Trader Contact and Support
Some of the most frequently asked questions from traders are listed in
the FAQ Page with helpful answers from our Support team.
If you don’t find an answer in the FAQ, we’d love the opportunity to help you.
You can get in touch with our Support team directly by completing the form here on this page or calling us on one of our phone numbers.
Speak To Someone At JAFX
If you would like to speak to someone at JAFX then you can either request a call back by filling in the form or you can call us directly on:
+44 20 8089 1402 (UK)
+61 39 9997 331 (Australia)
Please read the following commonly asked questions BEFORE submitting a ticket. Our FAQ page also provides complete instructions and details regarding funding, accounts, and trading. Rather than having to submit a ticket and wait for a response before getting started, we ask that you review both resources.
Why were my documents denied?
ID must be a driving license, passport, or other government issued ID. It must be a color photo that is current (not expired), and needs to display your date of birth. Address proof must be either a bank account statement, credit card statement, or utility bill. This document must also be current, dated within the past 90 days. If your documents were denied, it would be because they did not meet these requirements.
Where are my MT4 login details?
You’ll need to manually create a trading account under your main account to receive your MT4 login details. Instructions for doing that are provided here (see entry #4a): https://www.jafx.com/faq. Please note, however, that the system will not allow you to create the account until you have uploaded your ID and address documents and have the account approved by our compliance department.
Why are my funds not showing in MT4?
After you’ve successfully deposited funds into your landing account, they will need to be internally transferred to your trading or managed account before they will become available in MT4. Instructions for internal transfers are provided here (entry #5): https://www.jafx.com/faq. If you have already made the transfer and the funds are not showing in the trading account, log out and log back into MT4 to allow the balance to update.
Why am I not able to upload my documents?
If you have previously uploaded a document and need to submit a new document, click on the red X to delete the original. This will clear the way for you to upload a replacement document.
Otherwise, if the system is not accepting your documents, it could be one of two problems – file size or type. If the file size is too large, you will need to reduce the size. This can be done using any free photo editing website, program or app (Microsoft Paint, Pixlr, Photoshop, etc). The same type of program can be used to save your file as any one of the acceptable file types (JPG, JPEG, PNG, PDF).
How do I reset my passwords?
To reset your JAFX password, please use the following link: https://portal.jafx.com. Once there, click on “Forgot Password” to request that a reset link be sent to your email. If you have received the “email does not exist” message, be sure to clear your cookies & cache and then use the link listed above to make the request.
You can reset your MT4 password by logging into your main JAFX account, clicking on “My Accounts” and then selecting the account number. You will see the password reset option in the MT4 area.
Why are my personal details wrong and why can't I change them?
Our current 3rd party system does not support the changing of personal account details on the client end and is not being modified at this time. This capability will be provided in the near future. For the time being, please note that this will not impact your ability to verify your account, to trade, or to deposit/withdraw your profits.
Why am I unable to connect to MT4?
The “invalid account” / “authorization failed” / “unauthorized” message are always related to either password or incorrect server selection. Please be sure to select mt4.jafx.com (For branded use JAFX-Real3) as the server when logging in to a real account. For demo, the selection should be JAFX-Demo3. If the server selection is not the issue, please try resetting your MT4 password (see instructions in #5 of this list).
How can I register as an affiliate?
Having an account will also make it possible to see all your referrals and earnings, and of course, withdraw your earnings. You can create an account here: https://www.jafx.com/introducing-broker-affiliates
Please note that if you have created a trading account with us, you will need to use a different email address to sign up for the affiliate account. Once you have registered, the system will generate your link within 30 minutes. At that time, you can click on Marketing Tools to view that link.
How do I create a demo account?
There are two easy options for creating a demo account. You will find those here: https://www.jafx.com/demo-account. Please be sure to write down or store the login details provided, as we do not have access to demo account passwords.
How can I report a problem with a trade?
Trade problems should be reported by opening a ticket. In that ticket, please include your MT4 and the trade ID of the problem trade. Trade ID’s can be found here:
Once we have this information, our trading desk manager can look into this for you.