CFDs are complex instruments and come with a high risk of losing money rapidly due to leverage. Excess volatility increases risk further. Be cautious. Past performance is not an indication of future results.
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Scope first

Only you, or everyone? · Nigeria

Two questions can be asked of a screen that has stopped behaving. «What is wrong» needs somebody else. «How far does this reach» takes two minutes and you can answer it alone. This page is only the second question — the reach of a fault, and what each answer rules out.

Reach has four sizes: this device, this account, this instrument, everybody. Each is established by its own test and hands the problem to a different owner. Settle it before writing to anyone.

The four tests

How reach is established, in the order the tests cost you

Run them from the cheapest. Each one you pass removes an owner from the list.

Second device. The Exness Trade app, the browser terminal and the desktop terminal reach the same account. Repeat the exact action on a second one; success there closes the device question.

Second instrument. Try the same action on another symbol. A refusal that follows you across symbols is not about the symbol.

Second account. A practice account sits beside the funded one and answers the same buttons. A refusal on one and not the other is account state, not software.

The clock. Note the minute, with time zone. Reach that switches on and off at a fixed hour is a schedule, and a schedule is nobody's fault.

Reach: this device only

It follows the machine, not you

Is the platform down, or is it this computer?

The second-device test settles it in a minute and nothing else does. Reaching the account from the phone while the desktop refuses puts the fault on the desktop or its connection, and no message to anybody will move it.

It worked on this laptop yesterday and does not today.

Something on the machine changed even if you did not change it: a network, an update, a clock that drifted. Accounts live on the server, so the account did not change with it.

Two browsers on the same computer behave differently.

That is the second-device test giving a clean result on one machine. The difference is local — an extension, a cache, a blocked script — and the account side is ruled out.

The desktop terminal refuses to start on an older machine.

The desktop build asks for Windows 7 or later, about 1 GB of memory and 100 MB of free disk space. Below that the reach is exactly one machine, and the browser terminal and the phone app reach the same account without it.

Reach: this account only

It follows you across every device

Two people pressed the same button and only one was refused.

Then the button works and the difference is a state held against one account: verification not finished, a login that only reads, a figure that is smaller on one side. State is invisible to the person next to you.

A screen changed behaviour and nothing changed on your side.

Account state moves without you touching it — a review completing, a position opening, free margin falling as prices move. Which field the account decides.

Somebody with the same broker sees an option that is missing here.

Options are attached to the account rather than to the application, and two accounts are rarely in the same state on the same day. Comparing screens with another person establishes nothing about either one.

The status has said «in review» since yesterday.

Registration takes a few minutes and identity verification is usually approved within about 24 hours. Inside that window the reach is one account and the only action available is waiting. What a returned document means.

Reach: this instrument only

It follows the symbol, and often the hour

One symbol is still while everything else moves.

Instruments keep their own hours, and those hours differ between currencies, metals and share CFDs. One frozen symbol beside a moving screen is a calendar answer, not a software one. What the trading clock causes.

It goes wrong at the same minute every day.

A fault with a timetable is a schedule. The daily changeover falls at a fixed hour and reaches every account at once, which is why it looks personal only to whoever is watching at that minute.

It only goes wrong at the end of the trading week.

Currency trading pauses for the weekend. Reach there is total and the cause is a calendar, so there is nothing to report and nothing to fix.

Two symbols on one screen disagree about whether trading is open.

Expected, not a contradiction. Each instrument carries its own session in its specification inside the terminal, and the specification outranks the impression the screen gives.

Reach: everybody

When the answer really is «everyone»

How would you know if it really is everyone?

Only from the broker's own channels. Everything else is a sample of people who are also guessing, and a crowd repeating a symptom is not evidence of its reach. Where to ask, and with what attached.

Is there anything worth doing while it is everyone?

Record rather than retry. Note the time, the wording and the account number, and leave the position size alone — a wide reach is not an instruction to trade. Repeated clicking during a wide fault produces duplicates you will be reading about later.

The official channels are busy at exactly that moment.

Consistent with a wide reach, and a reason to send one message rather than five: a second message resets the thread somebody had already started reading.

Trading is risky and may not be suitable for everyone. This is an independent guide and not customer support: it cannot see or act on any account.

Reach does not apply

Four questions the scope test cannot answer

The market went the other way — whose fault is that?

Nobody's, and the reach test returns nothing because a direction is not a fault. What can be examined afterwards is size, level and timing. What the safeguards did and did not do.

Everyone else appears to be doing well out of this.

Reach cuts both ways: you cannot see anybody else's account, and nobody posts a screenshot of a bad week. Past performance is not an indication of future results, and neither is somebody else's.

A message offers to fix the account for a fee.

Nothing about an account is fixed by a stranger and no fee opens a door that is closed. Change the Personal Area password, switch on two-factor authentication, and treat the message itself as the thing to report.

Somebody promised the next trade would work.

Nobody can promise what a trade will return. That sentence has no reach to measure and no fault to fix — it is information about the person who said it.

The wrong crowd is worse than no crowd

Reach is the one thing a group chat cannot establish. The people answering share your symptom, not your device, your account state or your instrument — so agreement between them reads as confirmation and is nothing of the kind. The four tests above take minutes and end in a line you can put in a report: «fails on desktop and app, funded and practice, one symbol only, from 21:00 local». That sentence outranks the paragraph it replaces.

What broke, not how far

The other question, sorted by the screen the symptom appeared on.

Fault desk

The full sequence

Six checks in a fixed order, with what each one rules in and out.

Open the sequence

Whose problem it becomes

Once reach is known, the owner follows from it.

Assign the owner

The second account is the cheapest test on the list

Three of the four tests need a place to repeat the action, and a practice account funded with virtual money is that place. The button opens the official exness.com sign-up through a partner link.

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