Why was my withdrawal rejected?

Updated 13 November 2026

A Rejected status means our payments team reviewed your withdrawal and did not approve it. Nothing changes in your wallet: the money never left it. If you want to know why, contact us with the transaction ID.

Finding the withdrawal and its transaction ID

Sign in to the client portal at app.jafx.com.
Select History in the menu at the top of the page (under Funds). On a phone, open the menu and select History.
To find it quickly, set the Status filter to Rejected, or the Type filter to Withdrawal.
Click the withdrawal to open its page, for example "Withdrawal #123".
We may also email you about it, so check your inbox.
Select More details to see the Transaction ID. Quote it whenever you contact us.

If you want to know why it was rejected, contact us with the transaction ID (see "When to contact us" below).

See Where to find your withdrawal history, status and transaction ID.

Your money stays in your wallet

Your wallet balance does not change while a withdrawal is pending, so a rejected withdrawal changes nothing: the money never left the wallet you withdrew from.
Nothing was sent to your crypto address. There is nothing to recover on the blockchain.
You can use the money again straight away. You can withdraw it once the cause is fixed, or move it to a trading account under Internal Transfers.

If your wallet balance is lower than before you requested the withdrawal, contact us with the transaction ID.

A negative balance on one of your trading accounts

One reason a withdrawal can be rejected is a trading account with a negative balance.

JAFX offers negative balance protection across all of your JAFX accounts. If the total balance across all your accounts goes below zero, we will not ask you to pay the shortfall. You can still lose all the money you deposit.

Before that point, a negative balance on one account is set off against the balances of your other accounts. This means a withdrawal cannot be made while one of your trading accounts is negative.

In this case we email you. The email names the trading account and the negative amount.

To resolve it:

If you have enough money in a wallet: move funds from your wallet to the negative trading account under Internal Transfers. Then request your withdrawal again. See How to transfer funds between your wallet and trading accounts.
If the total across all your accounts is below zero: contact us. You will not be asked to pay the shortfall.

For how margin, margin call and stop-out work, see Margin, margin call, stop-out and risk terms.

Fixing the cause and requesting again

To try again, submit a new withdrawal once you have dealt with the cause:

Check your wallet balance. Your wallets are shown on the Dashboard.
Go to Withdraw.
Under From wallet, choose the wallet you want to pay from.
Choose your Coin or network.
Paste your own address into Wallet address. Make sure it is on the network you chose.
Enter the amount and click Request withdrawal.

The new request is marked Pending while it is reviewed. Withdrawals are usually processed within minutes, but we advise allowing up to 24 hours in case any additional security checks are needed. A new request is reviewed in the same way as the first, so it is not guaranteed to be approved.

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

When to contact us

you want to know why your withdrawal was rejected
you don't understand the reason, or you aren't sure how to fix it
your wallet balance is lower than before you requested the withdrawal
the total balance across your accounts is below zero

You can reach us in two ways:

Live chat: sign in to the client portal and click Chat. On a phone, open the menu and select Human Support. You chat with a real person.
Email: write to support@jafx.com from your registered email address.

Include the transaction ID in your message. We will never ask you for your password, a 2FA code or a one-time code.

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

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