Common questions

• What if I withdraw to an incorrect account?

  If this happens, it is best to contact our support team so that you can be assisted. There are two likely scenarios that will follow once you have provided all the information about this transaction:

  • If the incorrectly input bank account doesn’t exist, the bank will return these funds to us and then we will return the funds back to your account; you can then withdraw these funds once more.
  • If the incorrectly input bank account does exist, then the funds will be credited by the bank to this bank account and the funds will be lost; it is important to confirm every detail carefully to avoid this happening.

• Why do some payment methods need to be verified?

  Payment account verification is required when using a payment system for withdrawal that hasn’t been used before. This allows us to ensure that the payment account holder is the same person as the Exness account holder.

  If your withdrawal is rejected for verification, contact support for assistance. You will be expected to submit a proof (bank statement or payment account ownership documents) with the account holder name matching the Exness account holder name. Once this is verified, you will be able to make a successful withdrawal.

• Can I deposit with a payment method registered to a third-party user?

  You can only use payment systems registered under your own name to fund your account(s); using payment systems registered under anyone else’s name — even a spouse or family member — is prohibited (Client Agreement Part B, p.7.1).

  Contact our support team if:

  • Your EPS or bank card is blocked.
  • You are unable to make a withdrawal to the payment account you deposited from.
  • You are being asked to verify your ownership of the payment account.