"Your session has expired. Please sign in again.": why I keep being signed out

The client portal (app.jafx.com) allows only one active session per client, so signing in on another device or browser ends the session you had open, and that session then shows this message. The portal also signs you out after a while without activity.

What the message means

"Your session has expired. Please sign in again." means your sign-in to the client portal has ended. You need to sign in again with your email and password.

Only one active session at a time

You can be signed in to the client portal in only one place at a time.

• When you sign in on a new device or browser, you are signed out everywhere else.
• The device or browser you were using before shows "Your session has expired. Please sign in again." the next time you use it.

For example, you sign in on your phone while the portal is open on your computer. Your computer then shows the message. If you go back to the computer and sign in there, your phone is signed out instead.

Signing out after a while without activity

For your security, the portal also signs you out when you have not used it for a while. When you come back, you see the same message and sign in again.

What to do

1. Go to app.jafx.com.
2. Enter your Email and Password and click Sign in.
3. If two-factor authentication (2FA) is on, enter the 6-digit code from your authenticator app and click Verify.

To stop the message coming back:

• Use the portal on one device or browser at a time.
• Sign out on devices you no longer use, especially shared ones.

If you can't sign in, see Signing in, forgotten password and password expiry.

When an unexpected sign-out is a warning sign

Because only one session can be active, a sign-out you can't explain may mean that someone else signed in to your account.

If you see the message and you did not sign in anywhere else, and you were not away from the portal for a while:

1. Change your portal password. Go to Settings → Security → Change password and click Email me a reset link. Choose a new password from the link in the email. If you can't sign in, use Forgot password? on the sign-in page.
2. Turn on 2FA. Go to Settings → Security → Enable 2FA. See Two-factor authentication (2FA): turning it on, signing in with it and turning it off.
3. Change the password of your email account. Password reset links are sent to your registered email address.
4. Check your account. Look at your Transaction History and your open positions for anything you don't recognise.
5. Contact us. Use live chat (the Chat button, 24/7) or email support@jafx.com from your registered email address. Tell us what you saw. If there is a transaction you don't recognise, include its transaction ID.

Our staff will never ask for your password, your 2FA code or a one-time code.

If you think your account has been taken over, see What to do if your JAFX account has been hacked. For more on keeping your account safe, see Account security FAQ: support PIN, 2FA, locked and suspended accounts.

The JAFX Terminal is a separate login

The JAFX Terminal at terminal.jafx.com is the only trading platform JAFX offers. It has its own login, separate from the client portal:

• In the client portal, you sign in with your email and portal password.
• In the JAFX Terminal, you log in with your trading account number and trading password. You can also use the Trade in JAFX Terminal button on the account card in the portal.

The message "Your session has expired. Please sign in again." is about the client portal.

• For messages in the terminal, see JAFX Terminal connection, session and loading messages.
• If the Trade in JAFX Terminal button does not work, see Trade in JAFX Terminal does nothing or says the login link has expired.
• To understand which password is used where, see Logins and passwords explained: portal, trading account and web trader.

Need help?

We are available 24/7 via live chat or email (support@jafx.com).