How JAFX support confirms it's really you

We discuss your account only with you, the verified account holder. Before we look into or change anything on your account, we confirm your identity. We never ask for your password, your 2FA code or a one-time code.

Why we check before discussing your account

Anyone can write to us claiming to be you. Checking first protects your account and your money.

• We confirm your identity before we discuss your deposits, withdrawals, transfers, trading accounts, verification status or earlier requests.
• We give information about your account only to you. We never give it to someone else, such as an accountant, a lawyer or a relative. See Can someone else contact JAFX about my account for me?
• General questions need no check. Examples are how JAFX works, which deposit methods we offer, how to sign up, or where to find a page in the client portal.

If a conversation moves from a general question to your own account, we confirm your identity before we go further.

Writing from your registered email address

Email requests about your account must come from the email address registered on your JAFX account.

• If you write from a different address, we ask you to send your request again from your registered address. We don't confirm whether another address has an account.
• If you copy someone else into your email, we reply only to your registered address.
• Your registered email address can't be changed. See Can I change the email address on my JAFX account?
• If you can no longer get into that mailbox, see I can't get into the email address registered on my JAFX account.

You don't need your Support PIN for an email request. A PIN would have expired by the time we read your email.

Live chat: you are already signed in

Live chat is in the client portal at app.jafx.com. Open it with the Chat button. On a phone, open Menu, then Human Support · Live chat. You always chat with a real person, 24/7.

You must be signed in to the portal to use live chat, so we already know who you are. We don't ask for your Support PIN in live chat.

Support PIN: only when you talk to us live without being signed in

Your Support PIN is an 8-digit code in the client portal. We ask for it only if you are talking to an agent live and are not signed in to the portal.

To find it:

1. Sign in at app.jafx.com and open Settings.
2. On the Support PIN card, select the eye icon to reveal the PIN.
3. Select Copy and give the PIN to the agent straight away.

The PIN is valid for 5 minutes. The card shows "Pin will expire in: m:ss". If it has run out, select Renew and confirm with Yes, renew, then give the agent the new PIN.

Only reveal your PIN when you have contacted us and an agent asks for it. See What is the Support PIN and when will I be asked for it?

Questions about your account details and activity

We may confirm your identity by asking you questions about your account. Examples are:

• your full name
• your date of birth
• your registered mobile number

For anything to do with the security of your account or your money, we may ask a few more questions about your account and its activity. We may ask them even if you have already given your Support PIN. This includes, for example, a 2FA reset, a change of phone number, a request to close or suspend your account, or an account you think has been hacked.

What we never ask for

Our staff will never ask you for:

• your portal password
• your trading account password
• a 2FA code from your authenticator app
• a one-time code
• your Trading API key

"JAFX never asks for your password or your API key by email, chat or phone." We never confirm your identity by phone. A trading account password is only ever sent to you by email, never given in chat or a ticket.

If someone asks you for any of these, it is not JAFX. Don't reply. See How to spot a fake JAFX website, email or message and What to do if your JAFX account has been hacked.

If we can't confirm your identity

If your answers don't match our records, we can't discuss your account or make any changes from that conversation. This protects your account.

• We won't tell you which answers or details didn't match.
• You can write to us again at support@jafx.com from your registered email address.

If you are unhappy with how your request was handled, see How to make a complaint and escalate to the FAIS Ombud.

We are available 24/7 via live chat or email (support@jafx.com).