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EXNESS official representative

  • #501
  • Dec 16, 2014 11:06am Dec 16, 2014 11:06am
Quoting smt1361
{quote} Dear Maria, I can understand your leverage rule but the point is the market was closed at 18:45(as you confirmed) so it was not possible to close my position after that. We all know that for closing a position (Stop out, Manual Closure, Stop Loss) an order in opposite direction should be executed! In my case which was a Sell position you should execute a Buy position to close my order but executing and order was not possible because market already was closed. So the first available time to close my order was on 30th Nov 23:00(server time)....
Hello Everybody,

I was in a trip last 10 days so I couldn't follow my issue. Here is last answers that I got from Exness:

Quote
Dear Client.
Due to the early closing of the trading session on XAUUSD, and technical delay in updating of your account leverage, it was possible for you to open the position #132107352.
According to the leverage of 1 to 200, there was no sufficient margin to open an order of such volume on your account.
Thus, such order had to be canceled upon activation attempt.
Consider its positive result as compensation for the delay of leverage settings update, order's result will not be canceled.
Best regards,
Pavel Kulakov

As you see they didn't answer me that how they closed my position in an already closed market!!
Here is my reply to them:

Quote
Dear Pavel,
It is not fair answer! It was your technical problem, delay or anything else so I should not be responsible for it and penalize for your problem.
If you didn't do such mistake I could increase my account balance or at least take position depend of my account balance and leverage of 1:200
So again I ask to correct my position result.
Regards,

I will update you with later answers.
  • #502
  • Dec 18, 2014 9:32am Dec 18, 2014 9:32am
No reply from Exness yet!!!
Maria could you please follow my issue?
  • #503
  • Dec 19, 2014 2:13am Dec 19, 2014 2:13am
Quoting smt1361
No reply from Exness yet!!! Maria could you please follow my issue?
Dear smt1361,

The specialist of the company gave you comprehensive comment. The technical mistake didn't involve any losses that' s why it doesn't request any compensation from company side. According to the company rules, we don't compensate hypothetical profit. When client has losses because of the company (technical fail and etc), we can review the result of the order and give a compensation. If you don't agree with such measures, we can cancel the order.
  • #504
  • Dec 22, 2014 5:49am Dec 22, 2014 5:49am
This week, the dollar may fall to 117.2 yen

The US Federal Reserve meeting will be this week's key event. On Wednesday, the US regulator will announce the economic forecasts for inflation and GDP growth in the US over the next 2 years. The November decline in the producer price index from 1.7% (y/y) to 1.1% (y/y) in the United States signaled a weakening of inflationary pressures in the world's largest economy. The cold winter in the United States in Q1 2015 can play a mean joke on the US GDP as it did in Q1 2014. The US Central bank is unlikely to take risks and will raise the key rate at the end of Q2 2015 rather that at the beginning.

On Monday, December 15, the preliminary results of the parliamentary elections in Japan will be announced. It is expected that the Liberal Democratic Party, led by current Prime Minister Shinzo Abe will get a comfortable majority. In this case, the implementation of an ultra soft monetary policy in Japan is likely to continue. With the USDJPY pair lowering to the 117.20 support level, opening long positions in the US dollar is worth considering.

In the first half of this week, market participants will learn the latest data on inflation and unemployment in the UK. The expected reduction in both indicators will cause headache for the Bank of England again. According to the forecasts of the S&P agency in 2015, the UK's GDP growth rate will exceed 3% per year. The British regulator will probably raise the rate next year, but earlier than Q3. 2015. During the week, the pound may test the 1.5800 level.


Risk Warning: Trading leveraged products such as CFDs involves substantial risk of loss and may not be suitable for all investors. Trading such products is risky and you may lose all of your invested capital.
  • #505
  • Dec 23, 2014 2:55am Dec 23, 2014 2:55am
EXNESS operating hours on Christmas and New Year's Day

Due to the upcoming holidays, there will be changes to the trading conditions and operating hours of many major financial centers, which may affect your trading at EXNESS.

Please see the changes to trading during the holidays and for EXNESS client support.


Risk Warning: Trading leveraged products such as CFDs involves substantial risk of loss and may not be suitable for all investors. Trading such products is risky and you may lose all of your invested capital.
  • #506
  • Dec 24, 2014 6:01am Dec 24, 2014 6:01am
May you have success in trading in the New Year!

https://www.exness.com/media/media/2...24/ny_2015.png

Dear clients and partners,

We joyfully extend season's greetings to you and wish the very best for you in 2015!

