How to update your address or country of residence

Your address, country of residence and nationality are answers on the Verify page of the client portal. You can change them yourself until identity verification starts. After that, they lock, and you send us a proof of your new address so we can update them for you.

Before verification: update the Verify page questionnaire

If your verification status is Not started, you can change these details yourself:

1. Sign in to the client portal at app.jafx.com.
2. Click Verify in the top bar.
3. Find the questions for your residence address, country of residence or nationality, and enter the new details.
4. Click Save changes.

If you can't find these questions on the page, contact our support team.

After verification: "Locked while your identity verification is in progress or complete."

Once your verification status is In progress, Under review or Completed, these answers lock. You'll see the message "Locked while your identity verification is in progress or complete."

You can't edit them yourself at this point. Instead:

1. Email support@jafx.com from the email address registered on your account.
2. Tell us your new address, and your new country of residence if it has changed.
3. We'll send you some security questions to confirm the request comes from you. Answer them by replying to our email.
4. Send a proof of your new address, as described below.

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

To change your name, gender or date of birth, see "Your name, gender and date of birth are locked": how to correct them. To change your phone number, see How to change your phone number.

Send a proof of your new address

Reply to our email with a document that shows:

• your full name
• your new address

The document must be less than 90 days old.

Documents we accept

• Bank or card statements
• Water, gas or electricity bills
• Landline, internet or cable/TV bills
• Mobile phone bills for contract plans (not prepaid)
• Official letters from a government authority, such as a tax bill

For more detail, see What can I use as proof of address?

File and document requirements

Your document must:

• show an official logo or stamp
• be complete, with every page of a multi-page statement and all corners visible
• be a PDF, PNG or JPG file, up to 10MB

We can't accept screenshots or password-protected files.

What happens next

• We review your document. If it is accepted, we update your address to match it.
• We'll reply within 24 hours. If something will take longer, we'll tell you.
• We email you once your details are updated. To check the change, sign in to app.jafx.com and open the Verify page.
• If your document can't be accepted, we'll tell you why so you can send a new one. See Why was my proof of address rejected, and how do I fix it?

If you've moved to the United States or Canada

JAFX does not accept clients resident in the United States or Canada, or US persons. If you move there, you can't make new deposits or open new live trading accounts. You can keep trading the accounts you already have and withdraw whenever you like. Your account is not closed for this reason. See Which countries can't open a JAFX account? and "We're unable to offer accounts to individuals with US tax obligations under FATCA": what the US person question means.

Contact us

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

• Live chat: sign in to the client portal and click Chat to talk to a real person.
• Email: support@jafx.com, from your registered email address. Send proof of address documents by email.

See How do I contact JAFX support?