"We can't sign you in right now because of a problem with your identity check"

This message means the client portal could not open the record of your identity verification, so it cannot sign you in. You can't fix it yourself. Email support@jafx.com from the email address registered on your JAFX account, and our support team will look into it.

What the message means

When you sign in at app.jafx.com, the portal shows this message:

"We can't sign you in right now because of a problem with your identity check. Please contact support at support@jafx.com, and we'll sort it out."

The portal shows it when it cannot open your verification record on our side. It is not about the email address or password you typed.

• If your email or password were wrong, you would see "That email and password don't match." instead.
• If you had tried too many times, you would see "Too many tries. Please wait a minute and try again." instead.

Why resetting your password won't help

The problem is with your verification record, not with your password or your sign-in settings. These will not clear the message:

• resetting your portal password with Forgot password?
• asking us to reset your two-factor authentication (2FA)

You don't need to do either of these first. Contact us instead.

What to send us

Live chat is inside the client portal and is only available once you are signed in. So for this message, email us.

1. Write to support@jafx.com from the email address registered on your JAFX account.
2. Say that you see the message "We can't sign you in right now because of a problem with your identity check" when you sign in.
3. Add the date and time you last saw it.
4. Attach a screenshot of the message, if you can.

Never send us your password, a 2FA code or any other one-time code. We never ask for them. We may ask you some questions to confirm your identity. See How JAFX support confirms it's really you.

If you can no longer get into your registered email address, see I can't get into the email address registered on my JAFX account.

What happens next

• You get a response from our support team within 24 hours.
• That is a response, not a guaranteed fix. If looking into your verification record takes longer, we tell you.
• Reply in the same email thread if we ask you for anything. That way your case stays in one place.

For other sign-in problems, see Signing in, forgotten password and password expiry. For all the ways to reach us, see How do I contact JAFX support?

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