Why is my withdrawal still pending?

Pending means your withdrawal is waiting for JAFX to approve it and send the payment. Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed.

What Pending means

Our payments team reviews every withdrawal before it is sent. While that happens, the status is Pending.

To see it, sign in at app.jafx.com, open History and click the withdrawal. The page says:

• "Your withdrawal is waiting for JAFX to approve it and send the payment."
• A panel titled Waiting to be sent: "We send it to the wallet address below once it's approved."

Check that the wallet address shown is the one you meant to use.

While the withdrawal is Pending:

• Your wallet balance does not change. The amount leaves your wallet only when the withdrawal is approved and sent.
• You can keep trading with the money in your trading accounts.
• You can cancel the withdrawal yourself while it has not been sent. The page says "This withdrawal is still pending. You can cancel it until it's sent." and shows Cancel withdrawal. See How to cancel a withdrawal.

When the withdrawal has been approved and sent, the status changes to Finished. If it changes to Rejected, see Why was my withdrawal rejected?

How long it usually takes

Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed.

After the withdrawal is sent, the blockchain still has to confirm the transaction before the funds show in your own wallet. Bitcoin needs 6 network confirmations. See How long does a withdrawal take?

Additional security checks and emails from our payments team

Some withdrawals need extra checks before they can be approved. The withdrawal stays Pending while the checks are done.

If our payments team needs anything from you, they email you.

• Reply directly to that email, so everything stays in one place.
• Checks on a withdrawal are done by email, not by phone.
• We never ask for your password, your 2FA code or any one-time code. Do not send them to anyone.

For what we may ask and what we never ask, see Security checks on withdrawals: what we may ask and what we never ask.

Withdrawals made without trading

If you deposited and then asked to withdraw without placing any trades, your withdrawal may need an extra review. This is a standard check. It does not mean you have done anything wrong.

In that case our payments team emails you and asks you briefly why you did not trade. If you had any difficulty opening a trading account, moving funds or placing a trade, tell us in your reply so we can help. You don't need to send any documents.

Your withdrawal stays Pending until you reply to that email. If you can't find it, contact us and we will add your reply to your request.

See Why are you asking why I haven't traded before my withdrawal?

If the page says the withdrawal was cancelled but History still says Pending

Sometimes a withdrawal has been cancelled, but your transaction history still lists it as Pending because our records have not been updated yet. The withdrawal page then shows a notice saying so. Your wallet balance is not affected: the money only leaves your wallet when a withdrawal is sent.

If your wallet balance is lower than before you requested the withdrawal, contact us with the transaction ID.

For every status you may see, see What does my transaction status mean?

When to contact us

Contact us if:

• your withdrawal is still Pending after 24 hours and we have not emailed you
• our payments team emailed you and you are not sure what to send
• Cancel withdrawal is not shown, or you see "Failed to cancel transaction. Please try again."
• the withdrawal page says the withdrawal was cancelled, but your wallet balance is lower than before you requested it

How to reach us:

• Live chat: click the Chat button in the client portal. You talk to a real person, 24/7.
• Email: write to support@jafx.com from your registered email address.

Include your transaction ID. To find it, open the withdrawal in History and select More details. See Where to find your withdrawal history, status and transaction ID.

You get a response within 24 hours.

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