IN-Issue types - July

Visitor: I want to change ib
Agent: I can see that you are currently not logged into your personal area. To initiate your partner change request, you'll need to contact us after logging into your personal area: https://my.exness.com/pa/
Visitor: Sure. I'll do that. Bye.

• 7.1 - Partnership Registration & Inquiry [Premier & Partnership]

• 15.1 General Info

• 15.4 Current Partner is not an IB

• 4.5 Website & PA functionality

Answer explanation

Client's question is related to partner change. Even though it could not be actioned in that interaction, we should be marking it under partner(15.1) change category rather than partnership(7.1) : https://confluence.exness.io/display/CIBOPS/15.+Change+Partner+Request *All case-related to change Partner request inquiry

( 6m 26s ) Visitor: map my ac under this code - gnv1lxao9h
** Agent noticed that the client's current partner is an affiliate.**
( 10m 38s ) Agent: Thank you for waiting. Please be informed that your Personal Area is not eligible for partner change because you do not have a current partner, unfortunately.

• 15.1 - General Info [Change Partner Request]

• 7.3 Affiliates Registration & Inquiry

• 15.4 Current Agent is not an IB

• 7.1 Partnership Registration & Inquiry

Answer explanation

The partner change request was rejected as client's current partner is an affiliate. We need to use 15.4 Current Agent is not an IB for Change Partner rejected requests. . Refer - https://confluence.exness.io/display/CIBOPS/15.+Change+Partner+Request * Change Partner request rejected

( 3m 13s ) Visitor: i want to change my ib
( 17m 12s ) Agent: Unfortunately, your Personal Area is not eligible for partner change as you have changed your partner less than 10 business days ago.
If you still wish to change partners, you can submit another request 10 business days after your last partner change.

• 15.1 - General Info [Change Partner Request]

• 7.3 Affiliates Registration & Inquiry

• 15.4 Current Agent is not an IB

• 7.1 Partnership Registration & Inquiry

Answer explanation

The partner change request was rejected as client's current partner is an affiliate. We need to use 15.4 Current Agent is not an IB for Change Partner rejected requests. . Refer - https://confluence.exness.io/display/CIBOPS/15.+Change+Partner+Request * Change Partner request rejected

( 8m 54s ) Visitor: My document was rejected as the address I entered in the portal does not exactly match the address in aadhar
( 9m 7s ) Agent: Upon checking at our backend, I can see that your address proof was not rejected because of incorrect or difference in address. It was rejected as all four corners of the documents are not visible in the uploaded image.

• 6.1 Pre-Verification Questions [KYC]

• 6.3 Invalid POI/POR

• 6.2 Verification Process

• 6.6 Missing Document Pages

Answer explanation

6.3 Invalid POI/POR (Client uploaded the right document, but not all requirements are met)

https://confluence.exness.io/display/CIBOPS/6.+KYC

( 2m 52s ) Visitor: Mai India se hu, Youtuber hu mai. Last 3 month s exness ko promote Krna start Kiya CPA me. Sayad koi foreign me seminar horha, Uska invitation kaise milta hai ?
( 5m 58s ) Visitor: 150+ account bnvae hai maine 3 month me...41+ active trader hai ..
( 6m 11s ) Visitor: Mujhe bhi to invitation ana chahiye

• 2.9 Social Media

• 13.1 - General Inquiry & Issue

• 7.10 General Campaign Information

• None

Answer explanation

Client is looking for additional campaigns/benefits going on for affiliates.

https://confluence.exness.io/pages/viewpage.action?pageId=212537979

( 1m 11s ) Visitor: My documents are rejected due to expiry
( 1m 27s ) Visitor: My passport and my driving license are expired
( 5m 14s ) Agent : Yes, I can see the documents you previously uploded were rejected as they were expired. You may upload an alternate document like Bank statement (Not older than 6 months), Utility bill (Picture or scan) Phone bill, Gas Bill, Electric Bill (Not older than 6 months), Bank Passbook (With last transaction page).

• 6.1 Pre-Verification Questions [KYC]

• 6.3 Invalid POI/POR

• 6.2 Verification Process

• 6.5 Expired Document

Answer explanation

Documents were rejected as they were expired.

Please familiarise yourself with all new issue types added under KYC issue type

https://confluence.exness.io/display/CIBOPS/6.+KYC

( 6m 21s ) Visitor: I want to know how to use mt5 for my trading, till now I use mt4, but I want to use mt5 now
( 8m 57s ) Visitor: Can I change it mt4 to mt5??
( 9m 32s ) Agent: Unfortunately, accounts cannot be converted / changed but you can create a new MT5 account in personal area
( 10m 20s ) Visitor: Please guide me

• 4.5 Website & PA functionality

• 4.4 - Trading Platform Issues [Technical]

• 2.1 Account Types

• 1.5 Other

Answer explanation

• 4.5 Website & PA functionality covers : * Check the possibility of changing the account type, etc.

• https://confluence.exness.io/display/CIBOPS/4.+Technical

( 1m 38s ) Visitor: i deposited 91000 INR yesterday but recieved only 996 USD
( 2m 30s ) Visitor: i should have received 1080 USD at least as per yesterday's INR to USD rates, just check the coversion rates for yesterday

• 2.2 - Other Company Information [Company]

• 1.5 - Other [Forex Trading]

• 3.1 Payment General Question

• 5.5 Wrong charges

Answer explanation

This is covered in under 1.5 Other - * Client complaints about currency converter

https://confluence.exness.io/display/CIBOPS/1.+Forex+Trading

( 3m 2s ) Visitor: Sir meine mere friend ko partner link se refer ki trade app ki…usne link se account create karke deposit kiya hai…but i am not getting any referral bonus
( 3m 31s ) Visitor: Aur voh trade kar raha hai tab bhi bonus nhi mil raha hai. Kya wo mere under correctly registered hai ?

• 7.3 - Affiliates Registration & Inquiry [Premier & Partnership]

• 7.1 Partnership Registration & Inquiry

• 7.5 Partnership Reward Issues

• 15.1 General Info

Answer explanation

This is covered under : * External partner to confirm if a specific client registered under him.

https://confluence.exness.io/pages/viewpage.action?pageId=212537979

( 8m 23s ) Visitor: social trading exness app is not working in my mobile, it shows be blank screen. Let me send you a screenshot.

• 11.1 ST Setup and Requirements

• 10.1 General Inquiry

• 11.6 Other ST inquiries

• 4.4 Trading platform issues

Answer explanation

11.6 Other ST inquiries cover * mobile application Installation and tech issues

https://confluence.exness.io/display/CIBOPS/11.+Social+Trading