I got a JAFX password reset email I didn't ask for

An unexpected password reset email does not change your password. Your password changes only if someone opens the link and chooses a new password. If you didn't ask for the email, don't use the link.

Your password hasn't changed unless the link is used

A password reset email only contains a link. The link opens the "Choose a new password." page. Your password changes only when someone enters a New password, confirms it and clicks Update password.

• The link stays valid for 48 hours. After that it no longer works.
• If two-factor authentication (2FA) is on, the reset page also asks for the 6-digit Authentication code from your authenticator app. Without that code, your password cannot be reset.
• The email is sent to your registered email address. Someone needs access to your mailbox to open the link.

Why it can happen: a sign-up with your address

Someone may try to create a JAFX account with an email address that already has an account. When that happens, the portal doesn't say the address is registered. It sends the owner of that address a password reset email instead.

This can happen when:

• you forgot that you already have a JAFX account and signed up again
• someone else typed your email address on the sign-up form by mistake

If you signed up again yourself, see I signed up but got a password reset email instead of a verification email.

Why it can happen: someone typed your address on Reset your password

Anyone can enter an email address on the "Reset your password." page and click Send reset link. The page always answers "If the email is registered, you will receive a password reset link shortly." It gives the same answer for every address, so it never shows whether an address has a JAFX account.

What to do: don't use the link

1. Don't click the link in the email.
2. Don't forward the email to anyone.
3. Delete it, or leave it. The link stops working after 48 hours.

You can keep signing in with your current password as usual.

Securing your account if you're worried

If you get these emails again and again, or you think someone may know your password:

1. Sign in at app.jafx.com. Open Settings → Security → Change password and click Email me a reset link. Use the link in that email to choose a new password.
2. Change the password of your email account too. Reset links are sent there.
3. Turn on 2FA: Settings → Security → Enable 2FA. See Two-factor authentication (2FA): turning it on, signing in with it and turning it off.
4. Check your Transaction History and your open positions for anything you don't recognise.
5. Contact us by live chat (the Chat button, a real person, 24/7) or email support@jafx.com from your registered email address.

If you see activity you don't recognise, see What to do if your JAFX account has been hacked.

We will never ask for your password, your 2FA code or a one-time code. Don't give them to anyone.

Checking the email is genuine

• Our emails come from JAFX Support <support@jafx.com>.
• Links in our emails open pages on addresses that end in jafx.com, such as app.jafx.com.
• If you're not sure about an email, don't click its links. Type app.jafx.com into your browser and sign in there.

For more ways to check, see How to spot a fake JAFX website, email or message.

Need help?

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