Updating your personal details and closing your account (FAQ)

Manage your details in the client portal at app.jafx.com: sign in, click your name at the top right and choose Settings. On a phone, open the menu and choose Settings. Some details lock once identity verification has started. To change those, contact support.

Contact support: we are available 24/7 via live chat or email. If you email support@jafx.com, send it from the email address registered on your account.

Support PIN: if you are talking to an agent live without being signed in to the portal, the agent may ask for your 8-digit Support PIN to confirm it's you. We never ask for it by email or in live chat. Find it under Settings → Support PIN and click the eye icon to reveal it. The PIN is valid for 5 minutes. Click Renew to get a new one. Never share your password with anyone, including JAFX staff.

How do I change my phone number?

You can change your phone number yourself, even after identity verification. Go to Settings → Personal information, enter the new number in the Phone field and click Save changes. You'll see "Profile updated."

If you can't sign in, email support@jafx.com from your registered address with:

• your full name
• the phone number currently on your account
• the new number, with its country code

We will confirm your identity first by asking you some security questions. You then verify the new number by SMS.

If the badge beside your number reads "Not verified · optional", verify it:

1. Go to Settings → Personal information.
2. In the Phone field, choose your country code from the list, then type the rest of your number in the box next to it.
3. Click Send code. This saves the number and we send a code to it by SMS.
4. Enter the code and click Confirm. You will see "Phone verified." and the badge changes to Verified.

You can also verify your number on the Verify page, under "Verify your phone number". The identity check needs a verified number.

If you can't sign in because of 2FA, email support to reset it first. See Account security FAQ: support PIN, 2FA, locked and suspended accounts.

Why isn't my new number saving?

• Country code: choose your country code from the list next to the number, then type the rest of the number. You don't need to type the + or the country code yourself.
• Code not entered: the number only shows as Verified after you enter the SMS code.
• "Invalid code.": check the latest SMS and try again.
• "Resend available in…" or "We sent you a code a moment ago. Enter it below.": you can request a new code every 120 seconds. Enter the code you already received, or wait for the countdown and click Resend code.
• "That phone number isn't valid. Check the country code and the number, then try again.": check the country code and the number for typos, or use a different number.
• No SMS: check that your phone has signal and can receive texts from international senders.
• "That code has expired. Use Resend code to get a new one.": click Resend code and enter the new code.
• "You've asked for too many codes. Please try again later.": stop requesting codes and wait 5 minutes before you ask for a new one.
• "Could not send code.": check the number and try again in a few minutes. If it keeps happening, contact us.
• "Captcha verification failed. Please try again.": reload the page and click Send code again. Turn off any ad blocker or VPN if it repeats.
• Wrong number typed: correct it in Settings → Personal information and click Save changes.

If it still fails, email support@jafx.com with the number you're adding and the exact message on screen.

Can I change my email address?

No. Your registered email address can't be changed, either by you or by our support team. To use a different address, open a new JAFX account with it and complete identity verification again. Verification does not carry over.

How do I update my address, name or date of birth?

Before identity verification has started, you can change these yourself:

• Name, gender and date of birth: go to Settings → Personal information and click Save changes. You'll see "Profile updated." You must be at least 18.
• Residence address, country of residence and nationality: update the questionnaire on the Verify page and click Save changes.

Once verification is in progress, under review or complete, these fields lock and you'll see a message saying so: name, gender, date of birth, residence address, country of residence and nationality. Email support@jafx.com from your registered address. Say which details are wrong, what the correct details are and why they need changing.

• Address: we usually need a proof of address showing the new address, such as a utility bill or bank statement less than 90 days old. We also confirm your identity, for example with your security questions.
• Name or date of birth: we confirm your identity and may ask for supporting documents, such as a marriage certificate for a name change. Your new name must match your ID document. You may need to verify your identity again, and we may ask for a photo of you holding your ID. We can correct minor spelling mistakes without documents.

We email you once your details are updated. We aim to reply within 24 hours. Some changes take longer if we need more information.

Can I have more than one account?

Trading accounts: yes. You can have up to 5 live trading accounts open at a time, and you can open up to 10 in total yourself, counting any you have since closed:

1. Go to Trading Accounts and click New account.
2. In the Open trading account window, choose the base currency and leverage.
3. Click Open account.

You need money in your wallet in the currency you choose as the base currency. If your wallet is empty, make a deposit first.

If you need more than 10, contact support and we will review your request. Extra accounts are not guaranteed.

Client profiles: each person may hold only one JAFX profile, and we suspend duplicate profiles. If you created a second profile by mistake, email support@jafx.com and tell us which one to keep. If the duplicate holds money, we tell you and reopen it briefly so you can move the money out yourself.

How do I close my account?

If something isn't working for you, tell us first. We may be able to help.

Closing one trading account

1. Move any money you want to keep to your wallet using Internal Transfers.
2. Go to Trading Accounts and click Close on the account card.
3. Confirm with Close account. The account closes permanently and you'll see "Trading account closed."

Affiliates can't close their primary commissions account (marked PRIMARY). The Close button only appears when you have more than one open trading account, so you can't close your only trading account this way.

Closing your whole JAFX profile

1. Withdraw your money. Withdrawals are paid only from your wallets. Move funds from your trading accounts to a wallet using Internal Transfers. Then request a withdrawal on the Withdraw page. Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed. See Withdrawals: how to withdraw, limits, fees and timeframes.
2. Ask us to close it. Email support@jafx.com from your registered address. We'd welcome your feedback on why you're leaving. If you ask by live chat, we email your registered address and ask you to confirm.
3. We close the account. Once your withdrawal has been processed and you've confirmed, we close the account as soon as we have confirmed your identity with your security questions and know why you are leaving, and we email you.

If money is still in the account, we tell you how much is left and help you withdraw it. If the balance is below the $10 minimum withdrawal, you can top up to reach the minimum or leave the funds in the account.

To come back in future, contact us.

How do I stop receiving emails or calls?

Marketing emails: go to Settings → Email notifications and click Unsubscribe. You'll see "You've successfully unsubscribed from our marketing list." You can also use the unsubscribe link at the bottom of any marketing email. To subscribe again, use the same place.

If you use the unsubscribe link in an email: the link opens the client portal. Sign in if asked. Settings opens with a box titled "Unsubscribe from marketing emails" that asks "Are you certain you would like to stop receiving marketing communication?"

• Click Unsubscribe to confirm. Until you do, nothing changes.
• Click Cancel to stay subscribed.

If you had already unsubscribed, the box says "You have successfully unsubscribed from our mailing list." Click Close.

Phone calls: go to Settings → Phone calls and click Unsubscribe.

Note: unsubscribing stops marketing and product updates only. Verification, password-reset and other account emails still arrive.

The web trader and the client portal do not email trading statements or trade confirmations. You download your statement yourself from the Portfolio page of the web trader. To stop any other type of email, contact support@jafx.com and tell us which emails you mean.