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

When you deposit and then ask to withdraw without placing any trades, we carry out an extra review before we process the withdrawal. It is a standard check and does not mean you have done anything wrong. We email you to ask for a short explanation. Your withdrawal stays Pending until we receive it and complete the review.

Why a withdrawal with no trading may get an extra review

JAFX is a trading platform, and the money you deposit is meant for trading. A withdrawal made with no trading activity since your deposit may need an extra review. This is a standard security measure.

Future withdrawals made without trading may be reviewed again in the same way.

What we ask and how to reply

You receive an email from support@jafx.com about your withdrawal. It asks you to tell us briefly why you asked to withdraw before trading.

Depending on your account, we may also ask whether you had difficulty with one of these:

• opening a trading account
• moving your deposited money from your wallet into your trading account
• opening a trade

To reply:

1. Find our email about your withdrawal.
2. Reply directly to that email from your registered email address, so everything stays with your request.
3. In a few sentences, tell us why you decided not to trade with the money you deposited. If something stopped you from trading, say what it was.

You don't need to send any documents.

If you can't find our email, contact us by live chat or email support@jafx.com and include the transaction ID of your withdrawal. We will add your explanation to your request.

What happens to your withdrawal meanwhile

• Your withdrawal stays Pending until we receive your explanation and complete the review.
• On the withdrawal in History you may see: "Your withdrawal is pending while we review your account. Please check the email we have sent you."
• You can keep trading with the money in your trading accounts while the withdrawal is pending.
• If you change your mind, you can cancel the withdrawal yourself while it is still pending. Open it from History and choose Cancel withdrawal. The money stays in your wallet: it never left. See How to cancel a withdrawal.

Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed. The review can only finish after you reply. If we need anything else, we will email you.

For the meaning of each status, see What does my transaction status mean?

If you had trouble opening an account, moving funds or opening a trade

Tell us in your reply. We will help you get started. These are the usual steps:

Opening a trading account

1. Sign in to the client portal at app.jafx.com.
2. Go to Trading Accounts, select New account, then Open account.

If you see "Please answer the trading experience questions below before opening a live account.", answer the questions and try again. See How to open a live trading account.

Moving your money from your wallet to your trading account

Deposits always land in a wallet, never directly in a trading account. To trade, you move the money:

1. In the portal, go to Internal Transfers.
2. In From, choose your wallet. In To, choose your trading account.
3. Enter the amount and click Confirm transfer.

Transfers between the same currency are free and instant. See How to transfer funds between your wallet and trading accounts.

Opening a trade

Trading happens in the JAFX Terminal at https://terminal.jafx.com. The JAFX Terminal is the only trading platform JAFX offers. To open it signed in to your account, use Trade in JAFX Terminal on the account card in the portal. See Logging in to the JAFX Terminal, switching trading accounts and logging out and The JAFX Terminal order ticket: order size, cost lines and why Buy or Sell is greyed out.

Contact us

Contact us by live chat (the Chat button in the portal, answered by a real person) or email support@jafx.com from your registered email address. Include your withdrawal's transaction ID. We never ask for your password, a 2FA code or a one-time code.

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