Typically visual verification of an account holder is necessary when changing security types is requested, but access to the active security type is no longer available to the account holder (lost phone number, forgotten email credentials, etc). Another possible requirement for visual verification is during account registration in some instances.

This is an important account security step required without exception in such cases.

We utilize two possible options for visual verification by video chat:

• Google Meet
• Zoom

We cannot guarantee the use of another platform, so for ease we recommend you create an account on these platforms with the same email registered to your Exness account. Our support team will contact you on one of these platforms after reaching out to agree on a time for the call.

Having your identification documents ready before the video chat can ensure a smooth experience.

Google Meet

Google Meet is a widely used and trusted video conferencing platform available in most parts of the world. It’s available for desktop and mobile (links below).

Our support team will send you a link to a Google Meet session by email.

1. Click the Google Meet link in the email while logged into Google Meet.
2. Turn on the microphone and camera.
3. Click Join now to enter the call. You will be presented with the Ask to join button if you are not logged into Google Meet with the correct email address.
4. If the support agent is not yet on the call, wait for the agent to join.
5. To end or exit the meeting, click the Leave call icon.

Google Meet is available as an app on mobile both for iOS and Android devices. If you use an Android device, ensure your device version is Android 7.0 or above.

Zoom

Zoom is a cloud-based video conferencing platform that our support agent may present as an option to contact you. It is available for desktop and mobile (links below).

When using Zoom with a web browser, no download is needed though you may be prompted to download their desktop application (this is entirely optional).

Our support team will send you a link to a Zoom meeting by email.

1. Open the Zoom link in the email.
2. A popup will display that you need to agree with Zoom terms and conditions; select I Agree to continue.
3. Choose Cancel when prompted to open zoom.us.app, then select Launch Meeting.
4. Choose Cancel and Join from Your Browser when the prompt reappears. 
5. Enter your name, then confirm with Join.
6. Wait for our support agent to add you to the video call.
7. The meeting will start recording once you have entered the meeting; acknowledge by selecting Got it.
8. Select Unmute/Join audio and Start Video to enable your mic and camera respectively.
9. To end or exit the meeting, click Leave.

Zoom for mobile

Zoom is available as a mobile app for both iOS and Android.

1. Download the Zoom app to your device.
2. Tap the Zoom invitation link sent to your email. The Zoom app will automatically open.
3. Enter your full name and tap Continue. By default, you will see your device name.
4. A popup will appear. Tap Allow for Zoom to access your camera.
5. Turn on your camera, tap the unmute button, then Join.
6. Wait for our support agent to start the meeting.