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 the 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 the Client Services agent for further assistance.
What should you do if the funds are not credited to your bank account within 5 working days after you submit the withdrawal request?
If the funds did not reach your bank account within the aforementioned period, please send a request to [email protected]. The support team will provide you with the SWIFT confirmation of withdrawal, which your bank can use to allocate funds further.
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 Exante account, you will see this message because only account owners can submit withdrawal requests from their accounts.
If you try to submit the withdrawal request from your own account, the aforementioned error message may appear if you deposited your account below the minimum deposit threshold (10,000 EUR or equivalent in other currencies) and want to withdraw your funds before reaching the minimum deposit level. In this case, please contact the Exante Client Services team via chat or email ([email protected]), and the Support team will be happy to help you!
If your account was funded with 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 your Client’s area, in Settings → Profile.