What does my transaction status mean?

Finding your transactions

1. Sign in to the client portal at app.jafx.com.
2. In the menu at the top of the page, select History (under Funds). On a phone, open the menu and select History. The page is titled Transaction history.
3. Filter by: - ID: the transaction number - Type: Deposit, Withdrawal or Internal - Status: for example Pending, Finished, Rejected or Cancelled - From / To date: the To date must be the same as or later than the From date
4. Click a transaction to open its page. It shows the amount, the status, the method, the date and when it was completed or processed. If something went wrong, a reason may appear under the status, with a Try again link when you can retry.

The page is titled with the type and number, for example "Deposit #123", "Withdrawal #123" or "Transfer #123". Its rows are Method, Coin, From, To, Date and Completed or Processed; a row is left out when it does not apply. More details opens the Transaction ID, the Payment reference and the Channel. Quote the Transaction ID when you contact us.

If you open a number that doesn't exist or isn't yours, you see "No transaction found with this ID — it may have been removed or you don't have access." Check the number in History.

If you see "No transactions match this filter.", clear your filters and refresh. If the list is still empty, wait a few minutes and try again.

• The list shows 20 transactions a page (← Prev / Next →). Select a column heading (ID, Type, Method, Detail, Amount, When, Status) to sort the page by it.
• Money coming in is shown in green and money going out in red. A failed or cancelled amount is struck through.
• There is no export or download button on this page. For a statement of your trading, see Web trader orders, charts, portfolio and account statements.
• The Deposit, Withdraw and Internal Transfers pages each show their own recent list (Deposit history, Withdrawal history, Internal transfer history) with a link to the full history.

Statuses

For a deposit, the cancel button is Cancel deposit on the Send your payment panel. For a withdrawal that has not been sent yet, open it from History. The page says "This withdrawal is still pending. You can cancel it until it's sent." and shows Cancel withdrawal. Confirm in the dialog "Cancel this withdrawal?" (Keep it / Cancel withdrawal). The money stays in your wallet: it never left. The button only appears when cancelling is allowed for that transaction. If it is not shown for a pending withdrawal, or you see "Failed to cancel transaction. Please try again.", contact us.

When the page and the status disagree

A payment can have ended while its status still reads Pending. Its page then says:

• "This deposit was cancelled, but your transaction history still lists it as Pending: our records haven't been updated yet." (or "This deposit expired before it was completed, …"). Send nothing for this deposit; start a new one.

• "Your payment has arrived, but your transaction history still lists it as Pending: our records haven't been updated yet, so it isn't in your wallet yet. This page updates by itself once it's credited." Wait. Do not pay again.

• "This withdrawal was cancelled, but your transaction history still lists it as Pending: our records haven't been updated yet." (or "This withdrawal expired before it was completed, …"). The money never left your wallet: your balance only changes when a withdrawal is sent.

When a transaction is Finished

• Deposit: the money is in your wallet in the deposit currency. To trade with it, move it to a trading account from Internal Transfers.
• Withdrawal: the withdrawal has been approved and paid out to the destination you chose. A crypto withdrawal may take a short time on the network to reach your wallet.
• Internal transfer: the money has moved between your wallets and/or trading accounts.

Paying Bitcoin inside the portal

After you start a Bitcoin deposit, the transaction page shows a Send your payment panel with a QR code, the exact amount to send, the deposit address and a timer ("Waiting for your payment"). Send exactly the amount shown to the address shown before the timer runs out; the price is held only until then. The panel refreshes every 60 seconds.

Each deposit address is for one deposit only: start a new deposit and use its new address every time. Do not send crypto to an address from a deposit that has expired or been cancelled. If you already did, it is normally still picked up and credited to your wallet automatically. If it has not arrived after the usual time, contact us with the transaction ID and your blockchain transaction ID and we will look into it.

Waiting for blockchain confirmations

1. Open History and click the transaction.
2. Check the Confirmations column in History, or the Confirmations row on the transaction page, which shows the number so far. Select View Confirmations for more detail.
3. While the transaction is Pending, use the link in the Check on blockchain row of the transaction page to follow it on a blockchain explorer. The link is named after the explorer's website.
4. Wait. When the deposit has enough confirmations, it is credited to your wallet and the status changes to Finished. Bitcoin deposits need 6 network confirmations.

The time this takes depends on the network and the network fee paid. See How long deposits take: confirmations by network and How Bitcoin network fees work.

When to contact us

Contact us if:

• your transaction has many confirmations on the explorer but is still Pending in History
• you made a crypto deposit and the payment does not appear in your History. Include the asset, the network, the amount and your blockchain transaction ID
• you are not sure why a transaction was rejected

Include your transaction ID in every message.

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