Contact the Desk

The one mailbox

The only address is [email protected], and it reaches the editorial desk rather than a support queue. Write in English and say which page you are asking about, so the reply can point to the exact paragraph.

We do not promise a response time. The desk is small, mail is read in the order it arrives, and a question that needs a broker document checked will take longer than a simple one.

Questions we can answer and the personal trading advice we cannot give

We can answer questions about how gold (XAU/USD) contracts are sized, how margin is calculated at the applicable leverage cap, how a pip of 0.01 is valued, and how the FxPro platforms display these figures. We can explain what the regulator caveat means for a Kenyan reader: FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya. We can also explain how the M-Pesa funding route is normally described. These are factual, mechanical questions with a checkable answer, and they are the ones we are set up to handle.

We cannot tell you whether to buy or sell gold, where to place a stop, how much of your account to risk, or whether a particular position will be profitable. That is personal trading advice, and we do not give it. Gold trading is high-risk and leveraged, and a 0.10-lot position moves in steps of $1 for every 0.01 pip, so the outcome depends on your own decisions and circumstances. We can show you the arithmetic behind a position and explain what a term means, but the decision and the risk remain yours. Anyone who guarantees an outcome on gold is not describing how trading works.

We can also explain what a cost consists of and what it depends on, such as the spread, commission or swap terms that apply to your account, but we cannot quote a number we have not been given. If you ask what you will pay, the honest answer depends on your account type and the broker's current terms, which you should confirm with FxPro directly. We can help you frame that question precisely. We cannot compare costs for you or say one is better than another, because we do not hold the numbers and because cost is only one part of a trading decision.

What to include with a question about a specific gold trade or margin figure

Send the instrument code XAU/USD, the lot size, the entry and exit prices, the account currency, and the exact margin figure you are querying. For example, write that you held 0.10 lots of gold at an entry of 4275.0 and were shown a margin requirement of about $85.50 at the applicable leverage cap. Without the lot size and the price, we cannot check whether the margin shown matches 100 oz per standard lot and a pip value of 0.01. Do not send your account password or M-Pesa confirmation codes; those are never needed to answer a margin or trade-mechanics question.

Send the platform name (MT4, MT5, cTrader, or the FxPro app), the order ticket number if you have it, and the time the issue occurred in Kenya time. State what you expected and what you saw, using the actual numbers on your screen. If the question is about a pip movement, give the price before and after so we can check the 0.01 pip definition on gold. A question that says only that the margin looked wrong cannot be checked against the 0.10-lot example or any other position size. Include the regulator context only if it is relevant to your question.

For a question about funding with M-Pesa, send the amount in KSh, the date, and the reference number shown in your M-Pesa message, but never your M-Pesa PIN. State whether the funds reached your trading account and what your account balance showed before and after. We can explain how the funding route normally works and what the broker's own records should show. We cannot see your M-Pesa statement or your trading account, so the reference number lets you compare our explanation with the broker's record. Keep the message to the facts of the transaction rather than a general complaint.

What a useful message contains so that an answer is possible

A useful message states the instrument, the position size, the prices, the platform and the exact question in the first two sentences. For gold, write XAU/USD and the lot size in standard lots, remembering that 1 standard lot is 100 oz and one pip is 0.01. If margin is involved, give the figure you were shown and the leverage cap that applied to your account. If funding is involved, give the KSh amount and the M-Pesa reference, never the PIN. A message built this way can be answered without a follow-up.

A useful message separates what you observed from what you expected. For example: I observed a margin requirement of about $85.50 on 0.10 lots; I expected a different figure because I thought the leverage cap worked differently. That structure lets us check the arithmetic against the worked example and explain the difference. A message that says only that something is wrong, or that attaches a screenshot with no numbers typed out, cannot be answered precisely because the key figures are missing or unreadable.

A useful message asks one question, or a short list of closely related questions, rather than several unrelated ones. If you have a margin question and a funding question, send them separately so each gets a complete answer. State your country as Kenya if the answer depends on the entity that serves this country and on the regulator caveat. Do not include your account password, your M-Pesa PIN or full card numbers. The more precisely you frame the question, the more precisely we can answer it without straying into personal advice.

