How to change your phone number

You can change your phone number yourself in the client portal at app.jafx.com, under Settings → Personal information → Phone. This works at any time, including after your identity has been verified.

Change your number in Settings

1. Sign in at app.jafx.com.
2. Click your name at the top right and choose Settings. On a phone, open the menu and choose Settings.
3. Go to Personal information.
4. In the Phone field, choose your country code from the list. Then type the rest of your new number in the box next to it. You don't need to type the + or the country code yourself.
5. Click Save changes. You'll see "Profile updated."

If you typed the number wrongly, correct it in the same field and click Save changes again.

Verify the new number by SMS

Check the badge beside your number after you save it. If it reads "Not verified · optional", verify the new number:

1. In Settings → Personal information, click Send code next to your number. We send a code to that number by SMS.
2. Enter the code and click Confirm.
3. You'll see "Phone verified." and the badge changes to Verified.

Your number only shows as verified after you enter the SMS code. You can ask for a new code every 120 seconds.

If the code doesn't arrive or you see an error message, see Why won't my phone number verify? SMS code messages and what to do.

Verifying from the Verify page instead

You can also verify your number on the Verify page:

1. Click Verify in the top bar.
2. Under Verification steps, find "Verify your phone number".
3. Follow the step to receive the SMS code and enter it.

For more on this step, see How to verify your phone number (and "Verify your phone number first. The identity check needs it.").

If you can't sign in

First, try to get back into your account. Once you're signed in, you can change the number yourself in Settings.

• Forgotten password: use Forgot password? on the sign-in page. See Signing in, forgotten password and password expiry.
• Lost your authenticator app: you need a 2FA reset first. See Two-factor authentication (2FA): turning it on, signing in with it and turning it off.

If you still can't sign in, email support@jafx.com from the email address registered on your account. Include:

• your full name
• the phone number currently on your account
• the new number, with its country code

Before we change anything, we confirm your identity by asking you some security questions by email. You'll get a response within 24 hours. Once we've updated the number, sign in and verify it by SMS as described above.

We never ask for your password, your 2FA code or any one-time code. Don't send them to anyone, including JAFX staff. See How JAFX support confirms it's really you.

Why a verified number matters for the identity check

A verified phone number is needed before you can start the identity check. If your number isn't verified, the Verify page shows "Verify your phone number first. The identity check needs it."

You don't need a verified phone number to deposit, trade or withdraw. It matters only for the identity check. Completing the identity check removes the daily deposit and withdrawal limits for unverified accounts. See How to verify your account (KYC).

If you need help at any step, contact us by live chat (the Chat button in the portal) or email support@jafx.com. We are available 24/7. See How do I contact JAFX support?.