Security checks on withdrawals: what we may ask and what we never ask

A genuine email about your withdrawal comes from JAFX Support at support@jafx.com. We may ask you a few questions by email. To check a withdrawal, we never phone you, ask for a selfie or a video call, or ask for your passwords or codes.

Why a withdrawal may get an extra check

Our payments team reviews every withdrawal before it is sent. We make extra checks only where the activity on an account is unusual or looks suspicious. An extra check does not mean you have done anything wrong.

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

How we contact you: by email, from support@jafx.com

• Checks on a withdrawal are always done by email.
• Our emails come from JAFX Support <support@jafx.com>. When you reply, your reply goes to the same address.
• We write to the email address registered on your JAFX account. We reply only to that address.
• We do not phone you to check a withdrawal.
• Our staff do not contact clients on WhatsApp or Telegram.

What we may ask

In an email about your withdrawal, we may ask you to:

• Answer some security questions about yourself and your account, so we know we are dealing with the account holder.
• Tell us why you have not traded, if you deposited and asked to withdraw without placing any trades. A short explanation in your reply is enough. You don't need to send any documents for this. See Why are you asking why I haven't traded before my withdrawal?

Reply to our email from your registered email address so everything stays together.

What we never ask for

Whatever the amount, we never ask you for:

• Your portal password (for app.jafx.com).
• Your trading account password.
• A 2FA code from your authenticator app, or any other one-time code.
• Your Support PIN by email.
• A selfie, a live photo or a video call for a withdrawal.
• A phone call to confirm a withdrawal.

Two-factor authentication (2FA) is optional. You do not need it to withdraw. See Two-factor authentication (2FA): turning it on, signing in with it and turning it off.

JAFX never asks for your password or your API key by email, chat or phone. Anyone who does is not JAFX.

What happens to the withdrawal while we wait

• The withdrawal stays Pending while the check is done. You can see it in History in the client portal.
• If we have asked you something, the withdrawal stays pending until we receive your reply.
• You will get a response from us within 24 hours of writing to us. If something will take longer, we tell you.
• You can keep trading with the money in your trading accounts.
• You can cancel the withdrawal yourself while it has not been sent. Open it from History. While you can still cancel it, 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.

See also Why is my withdrawal still pending? and How long does a withdrawal take?

If you think a message is not from us

1. Don't reply and don't share anything. Never send a password, a 2FA code, a one-time code or your Support PIN.
2. Check the sender. Our emails come from support@jafx.com. We never ask you to confirm a withdrawal in a phone call or in a WhatsApp or Telegram message.
3. Check your withdrawal yourself. Don't follow a link in the message. Go to app.jafx.com, sign in and open the withdrawal from History.
4. Contact us. Use live chat (the Chat button in the client portal, where you talk to a real person) or email support@jafx.com from your registered email address. Include the transaction ID of your withdrawal if you have one.
5. If you have already shared your password, change it straight away. Go to Settings → Security → Change password and choose Email me a reset link. Then tell us.

For more on protecting your account, see Account security FAQ: support PIN, 2FA, locked and suspended accounts and Emails and text messages JAFX sends you.

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