Independent partner help
How to Reach Exness Live Chat (24/7) — or Ask the Team Here
Questions that begin with "on my other computer…" split cleanly into two halves, and sending the whole thing to one place is why they so often go unanswered. One half is about the account — who is signed in where, and whether access needs closing down; only the official Exness live chat, 24/7 inside the Personal Area on exness.com, can see any of that. The other half is about the software on this particular machine, and that is what the team behind this guide works on. Below: which half a question falls into, and the four things worth naming so an answer needs one reply rather than three.
Ask the team
Name the device, and the answer fits in one message
A workspace that did not appear on a newly installed terminal, an app that will not take an account the desktop takes happily, a laptop that is about to be sold, a question about what a borrowed machine keeps — those are software and setup questions, and they are answered here. Anything about who currently holds access, or about money, documents, and balances, belongs in the official chat instead; the table further down splits the two.
Four things worth naming
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Which device is joining or leaving
A second desktop, a handset alongside one, a borrowed machine used once, or one being sold. Four situations with four different answers, and the wording "another device" covers all of them equally badly.
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Which platform the account belongs to
MT4 or MT5 — not the number of the account, just the platform. It decides which software the new device is supposed to be running, and it explains most refusals at a first screen.
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What is installed there now
A desktop terminal, one of the mobile apps, or nothing at all because the browser is being used. This is the difference between "rebuild the workspace" and "there is no workspace to rebuild".
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What was expected and what appeared
Charts that opened plain, an app that refused an account, a setting that seems to differ between two screens. Naming both halves turns a description into something answerable.
The split
Access questions and setup questions go to different places
One test separates them reliably. If answering would require looking at the account — who is signed in, what a balance is, whether a document went through — then only Exness can answer it. If answering only requires knowing how the software behaves on a machine, the team here can, and it never needs to know whose account it is.
| Who can answer | Why | |
|---|---|---|
| A device was sold with a session still open | Official Exness support, after changing the Personal Area password from another browser | This is access to a real account. No partner site can see it, close it, or verify that it was closed |
| The new install opened with plain charts | The team's form here | Templates, layouts, indicators, and automated tools are files on the old machine — expected behaviour, not a fault to report |
| The app refuses an account the desktop accepts | The team's form here | Almost always the platform: an MT4 account needs the MT4 mobile app, not the Trade app. A software question with a software answer |
| Two screens show different balances | Official Exness support if it persists after both are refreshed | Both read the same record, so a lasting difference is an account matter rather than a display one |
| What a borrowed computer keeps afterwards | The team's form here, and the home page already answers most of it | Browser behaviour and installed files — nothing about the account is involved in the answer |
| A password or trading password needs resetting | The Personal Area itself, or official support inside it | Credentials are never handled by a partner site, are never requested here, and should never be sent to one |
Swipe the table sideways →
The pattern behind every row: the account and its access live with the broker, and everything a machine keeps locally lives with the machine. A question sorted by that line reaches somebody able to act on it the first time.
Where the answers live
Three channels, and what each of them can see
Official Exness live chat
Inside the Personal Area on the official exness.com, open around the clock. It is the only channel that can see anything at all, which makes it the one that matters the moment a machine leaves the household: sessions, access, and everything financial are visible there and nowhere else.
Personal Area login guide →The team behind this guide
The form above reaches the independent team that writes these pages, and its ground is everything that happens on the machines themselves: what a fresh install starts with, what the old one keeps, what a device still holds after it has been handed on. Answered by email, without ever seeing an account.
Ask the team →Written down already
The recurring ones are documented: what arrives with a sign-in, what stays on the old install, how to hand a machine on cleanly, and how versions drift between devices. Reading first is usually quicker than waiting for anyone.
Browse the FAQ →Most of what gets asked here is already drawn out in full elsewhere on the site: which side of the line a thing lives on is the whole subject of the home page, and the mechanics of joining a machine to the group — or taking one back out of it — sit in the second-device guide.
Quick answers
Frequently asked questions
Is this page the official Exness live chat?
No. Two different desks are described on it, and this form is the smaller one — an independent site's own team, reachable from any device without signing in to anything. The other desk is the official one, and it is reached the same way from every machine in the setup: sign in on exness.com, and it is open around the clock.
An old laptop was handed on while still signed in — who deals with that?
Official Exness support, and the first move does not require anyone at all: the Personal Area password can be changed from any other browser straight away. Everything after that is account access, which is visible only to Exness. No partner site can end a session, confirm that one ended, or check what a device still reaches.
Charts and templates did not appear on the second machine — is that a fault?
No, that is how the software works, and it is a question the team here answers happily. Layouts, saved templates, added indicators, and automated tools are files belonging to the installation that created them. The account, its positions, and its history arrive with the sign-in; the decoration around them does not travel.
The phone app will not take the account, but the desktop does — which channel?
This one. It is nearly always the platform rather than anything wrong: the Trade app carries MT5 accounts, while an MT4 account signs in through the MT4 mobile app. Naming which platform the account belongs to is usually enough for a one-line answer.
What should never be included in a message to this site?
Passwords, trading passwords, account numbers, verification codes, and documents. None of them is needed to answer a question about devices or software, none is ever requested here, and genuine support of any kind will not ask for a password either. Describing the device and the platform is sufficient.
Can the team here say whether an account is open somewhere else?
No — that is exactly the boundary. Seeing where an account is signed in requires seeing the account, which only Exness can do. What the team can explain is how a signed-in state behaves on a device, and what removing or signing out of software actually does.
Does anything have to be left running while waiting for a reply?
Nothing at all — no terminal kept open, no machine left signed in for the sake of it, and no need to reproduce the situation later. Replies come by email in the order they are picked up, with no fixed time promised, and the setup being asked about can carry on being used or dismantled in the meantime. Anything urgent about access or money should not wait here at all; that is what the 24/7 chat in the Personal Area is for.
Where does the message itself go?
Nowhere beyond the people who wrote this page. Whatever is described — a laptop, a handset, an install that came out bare — is read once, used to write the reply, and not forwarded to Exness. There is deliberately no window onto any account from this side, which is the reason a question about who currently has access gets redirected rather than guessed at.
One account, and one place that can see it
However many machines end up in the picture, there is exactly one account behind them and exactly one channel with sight of it. Which device the question is being typed on changes nothing about where its answer has to come from — a laptop, a handset, or a borrowed browser all lead back to the same sign-in on the official exness.com. How the account is opened →
Open Exness AccountThe button opens the official exness.com through this site's partner route. Trading accounts, login, and official support all live there.