Security

Two-factor authentication, passwords and keeping your account safe.

• Account security FAQ: support PIN, 2FA, locked and suspended accountsContact us 24/7 by live chat or at support@jafx.com. We do not offer phone support.
  • Why does support ask for my support PIN?
  • My support PIN doesn't match. How do I reset it?
  • I lost my phone or authenticator app. How do I reset 2FA?
  • I'm locked out after too many login attempts. What now?
  • Why was my account suspended, and how do I get it back?
  • I think my account was hacked. What should I do?
• Can someone else contact JAFX about my account for me?No. We discuss your account only with you, the account holder. This applies even if you give your permission. Your partner, a relative, your accountant or your adviser…
  • We deal only with the account holder
  • What we can tell someone else
  • Your permission doesn't change this
  • Copying someone into an email
  • Someone claiming legal authority
  • What you should do instead
• Emails and text messages JAFX sends youJAFX writes to you by email, at the address registered on your account. The only text message (SMS) we send is the code that verifies your phone number. The client…
  • Emails
  • Text messages
  • What we don't send
  • Is this message really from JAFX?
  • An email didn't arrive
  • Stopping emails
• How JAFX support confirms it's really youWe discuss your account only with you, the verified account holder. Before we look into or change anything on your account, we confirm your identity. We never ask for…
  • Why we check before discussing your account
  • Writing from your registered email address
  • Live chat: you are already signed in
  • Support PIN: only when you talk to us live without being signed in
  • Questions about your account details and activity
  • What we never ask for
• How to spot a fake JAFX website, email or messageJAFX uses only three web addresses: jafx.com, app.jafx.com and terminal.jafx.com. Our system emails come from support@jafx.com. We never ask for your passwords, a 2FA…
  • The only JAFX addresses: jafx.com, app.jafx.com, terminal.jafx.com
  • Genuine emails come from support@jafx.com
  • What we never ask for
  • We don't contact clients on WhatsApp or Telegram
  • Deposit addresses come only from your own Deposit page
  • If you think you used a fake site or sent details to a scammer
• I can't get into the email address registered on my JAFX accountYour registered email address can't be changed, by you or by our team. Instead, you contact us and we confirm your identity. You then open a new JAFX account with an…
  • Why the registered email matters and why it can't be changed
  • First check it isn't just a delivery problem
  • Contact us and confirm your identity
  • If there is no money on your account
  • If you have money and can still sign in to the portal
  • If you have money but can't sign in
• I got a JAFX password reset email I didn't ask forAn unexpected password reset email does not change your password. Your password changes only if someone opens the link and chooses a new password. If you didn't ask for…
  • Your password hasn't changed unless the link is used
  • Why it can happen: a sign-up with your address
  • Why it can happen: someone typed your address on Reset your password
  • What to do: don't use the link
  • Securing your account if you're worried
  • Checking the email is genuine
• Two-factor authentication (2FA): turning it on, signing in with it and turning it offTwo-factor authentication (2FA) adds a second step when you sign in to the client portal (app.jafx.com). After your password, you enter a 6-digit code from an…
  • Turn 2FA on
  • Sign in with 2FA
  • Turn 2FA off
  • Moving to a new phone
  • Lost your phone or deleted the app?
  • Where to check whether 2FA is on
• What to do if your JAFX account has been hackedContact us straight away, then lock the attacker out. Secure your email first, then change your portal password and every trading account password, turn on 2FA and…
  • Contact us straight away
  • Secure your email account first
  • Change your portal password
  • Reset the password of every trading account
  • Turn on 2FA
  • Stop API trading and revoke your keys
• Why has my JAFX account been suspended?An account can be suspended for several reasons, including an email address not verified in time, a second (duplicate) profile, a security concern, an account opened…
  • What you see when an account is suspended
  • Failed sign-ins never suspend an account
  • Email address not verified in time
  • A second (duplicate) profile
  • Security: unusual activity or a possibly compromised account
  • Registered from the United States or Canada
• "Your session has expired. Please sign in again.": why I keep being signed outThe client portal (app.jafx.com) allows only one active session per client, so signing in on another device or browser ends the session you had open, and that session…
  • What the message means
  • Only one active session at a time
  • Signing out after a while without activity
  • What to do
  • When an unexpected sign-out is a warning sign
  • The JAFX Terminal is a separate login