How to clear your browser cache and cookies

Use these fixes if the client portal (app.jafx.com) or the web trader (terminal.jafx.com) shows wrong or out-of-date details, shows errors, won't load, or doesn't move on after you click a button such as Submit deposit. Work through them in order.

First, sign out and back in. In the portal, click Logout at the bottom of the menu, then sign in again.

Before you clear cookies:

• You will be signed out of websites, including JAFX. Have your email, password and authenticator app (if you use one) ready.
• In the web trader, any account saved with Remember me is removed.
• In the web trader, your chart drawings and indicators, favourites, chart settings, time zone, theme, panel sizes and sound settings go back to the defaults, because they are saved in the browser. Your trades, orders and history are not affected.
• Your funds, trading accounts and transaction history are not affected.

Menu names vary slightly between browser versions. For example, you may see "Delete browsing data" instead of "Clear browsing data."

Chrome

On a computer

1. Click the three-dot menu (More) at the top right.
2. Click Delete browsing data. On older versions, click More tools → Clear browsing data.
3. Choose a time range. All time deletes everything.
4. Tick Cookies and other site data and Cached images and files.
5. Click Delete data (or Clear data).
6. Close Chrome completely, reopen it and sign in to JAFX.

Shortcut: Ctrl + Shift + Delete (Windows) or Cmd + Shift + Delete (Mac).

On Android

1. In the Chrome app, tap the three-dot menu at the top right.
2. Tap Delete browsing data, or History → Clear browsing data.
3. Choose a time range, such as All time.
4. Tick Cookies and site data and Cached images and files.
5. Tap Delete data (or Clear data).

Microsoft Edge

1. Select Settings and more (the three dots, or Alt + F) → Settings → Privacy, search, and services.
2. Under Clear browsing data, select Choose what to clear.
3. Choose a time range, such as All time.
4. Tick Cached images and files and Cookies and other site data.
5. Select Clear now.
6. Close Edge completely and reopen it.

Firefox

1. Click the menu button (three lines) → Settings → Privacy & Security.
2. Under Cookies and Site Data, click Clear Data.
3. Tick Cookies and Site Data and Cached Web Content.
4. Click Clear.
5. Close Firefox completely and reopen it.

Safari

On a Mac: in the menu bar, click History → Clear History, choose all history, then click Clear History. This clears the cache, cookies and history.

On an iPhone or iPad: open the Settings app → Safari (or Apps → Safari). Tap Clear History and Website Data and confirm.

Open a private window

A private window starts with no saved cache or cookies. Use it to check whether stored data is causing the problem.

Sign in to app.jafx.com or terminal.jafx.com in the private window. If everything works there, clear the cache and cookies in your normal window using the steps above.

Allow pop-ups for JAFX

Some actions open a new tab. For example, Trade in JAFX Terminal on a trading account opens the web trader in a new tab. If your browser blocks pop-ups, nothing may happen when you click. Allow pop-ups for app.jafx.com and terminal.jafx.com.

Chrome

1. Go to app.jafx.com.
2. If a pop-up is blocked, an icon appears at the right of the address bar. Click it, choose Always allow pop-ups and redirects from app.jafx.com, then click Done.
3. To add a site yourself, go to the three-dot menu → Settings → Privacy and security → Site settings → Pop-ups and redirects. Next to Allowed to send pop-ups and use redirects, click Add and enter app.jafx.com. Repeat for terminal.jafx.com.

Edge

1. Go to Settings and more → Settings → Cookies and site permissions → Pop-ups and redirects.
2. Next to Allow, select Add and enter app.jafx.com. Repeat for terminal.jafx.com.

Firefox

1. Go to Menu → Settings → Privacy & Security.
2. Under Permissions, next to Block pop-up windows, click Exceptions.
3. Enter app.jafx.com and click Allow. Repeat for terminal.jafx.com, then click Save Changes.

Safari on a Mac

1. Go to app.jafx.com.
2. Click Safari → Settings → Websites → Pop-up Windows.
3. Next to app.jafx.com, choose Allow.

Safari on an iPhone or iPad

Safari can't allow pop-ups for just one site.

1. Open the Settings app → Safari (or Apps → Safari).
2. Turn Block Pop-ups off.
3. Try again in JAFX. Turn Block Pop-ups back on when you have finished.

If you use an ad-blocker or pop-up-blocker extension, pause it for app.jafx.com and terminal.jafx.com, or add both as exceptions.

Still not working?

Try each of these in turn:

1. Another browser. For example, switch from Chrome to Edge, Firefox or Safari.
2. Another device. For example, a computer instead of a phone.
3. Another connection. On a phone, switch between Wi-Fi and mobile data. On a computer, try a different network.

JAFX allows one active portal session at a time. If you sign in on a second device, the first device is signed out.

Contact us

Contact us by live chat or email (support@jafx.com). We are available 24/7. Live chat is inside the client portal: sign in and select Chat at the top of the page (on a phone, open the menu and choose Human Support · Live chat). If the portal won't load or you can't sign in, email us instead. Include:

• what you were trying to do and the exact error message, if any
• a screenshot, if you can
• your device and browser, for example "Windows laptop, Chrome"
• the approximate date and time
• which of the steps above you have tried

We may ask for a HAR file. See How to create and send a HAR file.