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EXNESS official representative

  • #381
  • Sep 9, 2014 6:18am Sep 9, 2014 6:18am
Quoting ybfjax
{quote} It was NOT fixed this weekend; leverage was still at 1:200 (shows as 1:100 in terminal) this monday. But the only way to know this is to see this coming weekend and see if leverage reverts to 1:2000 (shows as 1:1000 in terminal) {quote} I will have the client do this. But is there a standard # or address that all of your SMS come from? This way we could request that your number and contact info be whitelisted. You can PM this information if needed. Also, Exness should be proactive in contacting these Thai carriers and finding out how to...
Dear ybfjax,

I have passed the information to the Technical Department, the specialists will check it one more time.
  • #382
  • Sep 9, 2014 8:10am Sep 9, 2014 8:10am
Quoting EXNESS
{quote} Dear pavan15589, The current options for your trading account and real size of a leverage is shown in your Personal Area on the web-site of EXNESS. Technical capabilities of the MetaTrader 4 can allow to show the maximum leverage size only 1:1000. Before you start working with EXNESS Webtrader you must set a web password for the account you will be trading with. This can be done in the "Settings" section of the specific account in your Personal Area on. I would recommend you to study more instructions before using Webtrader. You may find...
Hello Exness,

This helped me. I had not set Webtrader password and on the other hand, the Webtrader is taking a while to load. It says 'Building Workstation' and keeps loading. I have a 15Mbps connection if thats a problem.

Thank You. Appreciate your support.
  • #383
  • Sep 9, 2014 2:06pm Sep 9, 2014 2:06pm
Is it true that certain countries cannot open a cent account with exness? Someone claiming to be from the UK on a different forum said that he tried to open a cent account at Exness and it was declined. I was unaware of this limitation.

Would there be any particular reason for preventing the resident of a certain country from using cent account?
Measure trends automatically with zero lag
  • #384
  • Sep 10, 2014 2:25am Sep 10, 2014 2:25am
Quoting pavan15589
{quote} Hello Exness, This helped me. I had not set Webtrader password and on the other hand, the Webtrader is taking a while to load. It says 'Building Workstation' and keeps loading. I have a 15Mbps connection if thats a problem. Thank You. Appreciate your support.
Dear pavan15589,

You are always welcome!
  • #385
  • Sep 10, 2014 2:27am Sep 10, 2014 2:27am
Quoting ybfjax
Is it true that certain countries cannot open a cent account with exness? Someone claiming to be from the UK on a different forum said that he tried to open a cent account at Exness and it was declined. I was unaware of this limitation. Would there be any particular reason for preventing the resident of a certain country from using cent account?
Dear ybfjax,

EXNESS company suggests a trading with Cent accounts to a limited list of countries. The best way to know what country has a possibility to register a Cent account is to connect with the EXNESS technical support.
  • #386
  • Sep 10, 2014 4:59am Sep 10, 2014 4:59am
Quoting EXNESS
{quote} Dear ybfjax, EXNESS company suggests a trading with Cent accounts to a limited list of countries. The best way to know what country has a possibility to register a Cent account is to connect with the EXNESS technical support.
Is there a legal reason for this? I would think any legitimate business would be welcome.
Measure trends automatically with zero lag
  • #387
  • Sep 10, 2014 5:32am Sep 10, 2014 5:32am
Quoting ybfjax
{quote} Is there a legal reason for this? I would think any legitimate business would be welcome.
Dear ybfjax,

There is no any legal reason for this rule, because such case doesn't require any legal justification. Our company has rights to suggest different kinds of trading accounts based on the company policy and development strategy. According to it, we suggest Cent-accounts as extra-conditions for developing countries.
  • #388
  • Sep 10, 2014 6:00am Sep 10, 2014 6:00am
Exness,

I also have another problem. My ID for live account verification is getting rejected. Unfortunately I only have that ID (passport) and have used the same ID with other brokers as well.
Please let me know how I might have a better chance at getting it verified. The account number is 711262.

Thank You....
  • #389
  • Sep 10, 2014 9:20pm Sep 10, 2014 9:20pm
- Update with SMS: After requesting the SMS spam filter be lifted, we are now receiving SMS after the first attempt.

- Leverage adjusting: We also checked to see if we could change the leverage in the member area and it would update on mt4. For some reason, the member area and the mt4 server are still not syncing the leverage properly with the account in question.

We will test with a small live trade to see if we are in fact receiving the leverage reported in the back office. We can at least see if it is only a visual bug or if the actual leverage has not changed.

