Global Action Item Quzi - April

Can a client deposit with one Bitcoin address and withdraw to a different one?

• No, you cannot withdraw to a different one.

• Yes, you can deposit with one Bitcoin address and withdraw to any external Bitcoin address as long as it's a legacy address

• It depends on the amount of transaction that a client is making

What proof of payment documents are required for OZOW deposits that have not been credited?

• Email Alert

• SMS Alert

• Statement from the Bank/ Ozow Transaction History

A client complained that he had not received his refund after processing time has passed, upon checking in BackOffice, the client had less than 5 refunds. What is the correct procedure to follow in resolving this client's issue?

• Ask the client to provide a screenshot of the bank account statement then escalate

• Escalate directly

• Ask the client to provide a bank account statement in PDF from the date of the deposit then escalate it

• Inform the client to wait for up to 10 business for the refund to reflect in his account

A client is getting this error in his MT5 platform, "account disabled contact your broker". Please select the correct steps to be taken to troubleshoot this issue.

• Ask client to update the terminal to the latest version.

• Check if there is any restrictions by Payment or AFC

• Check if the account is just recently created and whether the client deposited to it.

• Check if there are any issues with KYC then inform the client

• Escalate if there are no restrictions to enable the account

What are some of the benefits and rewards of Exness Premier Program clients 

• Laptop, desktop computer, smart TV or home theatre available locally worth up to $3,000.

• Enhanced Trading Analytics

• Exclusive Educational Seminars & Webinars

• Priority Customer Support

• $2,000 Trading Bonus

What is the maximum processing time for withdrawal via Internet Banking in South Africa?

• Up to 1 business day

• Up to 8 business days

• Up to 3 business days

• Up to 3 days

As per the conversation below, what should have been the correct response to the client's question?

( 21m 19s ) Client: can I do a deposit and start trading before I get verified? ( 21m 36s ) CSE: For now no please as your proof of identity is not approved ( 22m 17s ) Client: OK thanks

• Yes, you can deposit up to $2,000 (per PA) with selected payment systems and trade for 30 days after the first deposit

• Yes, you can deposit up to $2,500 total deposit limit within the entire PA and trade as well

• Yes, you can deposit using any payment system and trade for 30 days after the first deposit

8. The client came on chat saying that he could not log in to his MT5 account. He provided the screenshot below and said he gets this error message on the  bottom right corner '0/0 kb'. How can you resolve this issue?

• Check whether the client is logged on properly and provide troubleshooting steps for "No Connection error".

• Ask the client to close the chart window, right-click the instrument he needs in Market Watch window and then select the chart window

• Close the chart window, select the instrument you need in Market Watch window and drag it to the chart window.

• Ask the client to restart the terminal.

What are the internal transfer limits for clients without partner-client relationship?

• Outgoing monthly USD 100, Incoming monthly USD 500

• Outgoing monthly USD 1000, Incoming monthly USD 500

• Outgoing monthly USD 500, Incoming monthly USD 500

• Outgoing monthly USD 2500, Incoming monthly USD 1000

What error message can a client who terminated his PA gets when he tries to log in to MT4/MT5 with any of their PA accounts?

• Invalid account

• Email is already connected to an account.

• Incorrect email address

• No such login or password. Please check correctness and try again