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EXNESS official representative

  • #961
  • Dec 19, 2016 11:58pm Dec 19, 2016 11:58pm
Quoting ktoTam
And here we go again with these random spikes. i want my orders to be restored. pm'ed with all info. {image}
Dear ktoTam,

I would like to inform you that your complaint request was processed.

In the course of analyzing execution it has been established that the orders in question were executed at non-market prices.

We apologize for any inconvenience it might have caused.

Taking this into consideration, the decision has been made to cancel the results of the orders in question.

Compensation has been credited to your trading account.

If you have any other questions, please do not hesitate to contact us.
  • #962
  • Dec 20, 2016 3:25am Dec 20, 2016 3:25am
Quoting ktoTam
And here we go again with these random spikes. i want my orders to be restored. pm'ed with all info. {image}
On which account did the spike happened like even,mini cent classic , which one...?
Re-Incarnated
  • #963
  • Dec 20, 2016 3:27am Dec 20, 2016 3:27am
What is the holiday list and working hours of exness for Xmas and new year
Re-Incarnated
  • #964
  • Edited 1:47pm Dec 20, 2016 1:32pm | Edited 1:47pm
Quoting primejarvis
{quote} On which account did the spike happened like even,mini cent classic , which one...?
it is ECN
e stands for ''ecn'' at exness
Time is your friend; impulse is your enemy.
  • #965
  • Edited 5:23pm Dec 20, 2016 1:47pm | Edited 5:23pm
Quoting EXNESS
{quote} Dear ktoTam, I would like to inform you that your complaint request was processed. In the course of analyzing execution it has been established that the orders in question were executed at non-market prices. We apologize for any inconvenience it might have caused. Taking this into consideration, the decision has been made to cancel the results of the orders in question. Compensation has been credited to your trading account. If you have any other questions, please do not hesitate to contact us.
Charts is still fucked up. and not even this random spike but hundreds of non market spikes starting from approx april till now.
Time is your friend; impulse is your enemy.
  • #966
  • Dec 28, 2016 3:03am Dec 28, 2016 3:03am
Quoting primejarvis
What is the holiday list and working hours of exness for Xmas and new year
Dear primejarvis,

The trading schedule and operating hours for Christmas and New Year holidays is published on our website.
Here you can find more detailed information: https://www.exness.com/news/article/...year_holidays/.

If you have other questions, please, let me know.
  • #967
  • Dec 28, 2016 3:16am Dec 28, 2016 3:16am
Quoting ktoTam
{quote} Charts is still fucked up. and not even this random spike but hundreds of non market spikes starting from approx april till now.
Dear KtoTam,

Thank you for your feedback.

All defects are considered by our specialists. We are constantly working at improving our trading conditions on ECN.

Do not hesitate to contact us if you have any questions or remarks.
  • #968
  • Jan 30, 2017 5:23am Jan 30, 2017 5:23am
Exness and Leverate’s VinciCM set default leverage to 1:50 in line with CySEC’s requirements ... could any of the exness official representetive can explain this in greater detail
Re-Incarnated
  • #969
  • Feb 1, 2017 10:13am Feb 1, 2017 10:13am
Hi guys,

I already have a Mini account, I like the way it works (just don't like sometimes when I have to wait also until 3 or 4 seconds before an order get confirmed, also if I have just to change SL or TP).

Anyway, I would like to trade Dax, Dow and others with Exness too, but I don't see them available. Is that correct? Is there a way to trade them with Exness?
  • #970
  • Feb 6, 2017 6:26am Feb 6, 2017 6:26am
Quoting primejarvis
Exness and Leverates VinciCM set default leverage to 1:50 in line with CySECs requirements ... could any of the exness official representetive can explain this in greater detail
Hello primejarvis,

Regarding your inquiry, when you open an account under Exness (CY) Ltd. the maximum leverage for new Personal Areas is 1:200. The changes applied on January 31 have only affected new Personal Areas created under Exness (CY) Ltd. As for existing Personal Areas, in case of any change of leverage provision, we will send out formal announcements for our existing clients in advance.

In addition to this, Personal Areas created under Exness Limited are no affected.

If you have any additional questions, please contact me any time.

I am always glad to help you.
  • #971
  • Feb 6, 2017 6:53am Feb 6, 2017 6:53am
Quoting HarmonicView
Hi guys, I already have a Mini account, I like the way it works (just don't like sometimes when I have to wait also until 3 or 4 seconds before an order get confirmed, also if I have just to change SL or TP). Anyway, I would like to trade Dax, Dow and others with Exness too, but I don't see them available. Is that correct? Is there a way to trade them with Exness?
Hi HarmonicView,

Thank you for bringing this to my attention.

