8 minute read
How Do I Contact Exness Customer Service? A Step-by-Step Guide
from Exness
by Exness Blog
If you’re wondering, “How do I contact Exness customer service?” you’re in the right place. Whether you’re a newbie navigating the Exness trading platform or a seasoned trader dealing with account issues, reaching out to Exness support is straightforward. You can contact them via live chat, email, phone, or through the Exness Help Center. In this guide, I’ll walk you through each method, share tips for getting quick responses, and highlight what you need to prepare before reaching out. Let’s dive in!
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Why You Might Need to Contact Exness Customer Service
Exness is a global multi-asset broker serving over 1 million active traders, offering platforms like MetaTrader 4 (MT4) and MetaTrader 5 (MT5) for trading forex, cryptocurrencies, stocks, and more. With such a wide range of services, it’s normal to run into questions or issues. Maybe you’re struggling with a deposit that hasn’t shown up, need help with account verification, or want clarification on withdrawal times. Whatever the case, Exness provides 24/7 support in English, Chinese, and Thai, and support in 14 other languages during specific hours.
Let’s explore the main ways to get in touch with their support team.
1. Live Chat: The Fastest Way to Get Help
Why choose live chat? It’s hands-down the quickest way to connect with an Exness support agent in real-time. Whether you’re troubleshooting a trading issue or need help navigating the platform, live chat is your go-to.
How to access it:
Visit the Exness website (exness.com) or open the Exness mobile app.
Look for the chat icon in the bottom-right corner of the website or app.
Click to start a session. If you’re an existing client, have your account number and support PIN ready to verify your identity.
Pro tip: Live chat is ideal for urgent issues like platform glitches or account access problems. Be clear and concise when describing your issue to get a faster resolution. For example, instead of saying, “My account isn’t working,” specify, “I can’t log into my MT5 account because of an error message.”
What to expect: Exness’s live chat is responsive, and you’ll typically connect with an agent within minutes. The support team is trained to handle everything from technical issues to questions about spreads, leverage, or withdrawals.
2. Email Support: For Detailed Inquiries
If your issue requires a detailed explanation or you’re not in a rush, emailing Exness is a solid option. The official email for customer support is support@exness.com.
How to use email support:
Compose a clear email: Include your account number, support PIN (if you’re a registered client), and a detailed description of your issue. For example, if your deposit hasn’t reflected, mention the transaction ID, amount, and date.
Send it to support@exness.com: Exness promises to respond within 24 hours, though it’s often faster.
Check your spam folder: Sometimes, replies might land there, especially if you’re using a strict email filter.
When to use email: Email is great for non-urgent issues like requesting clarification on account types, submitting documents for verification, or reporting potential fraudulent activity. If you suspect a scam or receive a suspicious email claiming to be from Exness (but not from an @exness.com address), forward it to support@exness.com immediately.
Pro tip: Attach screenshots or relevant documents to your email to speed up the process. For instance, if you’re dealing with a withdrawal issue, include a screenshot of the transaction confirmation.
3. Phone Support: For Direct, Personal Assistance
Sometimes, you just want to talk to a real person. Exness offers phone support, and the main customer service number is +357 25 030 959. Depending on your region, additional numbers may be available, so check the Exness website for country-specific contacts.
How to use phone support:
Dial +357 25 030 959 for general inquiries. For Cyprus-based clients, you can find a local number in your Exness account portal.
Be prepared to provide your account number and support PIN to verify your identity.
Call during low-traffic times (like Sundays) to avoid long wait times. Wednesdays tend to be the busiest.
When to use phone support: Phone calls are best for complex issues that need immediate attention, like account lockouts or urgent withdrawal problems. However, only about 33% of customers manage to speak with a real person due to high call volumes, so patience is key.
Pro tip: Have all relevant details (like transaction IDs or error messages) ready before calling to make the conversation smoother. Also, note that Exness’s phone support operates under the oversight of regulatory bodies like the Cyprus Securities and Exchange Commission (CySEC), ensuring professional service.
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4. Exness Help Center: Your Self-Service Hub
Before reaching out to support, check the Exness Help Center (get.exness.help). It’s a treasure trove of FAQs, guides, and tutorials covering everything from deposits and withdrawals to trading terminal settings.
