Nothing happened after I clicked Submit deposit: where is my deposit address?

Your deposit address appears on the same page, straight after you click Submit deposit. Look for the Send your payment panel. If you have left that page, open the deposit again from your transaction history.

Where the payment details appear

When you click Submit deposit on the Deposit page of the client portal (app.jafx.com), the same browser tab shows the page for your new deposit. It says "Deposit has been created!" and shows the Send your payment panel.

Nothing opens in a new tab or a separate window. If the page looks unchanged, scroll down and look for Send your payment.

What the Send your payment panel shows

The panel says: "Send exactly the amount below in {coin} on the {network} network to this deposit address. The price is held until the time runs out."

It shows:

• a QR code you can scan with your crypto wallet app
• Amount: the exact amount to send, in the coin you chose
• Network: the network to send on, where it applies
• Deposit address: the address to send to
• a "Waiting for your payment" countdown

Before you send, check these points:

1. Send exactly the amount shown. Crypto prices move, so the amount in the coin is worked out at the current price. It is held for 15 minutes, until the countdown ends.
2. Send on the network shown. As the Deposit page warns: "Pay on the <network> network only. Money sent on another network is lost."
3. Send before the countdown ends. When the time runs out, the panel disappears. Do not send crypto to an address from a deposit whose time has run out. Make a new deposit request instead.

Each deposit gets its own address. Make a new deposit request for every deposit, and use the new address each time. Do not reuse an old one.

After you send, the deposit stays Pending while we wait for your payment to arrive. When it has been credited to your wallet, the status changes to Finished and the page shows "Deposit received".

If you left the page: find the deposit in Transaction History

1. Sign in to app.jafx.com.
2. Open Funds → History (Transaction History).
3. Find your deposit. It shows as Pending. You can filter by Type: Deposit.
4. Select the deposit to open its page and see the Send your payment panel again.

If the countdown has ended, the panel is no longer shown. Go back to Deposit and make a new deposit request. See My deposit request expired: what do I do?

If you change your mind before you pay, you may see Cancel deposit on the deposit's page. It is shown only while the deposit can still be cancelled. If you cancel, don't send any crypto for that deposit afterwards.

If the deposit is not listed

If your deposit is not in History, follow these steps.

1. Refresh the page and check History again.
2. If it is still not there, go back to Deposit and submit it again.

If you saw a message such as "We didn't get an answer in time, so we can't tell whether your … request went through.", check History first. That way you don't create the same deposit twice. For other messages on the Deposit page, see Messages on the Deposit page and what to do about each.

If the Deposit page itself shows an error or won't load, see Error pages in the client portal: what they mean and what to do. You can also see How to clear your browser cache and cookies.

Why a pop-up blocker is not the cause

A deposit never opens a pop-up or a new tab, so you don't need to change your pop-up settings to see your deposit address. The payment details are always on the deposit's own page in the same tab.

If you already sent crypto to an address from an earlier deposit, see I sent my deposit to an old deposit address. If your payment has not arrived in your wallet, see Why is my deposit not showing in my wallet?

Need help?

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

• Live chat: sign in to the client portal and select Chat at the top of the page. On a phone, open the menu and choose Human Support · Live chat. You chat with a real person.
• Email: write to support@jafx.com from the email address registered on your JAFX account. Include your deposit's transaction ID if you have one. If you already sent crypto, also include the transaction ID from your crypto wallet.

We will never ask you for your password, your two-factor (2FA) code or any one-time code.