In December 2016 we have significantly reduced delays in the activation of almost all pending, Stop Loss and Take Profit orders, following the completion of key technical improvements made by our team of experts. Here is the link with more details: https://www.exness.com/news/article/..._improvements/.

To let me check the delays you faced, please provide me with more information, for example, account number, phone password, orders numbers and log files. In MetaTrader 4 you can find the log files by going to File → Open Data Folder → logs folder. Please, find more information here: https://www.exness.com/log-files/. Kindly send me this information via email to [email protected]

About financial instruments, we do offer Forex instruments for trading and CFDs on futures. Here is the link where you can find Forex instruments: https://www.exness.com/forex/specifications/ and in order to find CFDs on futures, from the previous link, you may click on "Mini" or "Classic", click on "Market" and choose from "Group of instruments: CFD". Unfortunately we do not provide indices.

Thank you for getting in touch with me. Please, do not hesitate to contact me if you have any other question.
  • #972
  • Mar 8, 2017 11:20pm Mar 8, 2017 11:20pm
Today something wrong with the EXNESS ECN real a/c very wild swing in M1 and very very big spread in all pairs , as compare to other brokers. ???????????????????????????????????????????????????????????????????
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  • #973
  • Jun 16, 2017 4:28am Jun 16, 2017 4:28am
Hi Exness,

this morning i kept getting "off quotes" for around ten minutes (at least, but I had to leave) on platforms: MT4, webterminal and mobile. I wanted to CLOSE a trade, and this was impossible due to the "off quotes".

I called the number on the website +357 25 030959, because this position was in the plus and I wanted it closed. What did I get? Two times a recording in Cyprian and the connection was cut off.

Then I started a chat. The one on the other end did not respond to this call adequately:

"we have contacted our specialists regarding this and we will get back to you shortly via email" and

"Thank you. It might be a technical glitch which our specialists and ECN Account liquidity providers will be in a better position to explain"

is not really what I need when an open trade can't be closed and could possibly lose all of my account in the next few minutes.

Fortunately (for now) the price hit TP and that's that. But... procedure wise this is not at all what is needed from you!

I am quite content with the rest of the services and execution of Exness. It is the first time this happened and got involved in the type of service that was offered here. I must say that a second time this happens and I am left hanging again, I would certainly consider to be very annoyed.

Transcript:

You
Hi Keep getting off quotes on all platforms when trying to close an order for 5 mins already!

Chat started

Exness
Hello, Floris Frieswijk! Thank you for contacting Exness. Our specialist will come to you soon, please, wait.

*** joined the chat

You
714982 is the order

***
Hello. My name is ***. Thank you for contacting Exness.

You
please close it.
sorry 7149820
I still get off quotes.

***
Thank you for the information provided.
One moment please.

You
Still off quotes
on MT4, webterminal and mobile

***
Thank you for this update. we have contacted our specialists regarding this and we will get back to you shortly via email.
may i have your order number as well please?

You
yes but this trade, I cant close it. Now it is it positive, what if it goes negative?
I already typed the order number here above

***
Thank you

You
7149820

***
May i have your account number and phone password as wellplease?

You
But please answer my question...what is the cause of this...I cannot close the trade
8****1
phone password ****

***
Thank you. It might be a technical glitch which our specialists and ECN Account liquidity providers will be in a better position to explain

You
I ask that you close this trade now
Ok it is closed...thanks...it hit the TP and that was it
Thanks for you time...bye!

***
Thank you for the confirmation
Is there any thing else i can assist you with other than this?
We will be more than glad to provide you further assistance should you require any. Thank you for your time and Goodbye for now.
  • #974
  • Jul 3, 2017 10:31pm Jul 3, 2017 10:31pm
Dear Flofri,

First, we would like to apologize for our late reply here.

As I have gone through your issue, I understand your frustration.
I would like to however explain to you that if there are any open trades, we are unable to close them for you when you contact support, as Exness is a non dealing desk broker.
However, if a trade is affected because of a terminal issue form our side, we do help you by forwarding your issue to our specialist and you will be compensated for any loss that happened due to the issue you were facing.

So in your condition, the best thing is to send an email to [email protected] with all your details and once you do so, we will check your orders and solve accordingly.
Or even if you go to live chat, our specialist, if you give him all the account and order details, will forward your issue to the specialist to be solved. But we can never close your order on the spot as we do not have access to do so.

