I have two JAFX accounts: what happens to a duplicate profile?

Each person may hold only one JAFX profile, so we suspend or close duplicate profiles. Tell us which one you want to keep. If the other one holds money, you withdraw that money yourself before it is closed.

One profile per person (several trading accounts are fine)

Your JAFX profile is the account you sign in to at app.jafx.com with your email address and password. A duplicate is a second profile, registered with a different email address.

Inside one profile you can hold several wallets and several live trading accounts. That is not a duplicate. You can have up to 5 live trading accounts open at a time, and you can open up to 10 in total yourself. See How many trading accounts can I open?

If you opened a second profile because you wanted to use a different email address, note that a registered email address can't be changed. See Can I change the email address on my JAFX account?

If our support team told you to open a new account after your account was compromised, that new account is not a duplicate.

Tell us which account to keep

Contact our support team by live chat (the Chat button) or by email to support@jafx.com. If you email us, send it from the email address of the profile you want to keep. Tell us that you opened a second profile and which one you want to keep.

• We confirm that it's really you before we act. See How JAFX support confirms it's really you.
• For your security, we never share the details of the other profile. We won't give you its email address, name, phone number, balance or account numbers, even though it is yours. We may ask you which email addresses you have used to register with JAFX.
• We never ask for your password, a 2FA code or a one-time code.

If we find a duplicate first, we contact you and ask which profile you want to keep.

If the other account holds money

We suspend the profile you are not keeping. Because it holds money, we tell you and reopen it briefly so you can move the money out yourself. A duplicate is never closed with money in it.

To empty the profile you are closing:

1. Sign in to that profile at app.jafx.com.
2. Close all open trades. We can't close an account with open positions.
3. Go to Internal Transfers and move the money from each trading account into your wallet. Withdrawals are paid only from a wallet.
4. Go to Withdraw, choose your method and wallet, enter the amount and select Request withdrawal. The money goes to your own crypto wallet address.

Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed.

If the profile you are emptying is not verified, its daily withdrawal limit still applies. See "Daily withdrawal limit reached": the $4,000 limit for unverified accounts.

Once your withdrawal has been processed, we suspend the profile again and contact you by email to close it.

If neither or only one account holds money

• Only one profile holds money: we keep the profile with the money. We close the profile with no money straight away, with no notice period. Your balances, trading accounts and history on the profile you keep are not affected. You don't need to do anything.
• Neither profile holds money: we ask you which one to keep. If we don't hear from you within 24 hours, we keep the profile you use most and close the other.

When the duplicate is closed, you keep signing in to the remaining profile at app.jafx.com as usual.

Why we can't link accounts or move money between them

Each person may hold only one profile, so we can't link two profiles together. Our staff also never move money from one of your profiles to another.

The Internal Transfers page moves money only between the wallets and trading accounts of the profile you are signed in to. It can't send money to another profile. That is why you withdraw the money from the duplicate yourself, as described above. See How to transfer funds between your wallet and trading accounts.

If you have any questions, contact us. We are available 24/7 via live chat or email at support@jafx.com. See How do I contact JAFX support?