Benjamin Franklin once said, "Time is money". This aphorism has since become a motto for many successful people. May the coming year bring success and be the best time for precise strategies and calculations! And may each minute of trading increase your equity!

We value each of our clients and the results that we have achieved thanks to your partnership with us. EXNESS proudly presents our results from the outgoing year and sincerely wishes you well on a special holiday page.

As a New Year's gift, we have prepared the "Happy New Year" bonus program for you. Participate in the program between December 23 to January 10 and you can receive a bonus of up to 70% on each deposit. Learn more about the "Happy New Year" program here.

Thank you for choosing EXNESS for your professional development and trading achievements. We hope that our superior trading conditions delight you in 2015 and become the foundation for your victories on the currency market!


Risk Warning: Trading leveraged products such as CFDs involves substantial risk of loss and may not be suitable for all investors. Trading such products is risky and you may lose all of your invested capital.
  • #507
  • Jan 5, 2015 9:16pm Jan 5, 2015 9:16pm
@ Exness

I can see only last 30 days on charts. First bar starts from 7th of December.

Ecn Account, Real server 5


H4 Time Frame
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D1 Time Frame
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W1 Time Frame
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MN Time Frame
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  • #508
  • Jan 7, 2015 2:50am Jan 7, 2015 2:50am
Quoting grandaevus
@ Exness I can see only last 30 days on charts. First bar starts from 7th of December. Ecn Account, Real server 5
Dear grandaevus,
Our specialists have checked, that old trading quotes are available in MetaTrader 4 for this server.
We can advise you, first of all, to turn off auto scroll on the chart (Charts → Auto Scroll), which can be a possible reason of such situation.
Other solution can be downloading the quotes in your trading platform (Tools → History Center, double click on the timeframe of the financial instrument). In case both variants won't help you, please, try to reinstall MetaTrader 4.
Our support team specialists are also glad to help you online https://www.exness.com/intl/en/livechat
  • #509
  • Edited 12:47pm Jan 9, 2015 10:51am | Edited 12:47pm
Quoting EXNESS
{quote} Dear grandaevus, Our specialists have checked, that old trading quotes are available in MetaTrader 4 for this server. We can advise you, first of all, to turn off auto scroll on the chart (Charts → Auto Scroll), which can be a possible reason of such situation. Other solution can be downloading the quotes in your trading platform (Tools → History Center, double click on the timeframe of the financial instrument). In case both variants won't help you, please, try to reinstall MetaTrader 4. Our support team specialists are also...
I'm quite sure there's something wrong in your data feed if you don't limit number of visible bars in history & charts on purpose for technical reasons.

Please find the attached offline chart data
Attached Image (click to enlarge)
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mt4 ---> tools ---> options page. Default values. This could not be the reason for limited data
Max bars in history : 512000 max bars in chart : 65000
Attached Image


History Center GBPUSDe , weekly . Only 6 bars !!!!
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History Center GBPUSDe , monthly . Only 2 bars !!!!
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Click to Enlarge Name: history center_02.jpg Size: 90 KB


And when I try to download data from MetaQuotes
Attached Image


Maybe the suffix "e" at the end of each pair causes this problem.


Anyway, it's impossible to make technical analysis with such limited data.

I've talked many times with your online support but they couldn't solve this problem.
  • #510
  • Jan 12, 2015 6:32am Jan 12, 2015 6:32am
Quoting grandaevus
{quote} I'm quite sure there's something wrong in your data feed if you don't limit number of visible bars in history & charts on purpose for technical reasons.
Dear grandaevus,

Thank you very much for the information provided. I have contacted the responsible specialist, and we are working on this case. I will inform you about the results as soon as possible.
  • #511
  • Jan 12, 2015 12:01pm Jan 12, 2015 12:01pm
GUYS PLZ HELP.

I think that free margin is not correctly shown on my account. As you guys can see from the screenshot,
my equity is about 12k, margin is about 3.5k, shouldnt my free margin be 8.5k?

but it only shows $150 !!!! O.O

I am with Exness and im using metatrader 4. Could anyone please tell me what has happened?

