Quick checks before you try again
- Confirm you are using the official Exness website or app, not a link sent by an unknown caller or messaging account.
- Check that your registered name, date of birth, and country match your documents.
- Look for an outstanding questionnaire, email confirmation, or phone verification step.
- Note whether the status says pending, rejected, or incomplete; these are not interchangeable.
- Save the exact error wording and the time it occurred, without sharing sensitive documents publicly.
Fix the issue that matches your screen
Identity document rejected
Use a supported, valid identity document listed in your Personal Area. Photograph the original in good lighting, with all corners visible and text clearly readable. Avoid glare, blur, fingers covering details, screenshots, and edited images. Submit both sides if requested.
A mismatch between your profile and document can also cause rejection. If your name changed, includes multiple surnames, or uses a different script, ask support how to reconcile the records. Do not alter a document image to make it match your profile.
Proof of address not accepted
Check the account instructions for accepted document types and the permitted issue-date window. A utility bill or bank statement may be suitable, but acceptance depends on the applicable requirements. It should clearly show your name, residential address, issuer, and issue date.
Common problems include cropped statements, documents in someone else’s name, outdated addresses, or files that lack an issue date. If you live with family or have no standard address document, request an accepted alternative from support rather than repeatedly submitting the same file.
Upload button fails or the page freezes
Check the permitted file format and size displayed on the upload screen. Try an updated browser or the official app, a stable connection, and a fresh login. If necessary, clear the site’s cache or try a private browsing window. Temporarily disabling a browser extension may help isolate a conflict.
If you use a VPN, switching it off may resolve a connection issue. Do not use one to conceal your residence or bypass country restrictions. Preserve readable originals when resizing files, and avoid third-party document-conversion sites for sensitive identity records.
SMS or email code does not arrive
Confirm the displayed phone number or email address is correct. Check spam folders, mobile reception, blocked senders, and whether your carrier filters service messages. Wait for the resend timer instead of requesting many codes in quick succession; use the latest code received.
If you no longer control the registered phone or email, contact official support about account recovery. Never disclose passwords or one-time codes to anyone claiming they can fast-track verification.
Pending verification: when to contact Exness
A pending review does not necessarily mean verification has failed. Automated checks may require manual follow-up, particularly when information is unclear or additional checks apply. There is no universal completion time that can be promised.
Use any review estimate shown in your account or official help materials as guidance, not a guarantee. If it has passed, or the same rejection persists after you corrected the stated issue, contact Exness through its official support channels.
Provide:
- Your account email or support reference through a private, official channel.
- The affected verification step and exact error message.
- Submission time, device, browser or app version, and troubleshooting attempted.
- A redacted screenshot where helpful; upload documents only through the secure channel support specifies.
Ask whether the problem is technical, document-related, or an eligibility restriction. Exness cannot necessarily approve an account where local availability or compliance requirements prevent it. Avoid depositing more while account access or withdrawal requirements remain unclear.
Featured alternative: how Vantage compares
Exness verification problems alone do not establish that another broker is better. Both Exness and Vantage conduct identity checks, and switching brokers does not bypass verification or guarantee acceptance.
Vantage’s group includes FCA- and ASIC-regulated entities, but the entity available to you depends on your residence. Those protections do not automatically apply to every Vantage customer. Check the legal entity named in your application and its regulator independently.
Vantage advertises raw spreads from 0.0 pips on eligible accounts; these are minimum advertised spreads, not typical all-in trading costs. Commissions, spread fluctuations, and overnight financing can add costs. It offers MT4, MT5, and TradingView access, subject to account and regional availability.
Compare entity-specific protections, total costs, withdrawal terms, and platform access before deciding. If it fits your needs, Open a Vantage account.