Messages when transferring between your wallet and trading account

A message on the transfer page tells you why your transfer did not go through, or that it is still settling. Find the message below and follow the steps.

To make a transfer, open Funds → Transfer in the client portal (app.jafx.com). Choose where the money comes from and where it goes, enter the amount and click Confirm transfer. When it works you see "Transferred! Money has been transferred successfully." For the full steps, see How to transfer funds between your wallet and trading accounts.

"Couldn't transfer the fund. Please try again later."

The transfer could not be completed, and your money has not moved.

1. Wait a few minutes.
2. Check Funds → History to confirm that the transfer is not listed. This stops you sending the same transfer twice.
3. Try the transfer again.

If it fails again, contact us and send a screenshot of the message.

Amount above the balance, or below the minimum

"Transfer amount should be less than or equal to source account."

The amount is more than the account or wallet you are transferring from holds. When you transfer out of a trading account, the most you can move is its equity.

1. Check the balance of the account or wallet you are transferring from.
2. Lower the amount.
3. Click Confirm transfer again.

For more detail, see "Transfer amount should be less than or equal to source account": how much can I transfer?

"Transfer amount should be greater than or equal to …"

The amount is below the minimum for a transfer. The message shows the minimum. Raise the amount to at least that figure and try again.

"Please use a different account than source account"

You chose the same account or wallet as both the source and the destination. A transfer has to go from one account to a different one.

1. Keep the account you are transferring from.
2. Choose a different wallet or trading account to transfer to.
3. Click Confirm transfer again.

You can transfer in any direction: wallet to trading account, trading account to wallet, wallet to wallet, or trading account to trading account.

"Live rate unavailable right now."

This message appears on a transfer between two different currencies, for example from your USD Wallet to a EUR trading account. Such a transfer uses the live exchange rate, and we could not get one at that moment.

• Wait a few minutes and try again.

When the rate is available, the Summary shows the Rate, the Fee and the Credited amount before you confirm. A transfer between different currencies has a 2% conversion fee. It is shown separately in the Summary and taken from the amount you transfer. A transfer between the same currency has no fee: the Summary shows Fee "Free". Both kinds of transfer are instant. See Currency conversion on internal transfers.

"Transfer submitted — it may take a moment to settle. Check the history below."

Your transfer has been sent and is still being completed.

1. Do not send the same transfer again.
2. Wait a few minutes, then check the history list on the page, or open Funds → History.
3. Look for the transfer and check its status.

If the transfer still does not show after a few minutes, contact us. See I'm not sure my internal transfer went through and What does my transaction status mean?

"This trading account cannot be used as a transfer source/destination."

Transfers into or out of this trading account are not available at the moment. You cannot fix this from your side.

Contact us and tell us which trading account it is (its Login number) and what you were trying to transfer. Our support team will look into it.

If a message keeps coming back

Before you contact us, try these:

1. Reload the page.
2. Sign out and sign in again.
3. Clear your browser's cache and cookies. See How to clear your browser cache and cookies.

For error pages with a number, such as 500 or 503, see Error pages in the client portal: what they mean and what to do.

Contact us

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

• Live chat: sign in to app.jafx.com and click Chat at the top of the page. On a phone, open 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.

Tell us:

• the exact message, or a screenshot of it
• the account or wallet you transferred from and the one you transferred to
• the amount and currency
• the date and time it happened
• the transaction ID, if the transfer appears in Funds → History

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