Can someone else contact JAFX about my account for me?

No. We discuss your account only with you, the account holder. This applies even if you give your permission. Your partner, a relative, your accountant or your adviser can ask us general questions about JAFX, but we will not tell them anything about your account or act on their requests.

We deal only with the account holder

We give information about your account only to you. We never give it to anyone else, such as an accountant, a lawyer, a relative or a friend.

This covers everything about your account, including:

• your balances, deposits, withdrawals and transfers
• your trading accounts and trades
• your verification status
• anything you have asked us about before

We also won't tell anyone whether you have a JAFX account at all.

Only you can ask for changes to your account, withdrawals or transfers. We will not act on these requests from anyone else.

Before we look into anything on your account, we confirm that we are speaking with you. See How JAFX support confirms it's really you.

What we can tell someone else

Anyone may ask us general questions about JAFX, for example:

• how JAFX works
• which deposit methods we offer
• how to sign up
• where to find a page in the client portal

We answer these with the same public information that is on our website and in this help centre. We do not give trading advice to anyone.

If the conversation moves on to your account, we stop and explain that we can discuss account matters only with the account holder.

Your permission doesn't change this

Telling us that someone may speak for you does not change our answer, now or later. This applies:

• if you say so in live chat or by email
• if the other person says you have agreed
• if the other person takes over a live chat that you started

If you want to carry on with your own request, we first confirm that it is you. We then deal only with your request.

Copying someone into an email

You may copy (CC) someone into an email to support@jafx.com. If you do, we will not discuss your account in that email thread.

Instead, we reply to you in a new email, sent only to the email address registered on your JAFX account. We first confirm that it is you.

If you want someone to see the information, read our reply yourself and decide what to share.

Someone claiming legal authority

Someone may tell us they have legal authority over your account, for example under a power of attorney, as a guardian or executor, as a lawyer or under a court order.

• We share nothing and change nothing on someone's word alone.
• They can write to support@jafx.com and explain their position. We review each case.
• We cannot promise that the review will lead to any information being shared or any change being made.

What you should do instead

1. Contact us yourself. Use live chat (the Chat button in the client portal), or email support@jafx.com from your registered email address. Include the transaction ID if your question is about a transaction.
2. Share documents yourself if you need to. You can download your account statement from the JAFX Terminal. See Web trader orders, charts, portfolio and account statements. You can also ask us by email for the records of a closed account. You can pass what you receive on to your accountant or adviser yourself.
3. Keep your login details to yourself. Do not share them, even with someone you trust. Anyone with them can see your data, trade on your account and request transactions. This includes your portal password, your trading account password, your 2FA codes and your Support PIN. See Account security FAQ: support PIN, 2FA, locked and suspended accounts.

Our staff never ask for your portal password, trading account password, 2FA code or one-time code. That is true whoever is asking.

Need help?

We are available 24/7 via live chat or email (support@jafx.com). See How do I contact JAFX support?