Troubleshooting

Browser problems, error pages and connection messages.

• Error pages in the client portal: what they mean and what to doWhen the client portal (app.jafx.com) can't show a page, it shows a short error page with a number, a title and one line of text. Find the number in the table, then…
  • The error pages
  • Messages inside a page
  • If the error keeps coming back
• How to clear your browser cache and cookiesUse these fixes if the client portal (app.jafx.com) or the web trader (terminal.jafx.com) shows wrong or out-of-date details, shows errors, won't load, or doesn't move…
  • Chrome
  • Microsoft Edge
  • Firefox
  • Safari
  • Open a private window
  • Allow pop-ups for JAFX
• Messages when placing a trade in the JAFX TerminalIf the JAFX Terminal refuses your order or shows a message, find the message below. Each section explains what it means and what to do next.
  • "Market is closed for this symbol"
  • "Invalid stop loss / take profit (wrong side of the market or too close) [bad-stops]"
  • Not enough margin: "This order needs …"
  • "The order was accepted and is waiting for the dealer"
  • "Failed to open position: the broker did not answer"
  • "This account is read-only — trading is disabled [read-only]"
• Messages when transferring between your wallet and trading accountA message on the transfer page tells you why your transfer did not go through, or that it is still settling. Find the message below and follow the steps.
  • "Couldn't transfer the fund. Please try again later."
  • Amount above the balance, or below the minimum
  • "Please use a different account than source account"
  • "Live rate unavailable right now."
  • "Transfer submitted — it may take a moment to settle. Check the history below."
  • "This trading account cannot be used as a transfer source/destination."
• Nothing happened after I clicked Submit deposit: where is my deposit address?Your deposit address appears on the same page, straight after you click Submit deposit. Look for the Send your payment panel. If you have left that page, open the…
  • Where the payment details appear
  • What the Send your payment panel shows
  • If you left the page: find the deposit in Transaction History
  • If the deposit is not listed
  • Why a pop-up blocker is not the cause
• Problems signing up: the robot check and "Too many new accounts"If the sign-up form asks you to prove you're not a robot, tick the box and submit the form again. If it says too many new accounts were opened from your connection, wait…
  • "Please tick the box below to show you're not a robot."
  • Security check failed: refresh, change browser, pause blockers
  • "Too many new accounts have been opened from your connection"
  • Email addresses that can't be used
  • What the sign-up form asks for
  • After you click Create account
• Trade in JAFX Terminal does nothing or says the login link has expiredIf Trade in JAFX Terminal does nothing, your browser is probably blocking the new tab it opens. Allow pop-ups for app.jafx.com and click it again. If the terminal says…
  • Terminal link versus the Trade in JAFX Terminal button
  • Nothing opens: allow pop-ups for app.jafx.com
  • "This login link has expired or was already used."
  • Log in with your trading account number instead
• "We can't sign you in right now because of a problem with your identity check"This message means the client portal could not open the record of your identity verification, so it cannot sign you in. You can't fix it yourself. Email support@jafx.com…
  • What the message means
  • Why resetting your password won't help
  • What to send us
  • What happens next
• Why can't I open a trading account? Messages you may seeMost messages mean you need to answer your trading experience questions on the Verify page, or try again in a few minutes. If you have already opened 10 live accounts,…
  • "Please answer the trading experience questions below before opening a live account."
  • "Account options are unavailable right now." and "Couldn't create the trading account right now."
  • Account limit: 5 active, 10 in total
  • "New trading account creation is disabled…"
• Why do the dates and times in the client portal look wrong?The client portal (app.jafx.com) shows every date and time in London time, not in your local time. Dates are written month first, with a 12-hour clock. So a time on your…
  • The time zone the portal uses
  • How dates are written
  • You can't choose a time zone
  • When the unverified daily limit resets
  • Times in the JAFX Terminal
  • Still not sure?
• Why is my balance missing or wrong in the client portal?A deposit always goes into a wallet, never straight into a trading account. If your money isn't where you expect, check your wallets on the Dashboard first. A trading…
  • Deposits land in a wallet, not a trading account
  • Empty wallets are hidden: Show empty wallets
  • Bitcoin wallet balances: ₿ and bits
  • What a trading account card shows
  • "Service temporarily unavailable" and loading errors