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Exness Customer Support: Support Hub, Live Chat, Languages and Security
Exness support works 24/7 in seven languages through live chat, phone and tickets in the Personal Area's support hub, with replies to tickets within 24 hours. Here is how to reach it, what to prepare, and how Exness verifies it's really you.
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Exness offers support around the clock. Its Help Center says specialists are available 24 hours a day, seven days a week, in English, Chinese, Thai, Vietnamese, Arabic, Hindi and Urdu. Registered clients open tickets from the support hub in the Personal Area, with replies within 24 hours, or use live chat or the phone number shown under "Still need help?". The Exness Trade app and Exness Terminal also include live chat.
Two things make Exness support faster: a detailed ticket in the right category, and understanding how Exness verifies your identity without ever asking for your passwords.
| Availability | 24/7 |
|---|---|
| Languages | English, Chinese, Thai, Vietnamese, Arabic, Hindi, Urdu |
| Tickets | Support hub in the Personal Area; reply within 24 hours |
| Live chat | Support hub, Exness Trade, Exness Terminal |
| Phone | Number shown in the support hub |
| Identity check | Support PIN by SMS or voice, valid 24 hours |
The support hub
The support hub, in the Personal Area's left-hand menu, combines a Help Center search, ticket creation, a chatbot and the support phone number. Your tickets appear under My tickets with a status: New, Under Review, Action Required, Escalated, Reopened, Solution Provided or Closed.
- Open the support hub and select Open a ticket.
- Choose the category (trading, VPS, payments and so on) and the issue type.
- Add your trading account number and a clear description.
- Attach screenshots or screen recordings.
- Review and submit, then follow the ticket under My tickets.
What to include
Exness says the more information you give, the faster it can help, and publishes guides to the evidence its team uses: screenshots, screen recordings, and platform, console and network logs. For trade disputes, platform logs are the most useful; MetaTrader keeps them in the Data Folder's Logs directory.
- Account number and the platform you used.
- Date and time of the problem, with order or transaction numbers.
- Screenshots or a screen recording of the error.
- Platform logs for anything involving execution.
How Exness verifies you: the Support PIN
When support needs to confirm you own an account, Exness sends a Support PIN by SMS or voice message to your first registered phone number, valid for 24 hours. It's separate from your security type. Exness states that support will never ask for your password; only the Support PIN is used to verify ownership.
Anyone who asks for your password or a verification code isn't genuine Exness support. Exness warns that scammers pose as support agents, managers or 'investment specialists' and create urgency to get codes.
Passwords and security types
There are three Exness passwords: the Personal Area password, a trading password for each account, and an optional read-only password that lets someone view an account without trading, which must differ from the trading password. Passwords must be 8 to 15 characters with upper and lower case letters, numbers and a special character. Sensitive actions are confirmed by email, SMS, an authentication app or push notifications in Exness Trade. Our Exness Trade guide explains push security.
Common problems and where to start
| Problem | First step |
|---|---|
| Can't log in to the platform | Check trading password, server and platform build |
| Can't log in to the Personal Area | Use password recovery; check your security type |
| Withdrawal not received | Check its status, then open a payments ticket |
| EA disabled | Check balance and EA settings, then open a ticket |
| Negative balance | Wait for the automatic reset before depositing |
| Lost access to your security type | Change it via face scan; withdrawals pause 24 hours |
The idea portal
Exness also runs an idea portal where clients can suggest and vote on product improvements, separate from support tickets. Use it for feature requests rather than account problems.
When support isn't enough
If a ticket doesn't resolve a dispute, ask for it to be escalated; Escalated is one of the ticket statuses. Exness is a member of the Financial Commission, an external dispute-resolution body whose compensation fund covers its judgments of up to €20,000 per client. Our Exness regulation guide explains which company holds your account.
Which channel to use
| Need | Best channel | Why |
|---|---|---|
| Quick question about a feature | Live chat | Fast answer while you trade |
| Payment, withdrawal or trade dispute | Ticket | Reference number and status trail |
| Urgent account access problem | Phone or live chat | Immediate contact |
| How-to and rules | Help Center search | Instant, no wait |
| Feature suggestion | Idea portal | Visible to the product team |
Ticket statuses
Exness lists seven ticket statuses: New, Under Review, Action Required, Escalated, Reopened, Solution Provided and Closed. Tickets can be filtered by status or found with search under My tickets, which shows each ticket's subject, ID, status and creation date. Check tickets marked Action Required promptly, since a reply from you is the usual way to move them forward.
Protecting your account
- Use a unique Personal Area password and different trading passwords for each account.
- Share the read-only password, never the trading password, if someone needs to view your account.
- Install Exness Trade and MetaTrader only from official app stores; Exness warns about fake apps, cracked software and browser extensions that steal codes.
- Choose push notifications or an authenticator app as your security type if you can.
- Treat any unsolicited contact offering to manage your account as a scam.
Open a ticket rather than relying on chat for anything involving money. It gives you a reference, a status trail and a 24-hour reply commitment, which is exactly what you need if a problem has to be escalated.
Omar's EA stopped placing trades and the Enable button didn't help. He opened a ticket under the trading category with his account number, a screen recording and the Experts log. Support explained that his EA's settings were flooding the terminal with requests; he adjusted them and the EA was re-enabled the next day.
Frequently asked
How do I contact Exness support?
Through the support hub in your Personal Area (tickets, chatbot and phone number), or live chat in Exness Trade and Exness Terminal. Support is available 24/7.
What languages does Exness support speak?
Exness lists English, Chinese, Thai, Vietnamese, Arabic, Hindi and Urdu, available 24/7.
How fast does Exness reply to tickets?
Replies to support hub tickets come within 24 hours, according to Exness.
What is the Exness Support PIN?
A code sent by SMS or voice to your first registered phone number, valid for 24 hours, which support uses to verify you own an account.
Will Exness support ask for my password?
No. Exness says support never asks for passwords; only the Support PIN is used to verify account ownership.
What security types does Exness offer?
Email (default), SMS, an authentication app, and push notifications through the Exness Trade app.
Can I escalate a complaint about Exness?
Ask support to escalate the ticket. Exness is also a member of the Financial Commission, an external dispute-resolution body.
How do I check the status of an Exness ticket?
Open My tickets in the support hub. Tickets show as New, Under Review, Action Required, Escalated, Reopened, Solution Provided or Closed.
What is the Exness read-only password?
An optional password that lets someone view a trading account without trading on it. Exness requires it to be different from the trading password.
Can I contact Exness support at the weekend?
Yes. Exness support works 24/7, including weekends and holidays, through live chat, phone and tickets.
Where can I suggest a new feature to Exness?
Use Exness's idea portal, where clients can submit and vote on product ideas. It is separate from support tickets.
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