What is the Support PIN and when will I be asked for it?

Your Support PIN is an 8-digit number in the client portal, under Settings → Support PIN. An agent may ask for it to confirm that you are the account holder. This only happens when you are talking to an agent live and you are not signed in to the portal.

Where to find your PIN

1. Sign in to the client portal at app.jafx.com.
2. Click your name at the top right and choose Settings. On a phone, open the menu and choose Settings.
3. Find the Support PIN card.

The PIN is masked until you reveal it. The card also shows this note: "Note: A support agent may ask you for your 8 digit pin to help assist with your request."

Reveal, Copy and Renew

The Support PIN card has three buttons:

• Reveal (the eye icon) shows the 8 digits.
• Copy copies the PIN so you can paste it.
• Renew gives you a new PIN. You'll see "Generate a new PIN?". Click Yes, renew to confirm.

How long it is valid

Each PIN is valid for 5 minutes. A countdown on the card shows the time left, for example "Pin will expire in: 4:12".

If the PIN runs out before you give it to the agent, click Renew to get a new one. Then give the agent the new PIN.

When an agent asks for it, and when we never do

An agent may ask for your Support PIN only when you are talking to an agent live and you are not signed in to the portal. The PIN lets the agent check that it's really you.

We never ask for your PIN:

• By email. A PIN would expire long before we could read your email. When you email support@jafx.com from your registered address, we confirm your identity in other ways.
• In live chat. You have to be signed in to the portal to use the Chat button, so we already know who you are.

If someone asks for your PIN by email, in a chat or in a message outside the portal, do not send it. Contact us instead.

To learn the other ways we check your identity, see How JAFX support confirms it's really you.

What we never ask for

The Support PIN is the only code an agent may ask you for. Our support team will never ask you for:

• your portal password
• your trading account password
• a two-factor authentication (2FA) code from your authenticator app
• any other one-time code
• your Trading API key

Never share these with anyone, including JAFX staff. When you reset a trading account password, the new password is only ever sent to your registered email address. It is never given in a chat or a ticket.

If you think someone has your password or has tried to use your account, see What to do if your JAFX account has been hacked. To check whether an email or website really comes from JAFX, see How to spot a fake JAFX website, email or message.

Contact us

We are available 24/7:

• Live chat: sign in at app.jafx.com and click Chat. On a phone, open Menu, then Human Support. You chat with a real person.
• Email: write to support@jafx.com from the email address registered on your account.

For more on keeping your account safe, see Account security FAQ: support PIN, 2FA, locked and suspended accounts.