How to cancel a withdrawal

You can cancel a pending withdrawal yourself in the client portal. Open it from History and select Cancel withdrawal. The money stays in your wallet: it never left.

Cancel it yourself from History

1. Sign in to the client portal at app.jafx.com.
2. Select History in the menu. On a phone, open the menu and select History.
3. Find the withdrawal and click it to open its page. To narrow the list, set Type to Withdrawal and Status to Pending.
4. While the withdrawal can still be cancelled, the page says "This withdrawal is still pending. You can cancel it until it's sent." Select Cancel withdrawal.
5. A dialog asks "Cancel this withdrawal?" Select Cancel withdrawal to confirm. Select Keep it if you want to keep your request.
6. You see "Transaction canceled successfully."

The withdrawal now shows as Cancelled in your history. If you cancelled it yourself, its page shows "You cancelled it".

What happens to the money

• Your wallet balance does not change while a withdrawal is pending, so the money is still in the wallet you requested the withdrawal from. It does not go to a trading account.
• To trade with it again, move it from your wallet to a trading account. See How to transfer funds between your wallet and trading accounts.
• If your account is not verified, cancelled withdrawals don't count toward your $4,000 daily withdrawal limit. Cancelling frees up that amount for the rest of the day (counted in UTC). See "Daily withdrawal limit reached": the $4,000 limit for unverified accounts.

Changing the amount, address or coin: cancel and request again

You can't edit a withdrawal after you have requested it. To change the amount, the wallet address, the coin or the network:

1. Cancel the withdrawal from History, as above.
2. Go to Withdraw.
3. Choose the wallet under From wallet, then your choice under Coin or network.
4. Paste your address into the field labelled with the network you chose, for example Wallet address (Ethereum network). Use an address on that network that can receive that coin.
5. Enter the amount and select Request withdrawal.

If you entered a wrong wallet address, cancel the withdrawal as soon as you notice, while it is still pending.

For the full steps, see Withdrawals: how to withdraw, limits, fees and timeframes.

If you don't see Cancel withdrawal, or cancelling fails

The Cancel withdrawal button appears only while that withdrawal can still be cancelled. Contact us if any of these happens:

• the withdrawal is still Pending but the button is not shown
• you see "Failed to cancel transaction. Please try again."
• the withdrawal shows as cancelled but your wallet balance is lower than before you requested it

To contact us, use live chat with the Chat button in the portal, or email support@jafx.com from your registered email address. Include the transaction ID. You can find it on the withdrawal's page under More details. We can cancel a withdrawal that hasn't been sent yet.

You don't need your Support PIN for this. We will never ask you for your password, a 2FA code or a one-time code.

A withdrawal that has been sent can't be cancelled

Once a withdrawal has been sent, nobody can cancel it, including JAFX. A payment on a blockchain cannot be reversed. Its status then changes to Finished.

Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed. If you want to cancel, do it as soon as you can.

If a withdrawal went to the wrong address, see I sent my withdrawal to the wrong wallet address. For what each status means, see What does my transaction status mean?

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