I did not receive the SMS code for the withdrawal. What can I do?
Please note that some mobile carriers are blocking SMS codes sent from our side, hence we suggest applying a 2-Step Authentication method on the account, preferably through a one-time application such as Google Authenticator. It can be done in Client's area → Settings → Security → 2-Step Authentication. After this step, the withdrawal codes can be retrieved via the one-time password application.
You can find more information on the 2-step authentication setup in the article Two-Factor Authentication (2FA).
I did not receive an email for the withdrawal confirmation. What can I do?
If you did not receive an email for the withdrawal confirmation, please perform the following actions:
Please allow a few minutes for the code to reach your email inbox. Usually, if there is an error in sending it is resolved within a few minutes.
Check your Spam folder. Sometimes, emails can be mistakenly filtered into this folder.
Please check the settings of your email inbox. Make sure that you did not set up any filters for the [email protected] address.
I lost access to the device with the Google Authenticator application. What can I do?
If you have lost access to the device with the Google Authenticator application, please contact your Account manager for further assistance.
What to do if the funds were not credited to your bank account within working 5 days after the withdrawal request submission?
If the funds did not reach your bank account in the aforementioned period of time, please send a request to [email protected], and the Support team will provide you with the SWIFT confirmation of withdrawal, which can be used for further allocation of funds by your bank.
When trying to submit a withdrawal request, I see an error message “Withdrawal is not available at this time. It could be happening because you do not have active accounts or because you have limited access to them”. What can I do?
Please note that if you are an Authorized trader for an account at Exante, you will see this message due to the reason that only the account owners can submit the withdrawal requests from their accounts.
If you try to submit the withdrawal request from the account of your own, the aforementioned error message may appear if you deposited your account below the minimal deposit thrashhold (10 000 EUR or equivalent in other currency), and want to withdraw your funds before reaching the minimum deposit level. In this case, please, contact the Exante support team via chat or email ([email protected]), and the Support team will be happy to help you!
If your account was funded with the 10 000 EUR or more, you had trading activity on your account, and you have this error message, please contact your Account manager for assistance. Contact details of your Account manager can be found in you Client’s area, in Settings → Profile.