What we cannot do about account access, fund recovery or personal advice, and where those requests go

We cannot open, close, unlock or change a trading account, and we cannot trace, reverse or recover a payment. Those actions belong to FxPro, the broker that holds the account, and to M-Pesa for the payment leg. If you cannot log in, contact FxPro support through the channels on the FxPro website. If an M-Pesa payment has not arrived, use the M-Pesa reference with both the broker and your mobile money provider. Sending the request to us will only delay it, because we have no access to either system.

We cannot give personal trading advice, and we cannot tell you whether a gold position is suitable for you. Questions about whether to hold, close or size a position are outside what we answer, because the decision depends on your circumstances and because leveraged gold trading is high-risk. We can explain how a 0.10-lot position is calculated and what the margin figure of about $85.50 represents at the applicable cap, but we will not convert that explanation into a recommendation. A request framed as advice will be answered with the mechanics and a clear statement that the decision is yours.

We cannot act as a regulator or an ombudsman, and we cannot compel a broker to do anything. The regulator caveat for Kenya is that FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya, so a Kenyan reader with a regulatory complaint should direct it to the authority that actually licenses the entity serving this country, not to us. We can explain what that caveat means and where the relevant authority sits, but we cannot take up a case. For account and payment problems, the broker and M-Pesa are the only routes that can act.

No guest posts, no paid placement

We do not accept guest posts, sponsored reviews or paid placement at any price. There is no rate card, no sponsored slot and no way to buy a mention, a ranking or a rewrite of a weakness.

If you are a broker or an agency asking for coverage, the answer is the same as it is for everyone: the page is written from your own documents and published on its merits, and payment plays no part in it.

How a correction request is handled once it reaches the mailbox

A correction request is logged and checked against the facts we are allowed to state, and if the page is wrong it is changed. Send the page address, the exact sentence, and what you believe the correct statement is, with a source if you have one. We will compare it with the grounded facts we hold, such as the instrument definition (XAU/USD, 1 lot = 100 oz, pip = 0.01), the regulator caveat, or the worked margin example of about $85.50 for 0.10 lots. If the correction is supported, the page is updated; if it is not, we will tell you why.

We do not publish a correction notice for every change, but we do not leave a known error in place. A request that asks us to add a spread, a commission, a swap, a minimum deposit or a leverage ratio we were not given will be declined, because those numbers are not ours to state. A request to soften or remove the risk framing on gold trading will also be declined, because leveraged gold trading is high-risk and the page must say so. Corrections are about accuracy, not about preference.

Send correction requests to the same mailbox as other questions and mark the subject clearly as a correction. Do not send a correction as part of an account complaint; it will be separated and handled as a correction. If the same error is reported by several readers, one reply covers it. We will confirm the outcome in writing once the check is complete. A correction that depends on a number we do not hold cannot be actioned until that number is supplied by a source we can rely on, and we will say so rather than guess.

What we will and will not help with

We will explain how a page was put together, where a figure came from, and what a broker's document says. We will also take a correction if something here is wrong. We will not help with account problems, fund recovery or personal advice, because we are not your broker and not your adviser.

If your account is frozen, a withdrawal is stuck or you believe money has been lost to fraud, the desk cannot intervene. Contact the broker directly, and where a licence is involved, the regulator that issued it. FxPro is licensed by the FCA (UK), CySEC and FSCA — not by the CMA of Kenya, so the CMA is not the body that handles a complaint about that firm.

The response time to expect for a message sent to the contact mailbox

Expect a reply within a few working days, not within minutes. The mailbox is read by people, not an automated system, and questions that arrive with the details listed on this page can be answered in one pass. A message that omits the lot size, the prices or the platform name will need a follow-up question first, which adds a round trip. We do not promise a same-day answer, and we do not operate a live chat or a phone line. Plan around working days in Kenya, and allow extra time around public holidays.

The response time depends on how complete the message is and how many messages are waiting. A clear question about a margin figure, a pip calculation or the regulator caveat can usually be answered from the facts we hold. A question that asks us to reconstruct a trade from a screenshot alone will take longer because we will ask for the missing numbers. We answer in the order messages arrive, except that correction requests are handled first, as described below. If you have not heard back after a reasonable wait, resend the same message rather than starting a new thread.

We reply to the address you wrote from, so use an address you check. We do not send marketing follow-ups and we do not add you to a list. If your question is about a live account problem, do not wait for our reply before contacting FxPro support, because only the broker can see your account. Our reply will explain the mechanics and point you to the right place, but it will not unlock an account or trace a payment. Treat our response time as suitable for understanding a concept, not for resolving an urgent account issue.