Why did my deposit go to my wallet and not my trading account?

Every deposit at JAFX is credited to a wallet, never directly to a trading account. To trade with the money, move it from your wallet into a trading account with an internal transfer.

Deposits always land in a wallet

When you make a deposit in the client portal at app.jafx.com, you choose a wallet under Deposit to wallet. That is where the money is credited:

• USD Wallet
• EUR Wallet
• GBP Wallet
• Bitcoin Wallet

The coin you send does not decide the wallet. For example, you can send Bitcoin and have it credited to your USD Wallet if that is the wallet you chose.

A trading account is a separate balance. It is the account you trade with on the JAFX Terminal, and it has its own Login number. Money only reaches a trading account when you transfer it there. Withdrawals also work this way: they are always paid out of a wallet.

Finding the wallet your deposit went to

1. Sign in at app.jafx.com.
2. Look at the wallet tiles on the Dashboard. Each wallet has its own tile.
3. If you can't see the wallet you deposited into, select Show empty wallets.

When a deposit is credited, its page shows a Deposit received card: "{amount} has been credited to {wallet}." This tells you which wallet received it.

You can also open History and find the deposit there. A credited deposit shows the status Finished. If it still shows Pending, it has not reached your wallet yet. See Why is my deposit not showing in my wallet?

Reading a Bitcoin Wallet balance

The Bitcoin Wallet is shown in bitcoin (₿) with 8 decimals, for example ₿0.00500000. It is not shown in dollars, so a small bitcoin number can still be the full amount you deposited.

When you deposit into the Bitcoin Wallet, you enter the amount in BTC and the form shows "Equivalent to $…". See Your JAFX wallets: USD, EUR, GBP and Bitcoin Wallet explained.

Moving the money into a trading account

1. Sign in at app.jafx.com.
2. In the menu at the top of the page, select Transfer (under Funds). The Internal transfers page opens.
3. In From, choose the wallet your deposit went to.
4. In To, choose your trading account.
5. Enter the amount.
6. Check the Summary.
7. Select Confirm transfer.

When it works, you see "Transferred! Money has been transferred successfully." or "The money is in your trading account. You can start trading now."

What the transfer costs depends on the currencies:

For a transfer between different currencies, the money is converted at the live exchange rate. The Summary shows the rate, the fee and the Credited amount separately before you select Confirm transfer. See Currency conversion on internal transfers.

For more on transfers, including the messages you may see, see How to transfer funds between your wallet and trading accounts.

If you don't have a trading account yet

If your wallet holds money but you have no trading account, the Internal transfers page says: "Your wallet is funded. Open a trading account, then move money into it here to start trading."

1. Select Open a trading account on that page. You can also open Accounts in the menu and select New account.
2. Fill in the Open trading account form and select Open account.
3. The portal brings you back to the transfer page. Move the money into your new account using the steps above.

See How to open a live trading account and What you need to do before you can trade.

Need help?

If you can't find your deposit in any wallet, contact us by live chat (the Chat button in the portal) or email support@jafx.com from your registered email address. Include the transaction ID from History and the blockchain transaction ID from the wallet you sent from.

We are available 24/7 via live chat or email.