THANKS
Attached Image
  • #512
  • Jan 12, 2015 1:02pm Jan 12, 2015 1:02pm
Quoting Superman1
GUYS PLZ HELP. I think that free margin is not correctly shown on my account. As you guys can see from the screenshot, my equity is about 12k, margin is about 3.5k, shouldnt my free margin be 8.5k? but it only shows $150 !!!! O.O I am with Exness and im using metatrader 4. Could anyone please tell me what has happened? THANKS {image}
it calculates your margin level ratio correctly.

margin level = equity / margin = 11,992.41 / 3,443.38 = % 348.27
  • #513
  • Jan 12, 2015 3:14pm Jan 12, 2015 3:14pm
We have a situation where orders submitted (with EA) are not showing any comments. I double-checked the EA running to make sure that the comments are set to be printed and they are. The comments for each order (open orders and closed orders) are blank.

Attached Image (click to enlarge)
Click to Enlarge Name: exness ea comments not showing.png Size: 12 KB


We then tried to post manual pending order with a comment. The comment shows while the order is pending. But when the order is closed, the comments are deleted and replaced with the word 'cancelled' in the account history.

Anyone else experiencing the problem?

The Exness support team either does not understand the problem, or refuses to forward it to tech support to look into it. They keep insisting that we contact the 'ea manufacturer'....we are the EA manufacturers and we do not have this problem with other brokers. They print comments with no problem. We isolated the problem, provided screenshots, etc.
Here is the exact response:
Quote
The comments in MT4 can be deposit, withdraw, SO, Sl, Tp, log or EA name. If user close order manually there is no comment on account history for that order. For more over comment please contact your Ea manufacturing sir. ​

I suspect the bridge that handles mt4 orderflow for exness does not save the comments. Oanda had a similar problem when they first launched mt4 years ago. I'm not sure if exness response is that they do not store the comments, or that they do accept comments, but there is a bug. The comments field is supposed to allow the user to put whatever they wish (up to the character limit); we store important info about each order in the comments.

I need to confirm that it is intentional that the comments are being deleted by Exness server.
Measure trends automatically with zero lag
  • #514
  • Jan 13, 2015 1:09am Jan 13, 2015 1:09am
Quoting grandaevus
{quote} it calculates your margin level ratio correctly. margin level = equity / margin = 11,992.41 / 3,443.38 = % 348.27
Hey buddy, thanks for your reply.

but my question was, shouldn't free margin=floating equity-margin used??

currently my free margin=balance-margin used, but it is not correct right?
  • #515
  • Jan 13, 2015 4:20am Jan 13, 2015 4:20am
Quoting Superman1
{quote} Hey buddy, thanks for your reply. but my question was, shouldn't free margin=floating equity-margin used?? currently my free margin=balance-margin used, but it is not correct right?
You're absolutely right. Free Margin should be floating equity-margin used. But your margin level conflicts with your free margin.

I think best way to learn which value is taken into consideration by your trading server is trying to open a new position which needs a margin more than your current free margin.

I have an ecn account @ real server 5.

I'll check the free margin calculation and let you know.
  • #516
  • Jan 13, 2015 4:57am Jan 13, 2015 4:57am
Quoting Superman1
GUYS PLZ HELP. I think that free margin is not correctly shown on my account. As you guys can see from the screenshot, my equity is about 12k, margin is about 3.5k, shouldnt my free margin be 8.5k? but it only shows $150 !!!! O.O I am with Exness and im using metatrader 4. Could anyone please tell me what has happened? THANKS
Dear Superman1,

Thank you for the information provided. You are right, there were technical issues with free margin calculation on the server of your trading account, and they have been fixed after your request. We apologize for the inconvenience.

Quoting EXNESS
{quote} Dear grandaevus, Thank you very much for the information provided. I have contacted the responsible specialist, and we are working on this case. I will inform you about the results as soon as possible.
Dear grandaevus,

Regarding the issue with the lack of old quotes on this server, our technical specialists have examined the situation and found the problem there. It will be fixed, and the old quotes will be restored as soon as possible, most probably by Monday, as the most work on the server will be processed at the weekend to remain server's work stable during the trading sessions. Thank you for your help.

