Why can't I open a trading account? Messages you may see

Most messages mean you need to answer your trading experience questions on the Verify page, or try again in a few minutes. If you have already opened 10 live accounts, or you see that account opening is disabled, contact our support team.

You open a live account in the client portal (app.jafx.com) under Accounts, with New account and then Open account. For the full steps, see How to open a live trading account.

"Please answer the trading experience questions below before opening a live account."

Before you open a live trading account, we ask a few questions about your trading experience. These include how long you have traded, which instruments you have traded and how often you trade.

1. Click Verify in the top menu of the client portal.
2. Answer the trading experience questions.
3. Go back to Accounts and click New account.
4. Choose your Base currency and Leverage, then click Open account.

You do not need to complete identity verification to open a trading account. For the other verification steps, see How to verify your account (KYC).

"Account options are unavailable right now." and "Couldn't create the trading account right now."

You may see:

• "Account options are unavailable right now. Please try again later."
• "Couldn't create the trading account right now. Please try again in a few minutes."

The first message means the portal could not load the choices for a new account, such as currency and leverage. The second means the account could not be created at that moment. Both are usually temporary.

1. Wait a few minutes.
2. Reload the page and try again.
3. If it still fails, sign out, sign back in and try once more.

You may also see "We didn't get an answer in time, so we can't tell whether your … request went through." In that case, check your Accounts page before you try again. The account may already have been opened. We email your login details when an account opens. See I didn't receive my trading account login details.

If the problem keeps coming back, see Error pages in the client portal: what they mean and what to do and How to clear your browser cache and cookies.

Account limit: 5 active, 10 in total

There is a limit on how many live trading accounts you can have:

• The total of 10 includes accounts you have since closed.
• There is no daily limit.
• If you have 5 open accounts and want a new one, you can close one you no longer use. See How to close a trading account.
• If you have already opened 10 accounts and need another, contact our support team.

For more detail, see How many trading accounts can I open?

"New trading account creation is disabled…"

The full message is "New trading account creation is disabled for all platforms and currencies. Please contact support."

This means you cannot open a new trading account yourself at the moment. Contact our support team and tell us you saw this message.

Need help?

Contact us by live chat or email. We are available 24/7.

• Live chat: sign in to the client portal and click Chat at the top of the page. On a phone, open Menu and choose Human Support · Live chat. You will chat with a real person.
• Email: write to support@jafx.com from the email address registered on your JAFX account.

To help us, tell us:

• the exact message, or send a screenshot
• the date and time it happened
• the currency and leverage you chose

You will get a response within 24 hours. We will never ask for your password, your 2FA code or any one-time code.