Sign-up faults

Refused at the door: what each rejection is really saying · Nigeria

Opening an account is short. Getting it verified is where it stops, and it stops for a small number of reasons that all look the same from outside. Each one below names what the screen is checking, what to look at, and what a second attempt should contain.

Verification compares three things: the name and address you typed, the document you uploaded, and whether the image is readable. A rejection is almost always one of those three failing a comparison — not a judgement about you, and not something a second upload of the same file will change.

What the process actually asks for

A valid email address and phone number, a government-issued photo ID such as a passport, national ID or driving licence, and a proof of residential address. Registration takes a few minutes; identity verification is usually approved within about 24 hours. You must be of legal age and a resident of an eligible country.

Refusal 1

The confirmation code never arrives

Check: the spam folder first, then the address itself — a typo in the email at registration produces a code that was delivered correctly to nobody. On the phone side, check that the country prefix is the one in front of the number.

Second attempt: request one new code and wait. Requesting three in a row can invalidate the earlier ones, so a stack of arriving codes leaves you entering an expired one.

Escalate when: the address is right, one code was requested, and nothing arrives within the day. That is a support matter, and the account email is the thing to quote.

Refusal 2

The document was sent back

Check: whether all four corners are inside the frame, whether a flash has washed out the number, and whether the document is currently valid. A cut corner and an expired date are separate reasons with the same wording.

Second attempt: photograph the document flat, in daylight, on a plain surface, with no fingers over the edges. Send one file rather than several versions of it.

Escalate when: a clean, valid, fully visible document comes back twice. At that point the reason is not the image, and only support can see what the review recorded.

Refusal 3

The name does not match

Check: the spelling and the order of the names typed at registration against the document, letter for letter. Middle names, initials, hyphens and a swapped first and last name are all mismatches to an automatic comparison.

Second attempt: correct the profile to match the document exactly, then re-upload. Editing the profile is the fix; editing the photo is not.

Escalate when: the legal name genuinely differs from an older document. That needs a person, and it needs the supporting paperwork attached to the first message. Report it properly.

Refusal 4

The address proof is not accepted

Check: that the document shows your name, the full address, an issue date inside the accepted window, and the issuer. A statement cropped to hide the address defeats its own purpose.

Second attempt: use a document that carries all four elements on one page, and send the full page rather than a screenshot of part of it.

Escalate when: the address on file has changed. Update the profile first — a proof that disagrees with the profile is a mismatch even when the document itself is perfect.

Refusal 5

The status says «in review» and stays there

Check: how long it has actually been, in hours rather than in impatience. Inside the usual approval window there is nothing to fix.

Second attempt: none. Uploading again during a review restarts the queue rather than shortening it, which is the most common way people make this one longer.

Escalate when: the window has clearly passed. One message, with the account email, the submission date and the document type, is enough.

Requirements and processing times are set by the broker and shown in the Personal Area; this is an independent guide and cannot approve, refuse or accelerate any verification.

Can trading start before verification finishes?

What is available before approval is shown on the account itself. A practice account needs no documents at all and is available immediately. Practice account faults.

The account exists but says trading is disabled.

That is an account state rather than a ticket problem. Check whether verification is complete and whether you are signed in with a read-only login. Message decoder.

Two-factor authentication is asking for a device I no longer have.

Nothing on the sign-in screen resolves this. It is a support matter from the first minute, and the account email is what identifies you.

Which password belongs to which screen?

The Personal Area takes the registration email and password. MT4 and MT5 take an account number and a separate platform password. Confusing them is not a refusal, it is the wrong door. Open the sequence.

Money next

Once the door opens, the next class of faults is transfers that have not landed.

Money that has not arrived

Pick the right type

Which account you open changes what the deposit screen will accept.

Wrong account, not a bug

Start with no documents

A practice account skips this whole page and still teaches the platform.

Practice account faults

Nothing on this page applies to a demo

A practice account needs an email address and a password, no documents at this stage, and it opens immediately. The button opens the official exness.com sign-up through a partner link.

Open a free demo at Exness