How to use the Help Center:
Visit get.exness.help or access it through your Exness Personal Area.
Search for your issue using keywords like “deposit not credited” or “account verification.”
Browse articles on topics like trading hours, account types, or how to change your trading terminal.
When to use it: The Help Center is perfect for common questions, like “How long does it take to verify an Exness account?” (Answer: Usually within minutes, but up to 24 hours for manual checks.) It’s also great for learning about platform features, such as switching between MT4 and MT5 or understanding spreads.
Pro tip: If you can’t find an answer, use the Help Center to submit a ticket directly from your Personal Area. Log in, go to the Support Hub, and create a case. Exness will respond within 24 hours.
5. Social Media and Community Support
Exness is active on platforms like X, where they respond to user queries. For example, their official handle (@exness) often replies to complaints or questions, directing users to submit tickets or send private messages for personalized help.
How to use social media for support:
Visit Exness’s official X account (@exness) or their Facebook page.
Send a direct message (DM) describing your issue briefly.
Avoid sharing sensitive details like account numbers publicly. Exness will likely ask you to create a support ticket or DM them for further assistance.
When to use it: Social media is useful for quick questions or to escalate issues if you’re not getting a response through other channels. However, it’s not ideal for sensitive matters requiring account verification.
Pro tip: Always verify you’re interacting with Exness’s official accounts to avoid scams. Official communications come from @exness.com email addresses or verified social media handles.
Tips for a Smooth Support Experience
To get the most out of your interaction with Exness customer service, keep these tips in mind:
Be prepared: Have your account number, support PIN, and any relevant details (like transaction IDs or screenshots) ready. This speeds up the verification process.
Be specific: Clearly explain your issue. For example, instead of “My money is gone,” say, “I made a $10 deposit via bank transfer on October 29, 2024, at 2:15 AM, but it hasn’t reflected in my account.”
Check the Help Center first: Many issues, like deposit delays or account setup, are addressed there, saving you time.
Avoid third-party platforms: Exness doesn’t use unofficial platforms for support. Stick to their website, app, or verified social media accounts.
Be patient but persistent: While Exness aims to resolve issues quickly, complex cases (like withdrawal disputes) may take up to 24 hours. If you don’t hear back, follow up via email or live chat.
Common Issues and How Support Can Help
Based on user feedback, here are some frequent reasons traders contact Exness support and how they can assist:
Deposit/withdrawal issues: If your deposit hasn’t appeared (like a $10 bank transfer taking longer than 35 minutes), support can track the transaction. For withdrawals, Exness processes 98% instantly, but delays may occur due to your payment provider.
Account verification: If your Proof of Identity (POI) or Proof of Residence (POR) documents are pending, support can guide you through the process. Verification typically takes minutes but may require manual checks.
Platform issues: Struggling with MT4/MT5 or the Exness Trade app? Support can help troubleshoot errors or guide you on switching terminals.
Fraud concerns: If you suspect unauthorized activity, contact support immediately via email or live chat to secure your account.
Is Exness Customer Service Reliable?
Exness customer service is generally well-regarded, with a 4-star rating on Trustpilot based on over 19,000 reviews. Users praise the responsive support and user-friendly platform, though some report issues with withdrawal delays or slow responses during peak times. Only about 23% of users say their issues were fully resolved via phone, so live chat or email may be more reliable for complex problems.
Exness is regulated by multiple authorities, including the Financial Conduct Authority (FCA) in the UK and the Cyprus Securities and Exchange Commission (CySEC), ensuring professional and transparent support. Their commitment to 24/7 support in major languages and instant withdrawals (98% processed in under a minute) makes them a trusted choice for traders worldwide.
Final Thoughts: Get the Help You Need, Fast
Contacting Exness customer service is easy with options like live chat, email (support@exness.com), phone (+357 25 030 959), or the Help Center (get.exness.com). For the fastest resolution, use live chat and have your account details ready. If you’re dealing with a non-urgent issue, email or the Help Center works great. Always stick to official channels to avoid scams, and don’t hesitate to follow up if needed.
✅ Trade with Exness now: Open An Account or Visit Brokers 👈
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