Choose the support route for your problem
| Problem | Official route | Useful information |
|---|---|---|
| Deposit or withdrawal | Transaction history and Support hub | Transaction reference, amount and currency |
| Order or execution | Trading support ticket | Order number, symbol and event time |
| Cannot enter Personal Area | Password recovery; official contact channel if recovery fails | Registered email and exact error, supplied only to Exness |
| EA or terminal fault | Relevant platform/VPS ticket category | Terminal version, server and log excerpt without secrets |
Open and follow a ticket
After signing in, open Support hub, choose Open a ticket and select the issue category. Describe the event, attach the requested evidence and submit. My tickets shows the ticket ID and status; use the existing case when adding information about the same incident.
For an HKD payment into an account with another currency, give both the bank debit and trading-account credit, with their currency labels. Include the time zone: a Hong Kong timestamp and a terminal timestamp may otherwise appear to describe different events.
Keep credentials out of a support summary
Never send a trading password, one-time code or complete card details in a screenshot. Crop unrelated personal information and use the authenticated upload route for requested evidence. An unexpected request to approve an action is not made legitimate by a familiar logo.
If the response does not address the disputed transaction, state the unanswered point and retain the ticket reference. Formal complaints follow the procedure for the entity named in your agreement, not a different Exness group company.
CFD trading risk
Leveraged CFDs can cause substantial losses, including the money in your trading account. Margin is not a loss limit, and a stop-loss does not guarantee its execution price.
Primary sources reviewed:
Sources accessed on 16 September 2026. Product conditions have account and regional limits; numerical examples use stated assumptions.
Primary references
- Exness: Support hub
- Exness: official communication channels
- Exness: account security
- Exness: password recovery
Reference links lead directly to the cited documentation.