I sent my deposit to an old deposit address

If you sent crypto to an address from one of your own earlier JAFX deposit requests, the payment is normally still picked up and credited to your wallet automatically. If it has not arrived after the usual time, or you sent it to an address JAFX did not give you, contact us with the details below.

Deposit addresses are single use

• Each deposit request gets its own deposit address.
• Make a new deposit request for every deposit, and send only to the address that request shows.
• Do not save or reuse an address from an earlier deposit, even if you have used it before. An old address may not stay monitored, and paying it can delay your deposit.

There is one exception. If a payment arrived below the $10 minimum, top it up by sending the difference to the same address. See I sent more or less than my deposit amount.

Sent to an address from your own earlier deposit request

This also covers an address from a request that has expired or that you cancelled.

• You usually do not need to do anything. The payment is normally picked up and credited to your wallet automatically.
• It is credited once it has the network confirmations it needs. Bitcoin needs 6 network confirmations. See How long deposits take: confirmations by network.
• You can follow your deposits under History in the client portal. See What does my transaction status mean?
• If the payment has not reached your wallet after the usual time, contact us.

Do not send the payment a second time.

Sent to an address JAFX did not give you

This includes an address you copied wrongly, or an address someone else gave you.

• Contact us with the details below. Our payments team reviews these payments. We cannot promise an outcome.
• Do not send anything more to that address while we look into it.
• If you got the address from a website, email or message that only looked like JAFX, see I was scammed by a fake JAFX website or someone pretending to be JAFX and How to spot a fake JAFX website, email or message.

If you sent the right address but the wrong token or network, see I sent my deposit on the wrong network or sent an unsupported token.

If you are not sure which case applies, contact us. We will check it for you.

What to send us

Contact us by live chat (the Chat button in the client portal, answered by a real person) or by email to support@jafx.com from your registered email address. Include:

• the address you sent the funds to
• the transaction ID (also called the transaction hash or TXID) from your wallet or exchange
• the coin and network you used
• the amount you sent
• the date and approximate time you sent it
• the transaction ID of your deposit request from History, if you made one

You can look up the transaction ID on a public block explorer to see that the payment was sent and where it went. A payment on a blockchain cannot be reversed by the sender, so check the address before every payment.

We never ask for your password, your 2FA code or a one-time code.

We will reply within 24 hours.

How to deposit correctly next time

1. Sign in at app.jafx.com and open Deposit.
2. Under Coin or network, choose the coin and network you will send.
3. Under Deposit to wallet, choose the wallet and enter the amount.
4. Select Submit deposit.
5. The Send your payment panel shows the Amount, the Network, the Deposit address and a QR code. Copy the address or scan the QR code. Do not type it or take it from an earlier deposit.
6. In your own wallet, choose the same coin and network. The page warns: "Pay on the <network> network only. Money sent on another network is lost."
7. Send exactly the amount shown before the timer runs out. The price is held only until then.

If the timer has run out and you have not paid yet, make a new deposit request and use its new address. See My deposit request expired: what do I do?

For each coin, see How to deposit Bitcoin or How to deposit USDT, USDC and other tokens (choosing the right network).

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