Transfer faults

Open the record before you open a ticket · Nigeria

«It has not arrived» is a feeling. A record either exists or it does not, and which of the three places it is missing from decides everything that happens next. Two minutes of reading turns an anxious message into a specific one.

Check in this order: the receipt on the sending side, the transaction list in the Personal Area, then the balance in the terminal. Stop at the first place the entry is missing — that gap is the diagnosis, and it says who can act.

What each record proves

The sending-side receipt proves the instruction was given, and it carries the reference that identifies it. Nothing else does.

The transaction list proves the account side has an entry, with a stage attached to it.

The terminal balance proves nothing about a transfer at all. It shows one trading account of several, which is why it is the last thing to look at and the first thing people panic about.

Symptom A

No entry anywhere on the account side

Reading: the receipt exists on the sending side and the transaction list is empty. Nothing on the trading side has anything to show yet.

What not to do: repeat the transfer. A second one creates a second thing to reconcile and does not accelerate the first.

What to do: keep the reference and the exact time, and let the stated transit window pass before writing. When you do write, the reference is the message. Report it properly.

Symptom B

The entry exists and the terminal shows nothing

Reading: the transaction list shows a completed entry, so the account side is done. The terminal is displaying a different account.

The check: compare the account number on the transaction with the account number in the terminal selector. A Personal Area can hold several trading accounts and a demo, and each one has its own balance.

What to do: switch accounts, or move the funds to the account you are trading. Neither step needs a message to anybody. Wrong account, not a bug.

Symptom C

The request has a stage and is not moving

Reading: a withdrawal request exists and shows a stage. 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 check: the stage inside the request, and whether the destination details on file match the ones you expect. Read the stage rather than the elapsed time — «pending» describes a position in a process, not a delay.

What not to do: create a second request. Two live requests take longer than one, and cancelling the wrong one afterwards is a further conversation.

Symptom D

The screen refuses the request outright

Reading: this is a refusal with wording, exactly like an order rejection, and the wording names the blocker.

Free margin. Funds supporting an open position are not available to leave. Reduce or close the position, watch free margin change, request again. Protection that did not protect.

Account state. An account that has not completed verification is limited in what it can do, and the limit surfaces here rather than at sign-in. Refused sign-ups.

Wrong account. Funds on one trading account cannot be sent out through another. Move them inside the Personal Area first.

Symptom E

The figures do not agree

Reading: the amount on the receipt and the amount in the transaction list are different numbers.

The check: the currency on both sides before anything else, then the arithmetic. A difference that the two currencies explain is not a charge and there is nothing to report. Recheck a number.

What to do if it still does not close: attach both figures, both currencies and the reference. Two numbers in a message are answerable; «less arrived» is not.

This site is not the broker: it cannot see, release or trace any transfer. Payment options and their timings are shown in the Personal Area.

Before writing

The four items that make a transfer question answerable

1. The reference from the sending side. 2. The date and time, with the zone. 3. The trading-account number the money was meant for. 4. Which of the three records you already checked, and what each one showed.

All four are copied, none are remembered. A message built from them gets an answer in one round instead of four. The rest of the report format is on the report page.

The receipt says completed, so the money is on the account.

It says the instruction completed on the sending side. Those are two different systems, and the transaction list is where the second one reports.

Can the transfer be cancelled after confirming?

Only while the request is at a stage that allows it, and the stage is shown in the request. Past that point the answer is a new transfer the other way.

Nothing is wrong, but the balance keeps changing on its own.

That is not a transfer at all. Open positions move equity continuously, and overnight adjustments post separately. The moving parts.

Support asked for something the records do not contain.

Send what exists and say what does not. An honest gap moves faster than an invented detail.

The one this desk truly cannot help with

Anyone contacting you privately and offering to «release» a stuck transfer, recover a balance, or trade the account on your behalf is not part of any record above. Transfers are visible only inside the Personal Area and to the broker’s own support, which runs around the clock — and no part of that process ever arrives as an unsolicited message.

Refusals with wording

Symptom D belongs to the same family as a rejected order.

Message decoder

Start higher up

The six checks decide whether this page is the right one at all.

Open the sequence

Everything else is free

Only the money screens cannot be rehearsed on a practice account.

Practice account faults

Learn the platform before any money is in transit

A practice account has no transfers to lose and teaches every other screen on this site. The button opens the official exness.com sign-up through a partner link.

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