Quoting ybfjax
We have a situation where orders submitted (with EA) are not showing any comments. I double-checked the EA running to make sure that the comments are set to be printed and they are. The comments for each order (open orders and closed orders) are blank. {image} We then tried to post manual pending order with a comment. The comment shows while the order is pending. But when the order is closed, the comments are deleted and replaced with the word 'cancelled' in the account history.
Dear ybfjax,

We would be glad to help you in this situation, but could you please provide some additional information, that can be sent to our technical specialists for the further examination? Please, send to my e-mail [email protected] number of the trading account you use, the logs of the trading terminal, and the EA itself.
  • #517
  • Edited 3:44pm Jan 13, 2015 2:20pm | Edited 3:44pm
Hello,

Am I the only one to get this right now : 640 pips spreads on GBPUSD and weird bars on USDCHF with 110 pips spreads. It's blowing my account.

It's the demo (Exness-Trial), is it the same with real server ?
Attached Image(s) (click to enlarge)
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  • #518
  • Edited 10:23pm Jan 13, 2015 7:57pm | Edited 10:23pm
I've been waiting for a simple mt4 update since monday.

Exness Free VPS comes with a preinstalled mt4 which has an outdated version build 670.

Attached Image


Mt4 live auto update feature tries to update itself to latest build 765 but it can't pass user account control since it needs the administrator password.

Attached Image



I sent an email to your support department on monday but it hasn't been solved yet.

Of course, this update is not mandatory and I can use the mt4 with this old version but this is not the point.

If something goes wrong which is needed to be fixed immediately, what would happen then?

No vps provider can give a %100 uptime guarantee. What if vps server becomes suddenly unstable and needs a quick fix. What if a parameter in your expert advisor is needed a change or you want to remove an ea from a chart or you want to stop/start auto trading but you can't reach your vps through RDP.

How many days, hours would be needed to fix this problem?

I have a vps account from another provider and when I sent a support ticket to them, it's solved within minutes. It takes maximum five minutes to be solved.

In my opinion, clients should send their support tickets directly to your vps provider not to your support desk.

I really do know people in your support desk are working very hard and trying to do their best but there're some moments where a problem should be fixed immediately. This is especially true for a remote vps server that you can't control anything.
  • #519
  • Jan 14, 2015 1:49am Jan 14, 2015 1:49am
Quoting grandaevus
I've been waiting for a simple mt4 update since monday. Exness Free VPS comes with a preinstalled mt4 which has an outdated version build 670. {image} Mt4 live auto update feature tries to update itself to latest build 765 but it can't pass user account control since it needs the administrator password. {image} I sent an email to your support department on monday but it hasn't been solved yet. Of course, this update is not mandatory and I can use the mt4 with this old version but this is not the point. If something goes wrong which is needed to...
Dear grandaevus,

Please, inform about your trading account number or e-mail, so I will be able to check the status of your request for MetaTrader 4 update.
The trading terminal is updated manually for the each trader by request, so usually it can't be processed quickly.
If your settings of VPS are correct, you are able to connect it any time, and make all the changes with your EA you need (install, remove, change the parameter) instantly. The only limitation users have: traders can't install applications and use browser, but it's what you don't need there. The same work like removing and installing the EA can be made by our specialists, but in this case it really can't be processed immediately due to the amount of the requests by traders we have at the moment, and it takes some time to be done.
Regarding sending the requests directly to VPS provider, the VPS provider doesn't solve the issues of the broker's clients. I suppose, that you have paid account by another VPS provider, that's why you may contact it directly for getting solutions for your situations.

Quoting tsf
Hello, Am I the only one to get this right now : 640 pips spreads on GBPUSD and weird bars on USDCHF with 110 pips spreads. It's blowing my account. It's the demo (Exness-Trial), is it the same with real server ?
Dear tsf,

Please, inform about the exact server time and date, when you have noticed the spreads mentioned by you, so we can check the amount of spreads. The average spread for GBPUSD and USDCHF is 1.1 p. and 1.2 p. correspondingly (Classic account), and it can be changed due to the high volatility on the market, but it can't be that high.
  • #520
  • Jan 14, 2015 2:01am Jan 14, 2015 2:01am
Quoting EXNESS
Dear grandaevus, Please, inform about your trading account number or e-mail, so I will be able to check the status of your request for MetaTrader 4 update. The trading terminal is updated manually for the each trader by request, so usually it can't be processed quickly. If your settings of VPS are correct, you are able to connect it any time, and make all the changes with your EA you need (install, remove, change the parameter) instantly. The only limitation users have: traders can't install applications and use browser, but it's what you don't...
Dear EXNESS,

I've sent a personal message to you . (my trading account number is in the message)
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