I sent more or less than my deposit amount

If you sent the payment to the deposit address shown for your own deposit request, we credit the amount that arrives, whether it is more or less than you requested. The amount that arrives must be at least $10 (USD equivalent). If less than $10 arrives, top up to the same address until the total reaches the minimum.

These rules apply only to a payment sent to the address your deposit request gave you. If you sent it to an earlier address, see I sent my deposit to an old deposit address. If you used a different network or token, see I sent my deposit on the wrong network or sent an unsupported token.

Sent more than requested

• The full amount that arrives at the deposit address is credited to your wallet.
• You don't need to send us anything.
• The deposit is credited once the network has confirmed your transaction. Bitcoin needs 6 network confirmations. See How long deposits take: confirmations by network.
• When it is credited, you see "Deposit received": "{amount} has been credited to {wallet}."

Sent less, but at least the $10 minimum

• The amount that arrives is credited to your wallet, as long as it is at least $10 (USD equivalent).
• You don't need to send proof of payment.
• It shows in History once your transaction has the network confirmations it needs.

Sent less than the $10 minimum: topping up to the same address

A payment that arrives below the $10 minimum is not credited on its own. To have it credited:

1. Work out how much more is needed for the total received to reach $10 (USD equivalent).
2. In your crypto wallet, send the difference to the same deposit address, on the same network, with the same coin.
3. Send a little more than the bare difference. A network fee is taken from this payment too, and the total that arrives must still reach $10.
4. Once the total reaches the minimum, the deposit is credited to your wallet.

This is the only time you reuse a deposit address. For every other deposit, make a new deposit request on the Deposit page and use the new address it gives you.

Why less arrived than you sent: network fees

• We credit the amount that arrives at the deposit address, not the amount that left your wallet.
• The blockchain network charges a fee when you send crypto. Your wallet or exchange takes it. JAFX does not set or receive it.
• If your wallet takes the fee out of the amount you send, less arrives than you typed.
• JAFX charges no deposit fee.
• Before you send, check whether your wallet adds the fee on top or takes it out of the amount.

To get the amount you want credited, send exactly the amount shown on the Send your payment panel, and make sure your wallet adds the fee on top. See Deposit methods, minimum deposit and fees and How Bitcoin network fees work.

What to send us if it isn't credited

If the deposit has not appeared after the network has confirmed it, contact us. You can use live chat (the Chat button in the client portal, with a real person, 24/7). You can also email support@jafx.com from the email address registered on your JAFX account.

Include:

• the transaction ID of your deposit, from History in the client portal (app.jafx.com)
• the blockchain transaction ID (hash) from your crypto wallet
• the coin and network you used
• the amount you sent, and the amount of any top-up
• the date and time you sent it
• the deposit address you sent it to

You can look up your blockchain transaction ID on a public block explorer for your network. It shows whether the transaction is confirmed and how much arrived.

You will get a response within 24 hours. Please don't send the payment again while we look into it. We will never ask you for your password, a 2FA code or a one-time code.

See also Why is my deposit not showing in my wallet? and What does my transaction status mean?

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