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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The report

Open the panel first, collect six lines, then send it once · Nigeria

The difference between a fault closed today and a fault closed on Thursday is the first message. A report missing the timestamp buys a question; a report carrying all six lines buys an answer. Here is what to collect and where each kind of problem goes.

Anything that needs someone to look inside your account — access, a transfer, verification, an order that was refused at a specific second — goes to the broker’s own support, which runs around the clock through live chat, email and a help centre. A sentence on this site you could not follow goes on the form below.

The six lines

What to copy before writing a word

1. The exact wording. Letter for letter, or a screenshot. A summary loses the part that identifies the cause.

2. The time, with its zone. Server time from the platform, not the clock on your wall. An incident with the wrong timestamp is an incident nobody can find.

3. The account number. The trading account the action happened on, taken from the history row rather than from memory.

4. What you were doing. One sentence: the instrument, the size, the direction, the button.

5. What you already ruled out. Which of the six checks you ran, and what each showed — especially whether it also fails on a second device.

6. The reference, for anything about money. The identifier of the transfer or the withdrawal request, from the sending side or the transaction list.

Routing

Which channel owns which problem

Money is stuck, or an account will not open.

Broker support, immediately, with lines 1, 2, 3 and 6. Nothing on an independent site can move a transfer or unlock a door.

An order was refused with a message.

Read the wording first: a refusal that names a box is answered by changing that box, with no message at all. Message decoder.

The terminal will not connect from one machine only.

That is your device. A report will confirm what step three already told you. Open the sequence.

A number does not add up.

Recompute it before writing. Arithmetic that closes needs no reply; arithmetic that does not becomes a much better question. Recheck a number.

A sentence on this site was unclear.

That is what the form below is for, and it is the only thing it is for.

Never

Four things that go in no message, on any channel

A password. Not the Personal Area one, not the platform one, not «just the first characters». No legitimate request for one exists.

A code from a message. The confirmation code proves it is you; handing it over hands over the account.

A card or full payment number. Describe what happened and quote the reference instead.

A document photo, to this site. Identity checks happen with the broker. Nothing here can verify anything, so nothing here should hold anything.

Anyone contacting you privately to offer account recovery, a released transfer, or trading on your behalf is not part of any support process. Nothing on this page should be read as endorsing such an approach.

What a reply from this form looks like

  1. An ordinary email

    No ticket, no chat window — a message to the address you typed.

  2. Written by a person

    Plain words, not a template with a name pasted into it.

  3. One thread

    Replying on the same email keeps question and answer together.

Send a question about a page here

An email address to reply to is enough. No account details, no passwords, no documents.

The form is run by the team behind this site, an independent Exness partner — not Exness support, with no access to any account.

Three things no channel will answer

  • «Was that trade a mistake?» Support settles access and payments; the trade is not theirs to judge, and it is not this site’s either.
  • «Should I open this position?» Nothing here is aimed at your situation, and no reply from either route is permission.
  • «Can you make it faster?» A second message during a review restarts the queue rather than shortening it. One report, then wait.

Before the next report

Faults arrive out of order; the six checks put them back into one. If the problem is sorted by how urgent it is rather than by screen, the urgency FAQ gets there faster.