Verification Challenge

Partner comes on live chat and asks why his client gets ERR_TRADE_TOO_MANY_ORDERS

What information can be shared?

• Help partner with generic troubleshooting steps for their client to try.

• First ask partner to share client’s account number and Support PIN.

Answer explanation

The troubleshooting steps here are generic.

After trying the troubleshooting if a problem persists, we will need to look at their open orders on the account & verification will be necessary at that stage.

Client contacts us on live chat from outside their Personal Area about a large urgent deposit to prevent stopout. Client has all documents but can not confirm Support PIN.

• Need to verify the client with Security Question before discussing the deposit.

• We can skip verification as this scenario falls under the urgent category.

Answer explanation

As they contacted from outside their Personal Area, verification is necessary irrespective of urgency.

You get an inbound call about delayed withdrawal.

Client gives you their account number and invoice ID.

Is verification necessary here?

• No, I can help the client with information about the status of their funds.

• Yes, need to confirm the Support PIN or Security Question before discussing details specific to their withdrawal.

Answer explanation

https://confluence.exness.io/display/CIBOPS/Support+PIN+Verification#SupportPINVerification-ClientVerification

Client contacted from outside their Personal Area with partner change request, gave us their account number.

You checked Backoffice - that account is eligible for partner change.

Is verification necessary here?

• Yes, I need to ask for a support PIN before creating a task as the client contacted us from outside PA.

• No, I can proceed to create a task to activate partner change application form.

Answer explanation

Once the partner change application form is active in the client's PA, the client has to input verification code to request the change. Thus, Support PIN is not necessary.

https://confluence.exness.io/display/CIBOPS/Support+PIN+Verification#SupportPINVerification-Scenarios

You get an inbound call about a delayed deposit. The client says they do not have access to their phone to confirm the Support PIN or Security Question. What information can you provide this client?

• We can tell them the generic timeline for their payment method and which documents to send us using their registered email address after timeline.

• None. Ask them to call again later when they have access to their phone to confirm the Support PIN.

Answer explanation

Only generic information can be given. We can even guide them on how they can check their registered email address themselves from their Personal Area.

You make an outbound call to a customer about termination of their Personal Area. They already mentioned Support PIN in their email.

Is verification necessary here?

• Is it necessary to verify the Support PIN or Security Question on this call.

• We only need to confirm the client’s name on outbound calls.

Answer explanation

One of the scenarios under Verification procedure

Exness client has 2 Personal Areas.

He logged in to Personal Area 1, contacted us on live chat, and provided the Salesforce case number related to Personal Area 2. 

Is verification necessary here?

• Yes, it is necessary to verify Support PIN for Personal Area 2.

• No, proceed to help with information about the case.

Answer explanation

Since the client gave us the Salesforce case ID, support PIN verification is not necessary. https://confluence.exness.io/display/CIBOPS/Support+PIN+Verification#SupportPINVerification-SpecialCases

Client sent an email about INR 900,000 deposit outside timeline from an email address not registered with Exness.

Attached latest bank statement, mentioned account number and invoice ID.

• Ask the client to confirm their Support PIN or Security Question.

• Escalate the case to the payments team as the deposit amount is large.

Answer explanation

Verification is necessary irrespective of amount.

Client sends us an email saying they lost their old phone number and need to change their Security Type. They mentioned their Support PIN in the email as 1222897 instead of 122897.

• Proceed as per workflow since it’s a minor typing error.

• Correct Support PIN or answer to Security Question is necessary here before proceeding.

Answer explanation

One of the scenarios under Verification procedure . Verification can not be considered complete if the Support PIN is not an exact match.

Client logged into Personal Area and requested for address change on live chat.

Is verification necessary here?

• No, help client with their request as they contacted from their Personal Area.

• Verify support PIN or Security question before we proceed.

Answer explanation

Request about scenarios under Verification procedure