We decided to check with a different account (more recently opened) to change the leverage and see if it updates in the terminal. I am happy to announce that it did update, but after some time (not immediately). Then I checked the server logs

I checked a couple of other brokers and never saw this 'old version of server' message. We are using mt4 build 670, installed about 6 weeks ago or so. I do not know what that means, but it could be a key to what is going on.

I will also check with the programmer to ensure that the leverage display on the expert advisor is being updated every tick.
Measure trends automatically with zero lag
  • #390
  • Edited 10:04pm Sep 10, 2014 9:21pm | Edited 10:04pm
The spread on AUDUSD is unusually high....3.5-4.5 pips. Any reason why? It is a major forex pair. Should be 0.5-2.5 ish.

The Kiwi (NZDUSD) is about 1.5-3.5...and they are supposed to be less liquid.
Measure trends automatically with zero lag
  • #391
  • Sep 11, 2014 12:13am Sep 11, 2014 12:13am
Quoting pavan15589
Exness, I also have another problem. My ID for live account verification is getting rejected. Unfortunately I only have that ID (passport) and have used the same ID with other brokers as well. Please let me know how I might have a better chance at getting it verified. The account number is 711262. Thank You....
Dear pavan15589,

We have checked the number of your trading account and found that this number doesn't exist. It seems that you have wrote incorrect number. Please, check it and send me again. You may also send me your email address, writing a letter to [email protected]. After the information is received we will check the situation one more time.

Thank you!
  • #392
  • Sep 11, 2014 12:14am Sep 11, 2014 12:14am
Quoting ybfjax
- Update with SMS: After requesting the SMS spam filter be lifted, we are now receiving SMS after the first attempt. - Leverage adjusting: We also checked to see if we could change the leverage in the member area and it would update on mt4. For some reason, the member area and the mt4 server are still not syncing the leverage properly with the account in question. We will test with a small live trade to see if we are in fact receiving the leverage reported in the back office. We can at least see if it is only a visual bug or if the actual...
Dear ybfjax,

Thank you, I have passed the information to specialists.
  • #393
  • Sep 11, 2014 12:17am Sep 11, 2014 12:17am
Quoting ybfjax
The spread on AUDUSD is unusually high....3.5-4.5 pips. Any reason why? It is a major forex pair. Should be 0.5-2.5 ish. The Kiwi (NZDUSD) is about 1.5-3.5...and they are supposed to be less liquid.
Dear ybfjax,

EXNESS suggests to its clients a trading with a floating spread, so the size of it may be expanded when the important news releasing or during a changing of trading sessions or closing or opening of the market. Also you should remember that in the "Contract Specifications" the average spread is showed under normal market conditions. For example, the minimum spread for AUDUSDm is 0.5 and the average is 2.3 for Mini accounts.

To analyze the specific situation, please, send me the number of a trading account and screenshot of the situation when the spread on AUDUSD, NZDUSD was expanded for your suppose on my email: [email protected] or through PM on this forum. After that, we will carefully study the situation and give the comment.

Thank you!
  • #394
  • Sep 17, 2014 12:29am Sep 17, 2014 12:29am
Audit company reviews the accuracy of EXNESS trading volumes for August 2014

Dear clients and partners,

We have published another detailed report on client trading volumes. The report was certified by MAP Audit*, an independent external audit company.

The report contains information about trading in August 2014. The total trading volume in this period amounted to 171.77 billion dollars. Our clients' most popular financial instrument remains EURUSD (accounting for 81.8 billion dollars of the trading volume), with GBPUSD (40.9 billion dollars) taking second place.

Download information about EXNESS trading volumes from 08/01/2014 to 08/31/2014, which have been certified by the audit company MAP Audit.
  • #395
  • Sep 17, 2014 2:19pm Sep 17, 2014 2:19pm
When Exness plan to hire competent chat support?
Today at an order dispute I was told by the support help, that maybe my order didn't get filled, and getting off quote because low liquidity?

At FOMC new release? Are you kidding, right?
And off quote on an ECN account? What?

The problem is existing even as of right now, balance got hedge during the chat when figured this wont be solved right away ( but not in 1 1/2 hours?!)...so, screens saved, chat saved, and will report back on the resolution and the speed of it.

