I can't get into the email address registered on my JAFX account

Your registered email address can't be changed, by you or by our team. Instead, you contact us and we confirm your identity. You then open a new JAFX account with an email address you can use and verify it, and we help you with any money on the old account.

Why the registered email matters and why it can't be changed

Your registered email is one of the main ways we protect your account:

• Password reset links are sent to it.
• Account emails go to it, such as your trading account login details and new trading passwords.
• It helps us confirm that the person asking to move or withdraw money really is you.

If someone got into your account, a quick email change would let them take your funds. For that reason, there is no way to change the address, either in the client portal or through our team. See Can I change the email address on my JAFX account?

First check it isn't just a delivery problem

If you can still open the mailbox but an email hasn't arrived:

• Check your spam, junk and promotions folders.
• Make sure you are looking in the mailbox of the address you signed up with.
• Wait a few minutes. If you asked more than once, use only the newest email.

See I didn't receive my JAFX verification email or Signing in, forgotten password and password expiry. Continue below only if you really can't use the mailbox, or can't send or receive email in it.

Contact us and confirm your identity

• Live chat: if you can still sign in to the client portal at app.jafx.com, click Chat. You reach a real person, 24/7.
• Email: write to support@jafx.com from an address you can use. Tell us the email address you registered with, and briefly how you lost access to it.

Before we discuss or release anything, we confirm your identity, for example with security questions about your account. We never ask for your password, your 2FA code or a one-time code. See How JAFX support confirms it's really you.

If you think someone else has taken over your email or your JAFX account, see What to do if your JAFX account has been hacked.

If there is no money on your account

Once we have confirmed your identity, we suspend the old account to keep it secure. We can no longer reach you at its email address. You can then open a new account with an email address you can use (see below).

If you have money and can still sign in to the portal

1. Move your money to your wallet. Withdrawals are paid only from a wallet. If you have money in a trading account, go to Funds → Transfer and move it to your wallet. See How to transfer funds between your wallet and trading accounts.
2. Request a withdrawal. Go to Funds → Withdraw and request a withdrawal of your full balance to your own crypto address.
3. Open and verify a new account with an email address you can use (see below).
4. Reply to our payments team. Once your new account is verified, our payments team emails you at your new address. Reply to that email so we know we can reach you there.

We then process your withdrawal and suspend your old account. Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed.

If you have money but can't sign in

1. Contact us by email and answer our security questions. To protect your funds, we suspend your current account.
2. Open and verify a new account with an email address you can use (see below).
3. Tell us when you're done. Reply to our email once your new account is verified.
4. Reply to our payments team. They email you at your new address. Reply to that email so we know we can reach you there.

We then let you know how your funds will be returned to you. If you would prefer not to open a new account, tell us and we'll explain the alternative.

Opening and verifying your new account

Verification doesn't carry over from your old account, so you verify the new one in full.

1. Go to app.jafx.com and sign up with an email address you can access. See How to create a JAFX account and verify your email.
2. Open the verification link we send to that address. It stays valid for 48 hours.
3. In the portal, open Verify. Answer any questions shown, then complete Verify your phone number. The identity check can't start until your phone is verified.
4. Select Start verification and have ready: - a passport, ID card or driving licence - a proof of address - a document showing where your money comes from

Your proof of address and source-of-funds documents must be dated within the last 90 days. Your name, date of birth and address must match the details on your old account. See How to verify your account (KYC).

What happens to your old account

Your old account is suspended. If there was money on it, this happens as part of the steps above. From then on, use your new account only, registered to your new email address.

Need help?

We are available 24/7 via live chat or email (support@jafx.com). See How do I contact JAFX support?