WHEN THE ARITHMETIC DISAGREES

Exness Customer Service & Contact

Q: Something on this site is unclear rather than on the account. Where does that go?

To the live chat page here . This site is an independent beginner guide — it cannot see an account, move money or change a setting, but it can rewrite a sum in plainer words.

Most messages a beginner sends support begin with a number that looked wrong. Roughly half of them are arithmetic that closes on your own screen in a minute — and the other half nobody but the account record can close.

Exness support is available 24 hours a day, 7 days a week, and it lives where the account lives: the chat inside the Exness Trade app, the same chat inside the Personal Area, and a written Help Centre on the broker's own site. What decides whether a question belongs there is not how urgent it feels — it is whether the answer can be worked out from figures already printed on your screen.

Sort the question before sending it

A number that surprised you is one of two things. Either it was computed from inputs you can see — in which case redoing the multiplication finds the missing input faster than any reply — or it depends on what the server recorded for your account at a moment that has already passed, and no amount of arithmetic on this side reaches it.

The question, as it is usually typed	What it is really asking	Who can close it
«Why is one pip worth this much?»	Which contract size and which quote currency this symbol uses	Your own screen — the symbol's contract details
«Why did the trade reserve that amount?»	Size × contract size ÷ the leverage figure in the account details	Your own screen
«Why can I not open a second trade?»	What is left after the first reservation	Your own screen
«Why did a charge appear overnight?»	The per-night figure quoted for that symbol before the order	Your own screen, then the account record for the exact night
«What price did this order actually fill at?»	What the server wrote down at that instant	Exness support only
«Where has the transfer got to?»	The state of one movement of real money	Exness support only
«Why is verification still pending?»	The state of one document	Exness support only

Three checks that run before any message

Write the figure down with its inputs beside it

What you see is one number. What produced it is three or four: the symbol, the size in lots, the price, and whatever the contract details state for that symbol. A figure copied without its inputs cannot be checked by anyone, support included.
Redo the one multiplication it came from

Nearly every figure on a ticket is one product or one division. Pip value is a step in the price multiplied by the units behind the trade. A reservation is the value of the position divided by the leverage figure. Do it once by hand; a mismatch usually points at the symbol, not at the platform.
Decide which side of the line the leftover sits on

If the sum now agrees, the question has already been answered. If it disagrees only because you cannot see what the server recorded at a past moment, that is precisely what the chat is for — and the message can now be one paragraph instead of five.

Four figures a beginner can re-derive without asking anyone

Read each row as what you see, what to check, and what to do next. None of the four needs a reply from anybody.

What you see	What to check	Next step
A pip is worth an amount you did not expect	How many units sit behind the size. One full lot of a currency pair is 100,000 units of the first currency, and 0.01 lots is a hundredth of that	Recompute on the smallest size and compare — the practice calculator prints the same relation
Opening the trade set aside more than expected	The leverage figure in the account details: the reservation is the position value divided by it, so a smaller figure reserves more	Halve the size and watch the reservation halve; if it does not, the symbol is not the one you assumed
A charge appeared while nothing was traded	Whether the position was open past the daily rollover, and what the per-night figure for that symbol read before the order was placed	Count the nights, then multiply — the word list separates the charge from the spread
The size you typed was refused	The smallest step the account accepts. On a Standard account trades stop at 0.01 lots, and arithmetic asking for less is correct rather than broken	Read the size in the smaller unit instead — see the account types

Three things no arithmetic on this side reaches

What the server wrote at the instant of a fill. Prices move between a click and an opening. Only the record kept for your account states which one applied.
Where a real payment has got to. Money moving in or back out passes through parties this site never sees.
The state of a document you uploaded. Identity checks are handled account by account and are not derivable from anything on a chart.

All three are ordinary support questions, and support runs around the clock, so the hour does not matter.

Wording that gets one reply instead of four

A number by itself starts a conversation about what the number was. A number with its inputs ends it. Four lines are usually enough: the symbol, the size in lots, the date and time, and the figure you expected together with how it was worked out. A screenshot carries all four at once.

This page lists no phone numbers and no email addresses on purpose. Contact routes change, and details copied from unofficial pages are a known route into trouble — start from the app or the broker's own site every time.

Anyone who answers before you asked is not support

Open the chat yourself, from the app or the Personal Area. Never through a link, a number or an account handed to you by a stranger.
A password is never part of a support question. Not in chat, not in a file, not to a person who says the account is stuck.
Real support recalculates figures; it does not sell results. Any offer to trade the account for you belongs in a different category entirely.

The whole sorting exercise runs on virtual money first.

A free demo has live prices and no real funds, no time limit, and every figure above prints on it: pip value, the reservation, the size that gets refused. Demo results don't guarantee real-account results, and CFDs are complex products — trading is risky and may not be suitable for everyone.

Open a free demo at Exness

Is Exness support really available 24/7?

Yes. It runs 24 hours a day, 7 days a week, through the Exness Trade app and the Personal Area.

Which of my questions is support unlikely to enjoy answering?

The ones that are multiplications. «Why is the pip this size» has an answer printed in the symbol's own contract details, and finding it there takes less time than typing the question.

The figure I worked out and the figure on the ticket differ. Which is wrong?

Usually neither: an input differs. Check the symbol first, then the size, then the account's leverage figure. Two of those three explain most gaps.

Do I need a funded account to ask anything?

No. The Help Centre is readable by anyone, and a free demo registration is enough to reach the chat inside the app.

Something on this site is unclear rather than on the account. Where does that go?

To the live chat page here. This site is an independent beginner guide — it cannot see an account, move money or change a setting, but it can rewrite a sum in plainer words.

Keep going

Do the sum first

Amount, share and distance in; a size out, in either unit.

Open the calculator

What the reservation is

The part of a balance a trade sets aside, and the ratio it creates.

Ask this site instead

A beginner question about wording, answered in plain words.

Open live chat