Why has my JAFX account been suspended?

An account can be suspended for several reasons, including an email address not verified in time, a second (duplicate) profile, a security concern, an account opened from the United States or Canada, or a breach of the Trading Terms. To ask us to review it, email support@jafx.com from your registered email address.

What you see when an account is suspended

When you try to sign in to the client portal at app.jafx.com, a message under the Email field tells you that your account is suspended. You can't sign in until the suspension is lifted.

Failed sign-ins never suspend an account

Typing a wrong password, even many times, does not lock or suspend your account.

• "That email and password don't match." means the email or password is wrong. Click Forgot password? to choose a new one.
• "Too many tries. Please wait a minute and try again." is a short wait, not a suspension. Wait for the time shown, then try again.

See Signing in, forgotten password and password expiry.

Email address not verified in time

When you create an account, we email you a verification link. If you don't open it in the time allowed, the account is suspended automatically.

1. Email us and ask for the account to be enabled again.
2. We enable it and send you a new verification email.
3. Open the link in that email yourself. The link stays valid for 48 hours.

We can't mark your email as verified for you. See I didn't receive my JAFX verification email.

A second (duplicate) profile

Each client can have one JAFX profile. If you open a second one, the duplicate is suspended.

• If the duplicate holds money, we tell you and lift the suspension so that you can move the money out yourself. The profile is then suspended again. We can't move money between your profiles for you.
• If only one profile holds money, the one with no money in it is closed.
• If neither holds money, we ask which one you want to keep and give you 24 hours to tell us.

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

Security: unusual activity or a possibly compromised account

We may suspend an account to protect it:

• if we see unusual activity on it
• if you tell us your account may have been compromised

Before we lift the suspension, we confirm that you are the account holder. If you think someone else has used your account, see What to do if your JAFX account has been hacked.

Registered from the United States or Canada

JAFX does not accept clients from the United States or Canada, including US persons for tax purposes. An account should never be opened from there. If one is, it is suspended and we email you. This applies to an account registered from the United States or Canada, or first verified with a proof of address from there.

If you opened your account elsewhere and later move to the United States or Canada, or become a US person, your account is not suspended for that reason. You can't make new deposits or open new live accounts. You can keep trading the accounts you have and withdraw when you like.

See Which countries can't open a JAFX account?

A breach of the Trading Terms

If we confirm that an account has been used in breach of the Trading Terms, the account is suspended permanently. You may withdraw what is left of your own deposits, but not profits.

If you disagree with the decision, contact our support team. You can also make a formal complaint. See How to make a complaint and escalate to the FAIS Ombud. For where to find the Trading Terms, see JAFX legal documents: where to find them and what each one covers.

How to ask for the suspension to be reviewed

1. Email support@jafx.com from the email address registered on your JAFX account. We can't act on requests from other addresses.
2. Say that your account is suspended and ask us to review it.
3. We send a confirmation email to your registered address. Reply to it to confirm that the request is genuine.
4. Depending on the reason for the suspension, we may also ask you to answer security questions or send identification documents.
5. Once you have confirmed and our checks are done, we tell you the outcome by email.

Things to know:

• We respond within 24 hours. Some reviews take longer. If yours will, we tell you.
• We never ask for your password, a 2FA code or a one-time code.
• Lifting a suspension does not reset two-factor authentication. If you have also lost your authenticator app, say so in your email. See Two-factor authentication (2FA): turning it on, signing in with it and turning it off.
• If you have lost access to your registered email address, see I can't get into the email address registered on my JAFX account.

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

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