Why is my balance missing or wrong in the client portal?

A deposit always goes into a wallet, never straight into a trading account. If your money isn't where you expect, check your wallets on the Dashboard first. A trading account only shows money after you transfer it there from a wallet.

Deposits land in a wallet, not a trading account

When your deposit is credited, it goes into the wallet you chose on the deposit form. The wallets are the USD Wallet, EUR Wallet, GBP Wallet and Bitcoin Wallet. They are shown as tiles on the Dashboard.

To trade with the money, move it to a trading account:

1. Open Funds → Transfer, or click Transfer on the wallet tile.
2. Choose the wallet as the source and your trading account as the destination.
3. Enter the amount and click Confirm transfer.

Transfers between matching currencies are instant and free. If the wallet and the trading account use different currencies, the summary shows the rate, the fee and the amount credited before you confirm. See How to transfer funds between your wallet and trading accounts and Currency conversion on internal transfers.

A few other points:

• If your deposit is still Pending in your history, it has not been credited to your wallet yet. See Why is my deposit not showing in my wallet?
• A withdrawal that is Pending does not change your wallet balance. The balance changes only when the withdrawal is approved and sent. See Why is my withdrawal still pending?
• Withdrawals are always paid from a wallet. Money in a trading account has to be transferred back to a wallet first.

For more on the deposit itself, see Why did my deposit go to my wallet and not my trading account?

Empty wallets are hidden: Show empty wallets

The Dashboard does not show a wallet that has nothing in it. To see all your wallets, click Show empty wallets (N). N is the number of hidden wallets.

The only wallet currencies are USD, EUR, GBP and Bitcoin. See Your JAFX wallets: USD, EUR, GBP and Bitcoin Wallet explained.

Bitcoin wallet balances: ₿ and bits

The Bitcoin Wallet shows its balance in bitcoin, with the ₿ sign and 8 decimal places.

Behind the scenes, the balance is kept in bits:

• 1 bit = 0.000001 BTC
• For example, 5,000 bits is shown as "₿0.00500000"

If your Bitcoin balance looks much smaller or larger than you expected, check whether you are comparing bits with bitcoin.

What a trading account card shows

Each trading account on the Accounts page has a card. The card shows:

• a Live or Demo badge
• Equity
• Balance
• Open P&L
• Margin level
• Leverage
• the date the account was Opened
• the Login (the account number)

Margin level is your equity as a percentage of the margin your open trades use. See Margin, margin call, stop-out and risk terms.

Free margin is not shown in the client portal.

Demo accounts are not listed in the client portal, so their virtual funds never appear here. See Demo accounts: opening, logging in and expiry.

"Service temporarily unavailable" and loading errors

Sometimes the portal cannot reach our servers. You then see this banner at the top of the page:

"Service temporarily unavailable": "We're having trouble reaching our servers right now, so balances and account data may appear incomplete or out of date — your funds are not affected. Please try again in a few minutes or contact support."

While the banner shows:

• Your balances may look empty or wrong. Your funds are not affected.
• Don't repeat a deposit, withdrawal or transfer. Wait until the banner has gone, then check Funds → History first.

You may also see one of these messages on the Dashboard:

• "Something went wrong loading your wallets. Please try again later."
• "Something went wrong loading your trading accounts. Please try again later."

If you do, reload the page after a few minutes. If it keeps happening, sign out and back in, or clear your browser's cache and cookies. See How to clear your browser cache and cookies and Error pages in the client portal: what they mean and what to do.

When to contact us

Contact us if:

• the outage banner or a loading message stays for a long time
• a wallet or trading account balance still looks wrong after you have checked all of the above
• a deposit shows as credited but you can't find the money in any wallet

You can reach us 24/7:

• Live chat: sign in and click Chat at the top of the page. On a phone, open Menu, then 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 the transaction ID of the deposit, withdrawal or transfer if there is one, and a screenshot if you can. We will never ask for your password or a 2FA code. See How do I contact JAFX support?