the top of the terminal, and in the account list inside the Personal Area. Those three should agree; when a report to support omits it, the first reply is a request for it.

Symptom 1

A commission line appeared on the trade

What you see: the history row carries a charge separate from the price difference, and an earlier trade of the same size carried none.

The field behind it: the account type. Some accounts carry the cost inside the spread and show no commission at all; others quote a tighter spread and bill a separate line — Raw Spread and Zero work that way, Standard and Standard Cent do not.

What to do: compare the two orders by account number, not by date. Two different products with two different cost shapes is the whole of it, and neither one is an error.

Symptom 2

The spread is not the number you read somewhere

What you see: a figure quoted for the account type does not match the gap on your screen at this moment.

The field behind it: two of them. Published figures for an account type are starting points — Standard begins at a wider level than Pro, and Raw Spread and Zero start tighter still — and the live gap on any of them widens in thin hours and at the daily changeover.

What to do: note the instrument and the minute before comparing anything. A gold spread at a quiet hour and a major pair at a busy one are not the same measurement. Closed, not broken.

Symptom 3

The size you want is refused, or lands too big

What you see: «Invalid volume» on a size that worked elsewhere, or a result a hundred times larger than expected.

The field behind it: a Standard Cent account measures in cent-sized units, so the same typed number represents a very different amount of money than it does on the other account types. Moving between them without changing the size box is the single tidiest way to be surprised.

What to do: check the account type on the order, then the size step in the instrument specification, then the volume box. In that order. Rejected orders.

Symptom 4

The deposit screen refuses the amount

What you see: a figure that the funding screen will not accept for the account you picked.

The field behind it: account types differ in what they require to open. Standard and Standard Cent start from a $10 minimum deposit; Pro, Raw Spread and Zero start from $200.

Minimum deposit applicable; may vary based on payment method or geographic location.

What to do: either fund the account you have to its own floor, or open the type that matches the amount you intend to use. Both are done in the Personal Area, and neither needs a support ticket.

Symptom 5

The platform will not connect this account

What you see: an account that signs in fine in one place and returns «Invalid account» in another.

The field behind it: not every account type is offered on every platform. Standard Cent is a MetaTrader account; the others are also reachable through Exness Terminal. A correct password on a platform that does not carry that account produces the same refusal as a wrong one.

What to do: check the platform list for that account type in the Personal Area, then check that the server was picked from the list rather than typed. Message decoder.

Symptom 6

An overnight adjustment on one account and not another

What you see: the same instrument, held the same length of time, charged differently on two accounts.

The field behind it: the account configuration, including whether a swap-free arrangement applies to it. The instrument specification is read per account, not per instrument name.

What to do: open the specification while signed in to the account in question, and compare it with the row in the history. If the two disagree, that is worth reporting; if they agree, the arithmetic is doing its job. The moving parts.

Trading is risky and may not be suitable for everyone; account conditions differ and are shown in the Personal Area before an account is opened.

Two things changing the account type will not fix

A losing trade. A tighter spread changes the cost of entering, not the direction afterwards. Switching accounts after a bad week solves the wrong variable.
An automatic close. That comes from margin, and margin follows size and leverage on any account type. Protection that did not protect.

Check the arithmetic

Cost inside the spread versus a separate line — recompute before switching anything.

Recheck a number

Try both for free

A practice account can be created on more than one type to see the difference.

Practice account faults

Open a second one

Where account types are created, and what the screen asks for.

Refused sign-ups

Compare account behaviour before it costs a trade

Two practice accounts of different types make the cost shapes visible side by side, with virtual money on both. The button opens the official exness.com sign-up through a partner link.

Open a free demo at Exness