On February 28, 2026, between approximately 13:00–14:00 WIB (GMT+7), I experienced a serious technical malfunction while trading BTCUSDc on my Exness account (Trading ID: 159902815).
At around 13:00 WIB (exact minute unknown), I opened 10 BUY positions on BTCUSDc, each with a volume of 1 lot.
Order numbers: 2976831267 2976849830 2976868893 2976864560 2976864192 2976851745 2976860401 2976864497 2976853624 2976864115
Initially, the trades were running normally. However, shortly afterward, the MT5 trading platform became completely unresponsive.
During the incident: The BUY and SELL buttons turned grey and were unusable. The option to close positions was unavailable. The chart froze entirely. I had no ability to manage, modify, or close my open trades.
My WiFi connection was stable at the time. Other applications and online services functioned normally. I also accessed another broker account connected to MT5 at the same time, and it worked without any issue. This confirms that the problem was not caused by my internet connection or device.
I reported this issue to Exness support on February 28 and provided complete evidence, including MT5 journal logs and video recordings clearly showing the platform freezing until a margin call occurred.
During the malfunction, I made reasonable efforts as a user:
1. Cleared the application Meta Trader 5 cache and logged in again, but the issue persisted.
2. Attempted to withdraw $60 from approximately $85 balance displayed in my Exness account. The withdrawal remained pending and was later rejected.
3. Changed my trading password and logged in again on MT5.
After successfully logging back in, the condition remained unchanged, and I still had no control over my open positions. Shortly afterward, I received a Margin Call notification, and my account balance was reduced to $0.
At the time the losses occurred, I had absolutely no operational control over my trades due to the platform freeze. This situation was entirely beyond my control as a client.
I respectfully request Exness to conduct a thorough investigation of server logs during the stated timeframe, provide written and transparent findings, clarify whether any server-side instability occurred, and if any technical irregularity is identified, review the case fairly and compensate the resulting losses.
This was my first experience using Exness, and unfortunately, it occurred on the same day as my first deposit. For that reason, I am currently giving a 1-star rating.
If this matter is resolved professionally and fairly, I am fully willing to update this review accordingly.
Sincerely, Imam Ridwansyah
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