Apart from the speed of address verification, what was only annoying somewhat, this is the first serious problem I fould myself facing on Exness. Of course, it is only after 3 days live trading is a little bit too soon.
But fingers crossed.
there is always, always another trade!!
  • #396
  • Sep 17, 2014 11:59pm Sep 17, 2014 11:59pm
Quoting profitfarmer
When Exness plan to hire competent chat support? Today at an order dispute I was told by the support help, that maybe my order didn't get filled, and getting off quote because low liquidity? At FOMC new release? Are you kidding, right? And off quote on an ECN account? What? The problem is existing even as of right now, balance got hedge during the chat when figured this wont be solved right away ( but not in 1 1/2 hours?!)...so, screens saved, chat saved, and will report back on the resolution and the speed of it. Apart from the speed of address...
Dear profitfarmer,

We strive to improve our services and the quality of it. It's possible that there was some kind of misunderstanding between you and the specialist from the support team.

Unfortunately you have provided not enough information, to solve the situation I need more detailed information. To analyze the situation of an execution of the order and negative experience with the support team, would you be so kind, please, send me the number of your trading account, number of the order, all possible screenshots, including with the communication with our support. You may send all the information on my email: [email protected] (please make the mark "ecn and support" in the subject line). After the information is received I will create the special task and we will find the way how to solve the problem and to help you.

This information and your opinion is very important for us. I am waiting for the letter from you.

Thank you for advance!
  • #397
  • Sep 18, 2014 2:42am Sep 18, 2014 2:42am
First of all, I found out that after 14 hours waiting the problem was resolved.
On the other hand not the promised call, nor even a simple email came thru that it has been. Very poor service.

Long story short, I got a very funny fill, but nevertheless when I was intended to close the trade, I got off quote message repeatedly...first support person offered that it is probably due low liquidity...on ECN...at FOMC news in the middle of a 100 pips move...what screen do they watch, or ever trade?
Anyway, was told that specialist is not there, but in no more than 24 hours!! I should have him contact me, and attempt to solve the problem....
24 hours, on a fast moving market, to calculate a sell price on my attempt I cant look back up as I reopened mt4 a few times, trying to resolve the hang?
So, position got hedged...as it, at least I wasn't running blind.
And I was rather gallant to Exness to not change my mind, remove the hedge in a huge profit ( 20% equity on that) and demand the original time price for the buy order to be closed at.

My biggest shock that an account can just get hold hostage on a so called "off quote" that shouldn't exist on an ECN STP broker, not to mention the specialist who suppose to recalculate things...what way the buy was filled with 15 pips slippage, no thanks for the recalculations half a day later. In any case, there should be a specialist 24/5, after all the market is open. Funny enough that I had no problem to open the hedge, but only to close that first part. And believe me, I tried hours!

Anyway, I have the screens, I have the chat as well saved. This time I will email you all that for a change.
And I sincerely hope that this type of thing never ever ever will happen to me while trading on an ECN account.
Happened to me at FXopen once a 200 pips off quote, but that was standard account, and a bucket hop dealing desk set up. One would certainly expect different here!
there is always, always another trade!!
  • #398
  • Edited Sep 19, 2014 2:22am Sep 18, 2014 5:26am | Edited Sep 19, 2014 2:22am
Dear profitfarmer,

Thank you for the information.

I have asked the status of the special task and as far as I can see now the problem is solved. Our specialists from support team have sent the letter to you, please check it. As the result the issue with the quotes has been fixed and you can close the order.

According the service that you have got from our support team. The task of your problem was created immediately after you have contacted with the support team. The support team is available 24/7, but the ECN-department works on a schedule. Because of this, they can give an answer by some kind of ticket and make necessary actions only in working time. The specialists of support team can only get information from clients and give advice, answers on questions and etc, but they don't perform the functions of another department. According to the internal standards of the company and rules for the support team, your ticket was processed not later than 24 hours.

Now let me explain why your order was in such situation. One of the liquidity providers didn't execute the order by unknown reason. The specialists of ECN-department took all possible measures to help you to have an ability to close the order. They have set correct status of trading requests to the liquidity providers to make your order in active condition and to save the ability of it to be closed by yourself.

I have sent the letter to you, please, check it.

If you have any questions, I will be glad to answer on it!
  • #399
  • Sep 18, 2014 6:21am Sep 18, 2014 6:21am
you dont have index cfd?
  • #400
  • Sep 19, 2014 2:41am Sep 19, 2014 2:41am
Quoting faststare08
you dont have index cfd?
Dear faststare08,

We do not provide a trading with a CFD on indexes to our clients. Along with it we suggest a trading with different kinds of CFD on futures, the list of it you may find here and more than 130 currency pairs. In further perspective a CFD on indexes and shares can be available among instruments.
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