I didn't receive my trading account login details

Your Login number is always on the account card in the client portal, so you can find it there yourself. If the password email is missing, use Reset pwd on that card and we will email you a new password.

Where the login details are sent

When you open a live trading account, you see: "Your trading account is open and the login details are on their way by email."

• The email goes to the address registered on your JAFX account. This is the address you use to sign in to the client portal at app.jafx.com. You can see it in Settings → Personal information.
• It comes from JAFX Support <support@jafx.com>.
• It contains the account's Login number and its trading password.

Your trading password is not your portal password. Each trading account has its own password. See Logins and passwords explained: portal, trading account and web trader.

Check spam, junk and promotions

Before anything else, look in your spam, junk and promotions folders. Search your mailbox for support@jafx.com. If you find the email there, mark it as not spam so later emails from us reach your inbox.

Find your Login number on the account card

You don't need the email to find your Login number:

1. Sign in at app.jafx.com.
2. Select Accounts in the menu at the top of the page. This opens the Trading accounts page.
3. Find the card for the account and copy the number labelled Login.

The card also shows an account name, such as USD-001-000014. That name is not your Login. Use the number labelled Login.

If the account holds money, you can also select Trade in JAFX Terminal on its card. This opens the JAFX Terminal at terminal.jafx.com already logged in to that account, without typing a password.

Get a new password with Reset pwd

If you can't find the password, you can ask for a new one at any time:

1. Sign in at app.jafx.com and select Accounts.
2. Find the card for the account and check that the Login number is the right one.
3. Select Reset pwd on that card.
4. A box asks 'Reset Password for "<login>"?' and says "New password will be sent to registered email address." Select Reset Password.
5. You see "New password emailed."

The new password is not shown on screen. It is emailed to your registered address. If it doesn't appear in your inbox, check spam, junk and promotions again. If you are logged in to the JAFX Terminal with that account, you are logged out there: "A terminal signed in to this account will be signed out." Log in again with the new password.

If you have more than one trading account, each one has its own password. Reset the one you need. See How to reset your trading account password.

If no email arrives after a reset, contact our support team. Tell us the account's Login number.

Demo accounts

Reset pwd works only for live accounts. The portal shows a demo account's Login and password once, when you open it. We don't keep the password, and demo accounts are not listed in the client portal. If you didn't save them, open a new demo account. See Demo accounts: opening, logging in and expiry.

If you no longer use that email address

Login details and new passwords only go to your registered email address. A registered email address cannot be changed, either by you or by our support team. To use a different address, you need to open a new JAFX account with it and complete verification again.

If you can no longer get into your registered inbox, contact support@jafx.com. See I can't get into the email address registered on my JAFX account and Can I change the email address on my JAFX account?

Why we never send passwords in chat

For your security, our support team never types or sends a password in live chat or in a support message. A trading password is only ever sent by email, to your registered address, when an account is opened or when you use Reset pwd.

We will never ask you for your password, your 2FA code or any one-time code. If someone does, it is not JAFX. See How to spot a fake JAFX website, email or message.

Contact us

If you still need help, use live chat (the Chat button in the client portal) to talk to a real person. You can also email support@jafx.com from your registered email address. Include the Login number of the account. See How do I contact JAFX support?

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