I hope that you won't face such issues in the future and if you have any other inquiries, do not hesitate to request a call back form our official website or send an email with further information.

Best regards,
Exness support.
  • #975
  • Jul 3, 2017 10:34pm Jul 3, 2017 10:34pm
Quoting msqtrader
Today something wrong with the EXNESS ECN real a/c very wild swing in M1 and very very big spread in all pairs , as compare to other brokers. ??????????????????????????????????????????????????????????????????? {image}
Dear Msqtrader,

Whenever you notice any issue with the charts or the platform in general, do not hesitate to contact our live support and report your issue.
If there is an issue from our ECN liquidity provider's side, it will be fixed and if there is no issue, support can provide you with a clear explanation of such situation.
We are always ready to hear your feedback.
We apologize for the late reply.

Best regards,
Exness support.
  • #976
  • Jul 4, 2017 2:00am Jul 4, 2017 2:00am
Quoting EXNESS
....as Exness is a non dealing desk broker. However, if a trade is affected because of a terminal issue form our side, we do help you by forwarding your issue to our specialist and you will be compensated for any loss that happened due to the issue you were facing. So in your condition, the best thing is to send an email to [email protected]...
Thanks for your reply, and to be informative, I didn't realize that you indeed are not able to close clients trades. My mistake, I am sorry. I was indeed having a chat about the issue when during this, the TP was reached. So fortunately this time it solved itself. Later I received an email from your customer service that the this has been investigated and

"...This is to inform you that we we have been in close contact with the liquidity provider regarding execution of order #7149*** from trading account ******. They have notified us that they have established the reason behind unsuccessful close and modify attempts and are going to fix it in one of their nearest updates, so that our ECN clients will not experience this issue any more."

So to me everything went fine already. Thanks!
  • #977
  • Jul 5, 2017 7:08pm Jul 5, 2017 7:08pm
I am facing a strange issue since yesterday. Most of the times, i trade via my mobile MT4. Since yesterday its happening that MT4 not showing correct profits or losses. Yesterday when my DD was actually below 100 $ but MT4 showing it 1300$. At one time it was showing DD where my account was number wise blown. I was shocked by the numbers and these numbers were moving and continuously changing. I checked here and there that perhaps something strange may have happen in market but chart wise there was nothing serious to have that much high DD. Today, again that happen when MT4 was showing my profits in few hundreds but it then suddenly dropping to few dollars. when i checked chart, there was no such change in prices. Don't know whats happening around. Although these wrong number did not cost anything erroneous to my account but unfortunately that high DD which was shown yesterday was caught by my trade explorer. And now the explorer is showing a high DD% while it did not actually happen.
Forex; the game of movements not the game of candles.
  • #978
  • Jul 6, 2017 2:44am Jul 6, 2017 2:44am
Quoting Sajid
I am facing a strange issue since yesterday. Most of the times, i trade via my mobile MT4. Since yesterday its happening that MT4 not showing correct profits or losses. Yesterday when my DD was actually below 100 $ but MT4 showing it 1300$. At one time it was showing DD where my account was number wise blown. I was shocked by the numbers and these numbers were moving and continuously changing. I checked here and there that perhaps something strange may have happen in market but chart wise there was nothing serious to have that much high DD. Today,...
Dear Sajid,
Our MT4 mobile platform is still functioning properly. We would like to have a screen shot of your platform which can be sent to us directly to [email protected]
We would like to check what seems to be the issue.
May I ask if you have tried to restart your platform or have tried to install it on a different device?
We will be waiting for your feedback.
Regards.
  • #979
  • Jul 12, 2017 11:13am Jul 12, 2017 11:13am
I am really "happy" for todays service from Exness.
I log in to make a deposit since some of my orders where floating loss and I had to top up a bit my account. I usually use skrill to deposit. But I dont see option to use skrill as a deposit method.
I waited for two hours, the technical support live chat was not opening. Two hours...
And just the moment my orders were closed by a stop out, suddenly skrill deposit option is there again. I did wrote to email but didnt get any reply whats so ever since email is a slow function.

Is this a technical issue? Maybe, never experienced one
Was that more or less intentional? Probably.
And no one will ever care about the money I lost because I was not able to fill up balance to survive price spikes.
Thank you.
  • #980
  • Jul 12, 2017 11:18am Jul 12, 2017 11:18am
That would be a very serious matter. I hope there is a valid explanation and that Exness will sort the issue.
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