Signing in, forgotten password and password expiry

How do I sign in to the client portal?

1. Go to app.jafx.com/login ("Welcome back.").
2. Enter the Email and Password you used when you created your account, then click Sign in.
3. If two-factor authentication (2FA) is on, you see "Two-factor code." Enter the 6-digit code from your authenticator app and click Verify.
4. Your Dashboard opens.

No account yet? Click Create account. See How to create a JAFX account and verify your email.

Signing out. Open your account menu (your first name, top right) and click Log out, or click Logout in the footer. You see "You have been logged out."

The sign-in page has no Remember me box and no sign-in with a Google, Apple or social media account. You always sign in with your email and password.

If you leave the portal unused for a while, it signs you out and shows "Your session has expired. Please sign in again." Sign in again. Nothing on your account changes.

Messages you may see

• "That email and password don't match." The email or password is wrong, or no account exists for that email. Check for typing mistakes, or reset your password (see below).
• "Invalid 2FA code." The code was wrong or out of date. Wait for a new code and try again.
• "Your session has expired. Please sign in again." You can be signed in on only one device or browser at a time. Signing in somewhere else signs you out here. Sign in again.
• "You are required to change your password…" Your password has expired. See Why am I asked to change my password? below.
• "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." Your email and password are not the problem, so a password reset will not help. Email us from your registered address.
• "The security check didn't load…" Turn off any ad blocker or VPN, or try mobile data, then reload the page.

Lost your 2FA device?

You can't complete sign-in yourself. Email support@jafx.com. A 2FA reset needs a support ticket and may take up to 7 days.

I forgot my password: how do I reset it?

1. On the sign-in page, click Forgot password?
2. On "Reset your password.", enter your account email and click Send reset link.
3. You see: "If the email is registered, you will receive a password reset link shortly." This message is the same whether or not the email has an account.
4. Open the email and click the reset link.
5. On "Choose a new password.", enter your New password and type it again in Confirm password.
6. If 2FA is on, also enter the 6-digit Authentication code.
7. Submit. You see "Password updated. Please sign in." Sign in with your new password.

Errors on the reset page

• "Password confirmation does not match." The two passwords differ. Type them again.
• "Authentication code must be 6 digits." Enter the full 6-digit code.
• "Reset link not valid." The link has expired or was already used. Select Request a new link on that page and use the newest email.

Changing your password while signed in

Go to Settings → Security → Change password and click Email me a reset link. Open the link in the email to choose your new password.

The card says: "For your security, password changes are confirmed by email." After you click Email me a reset link you see "We've emailed a password reset link to …" with your email address. Your password does not change until you open the link and choose a new one. You then see "Password updated. Please sign in." and sign in with the new password.

• "We could not send the password reset email. Please try again.": wait a minute and click the button again.
• "We could not find the email address of your account. Please contact support.": contact us.

You can't type a new password directly in Settings.

What are the password requirements?

• Your client portal password must be at least 8 characters. Use one you don't use anywhere else, mixing letters, numbers and symbols.
• Never share your password with anyone, including JAFX staff. An agent may ask for your Support PIN instead. You'll find it in Settings.

Your trading account password is separate:

• Your trading account password is emailed to you when you open a trading account. To change it, see Trading account passwords: reset, forgotten password and investor password.

Why am I asked to change my password?

For security, JAFX may ask you to change your client portal password after a set period. That period is 60 days.

When it expires, sign-in is refused with a message starting "You are required to change your password…":

1. Click Forgot password? and request a reset link.
2. Open the email, choose a new password and submit it.
3. Sign in with the new password.

Your account, balances and trading accounts are not affected.

I didn't get the password reset email: what should I try?

Work through these checks in order:

1. Make sure you entered the email you signed up with, with no typing mistakes.
2. Check your spam, junk and promotions folders.
3. Wait a few minutes, then request the link again. Always use the most recent email.
4. Clear your browser cache and cookies. See How to clear your browser cache and cookies.
5. Try a different browser or a private/incognito window.
6. Try another device, for example your phone.

Still nothing? Contact us.

My login says the account is disabled: what do I do?

• The message asks you to change your password: your password has expired. This is the most common reason. See Why am I asked to change my password? above.
• The message says "Login disabled" and asks you to reset your password: reset it as described above, then sign in with the new password.
• The message says your account has been suspended, or a reset doesn't fix it: contact us and our support team will review your account.

Contact us

Write to support@jafx.com from the email address registered on your account. Live chat is available once you are signed in: select Chat at the top of the portal.

We are available 24/7 via live chat or email.