Contact the desk

The one mailbox

The desk has one editorial mailbox: [email protected]. Write to it about a page you have read, a figure you think is out of date, or a correction you want to report. It is read by the editorial desk, and it is the only address the desk publishes.

We do not promise a response time. Some messages need a check against a broker's documents before they can be answered, and that takes as long as it takes. If your message is about an account, it is better sent to the broker directly.

What the desk can and cannot answer about your own trading

The desk can answer factual and procedural questions: how a platform feature works, how a margin figure is calculated, what a statement line represents, how funding in ZAR by local card, bank transfer or e-wallet is processed, and which entity your account is opened with. It cannot answer whether you should buy or sell gold, what position size suits you, or whether now is a good time to trade XAU/USD. Those are personal trading advice questions, and a support desk is not permitted to give them, however the question is phrased.

The desk can explain risk mechanics in neutral terms, including how leverage works as a cap rather than a target, how a 0.10-lot gold position at about $85.50 margin behaves when the price of 4275.0 moves, and why a pip of 0.01 on 100 oz matters to the rand value of your account. It cannot tell you that a particular stop, target or holding period is right for you. If your question begins with what should I do, the honest answer is that the desk will explain the mechanics and leave the decision with you.

The desk can confirm which regulator supervises the entity that serves you, but it cannot resolve a dispute about your own conduct or promise an outcome. FxPro is licensed by the FCA (UK) and CySEC, and an FxPro entity holds an FSCA licence in South Africa, so check which entity your own account is opened with before you raise a complaint. The desk can point you to the correct complaints route for that entity; it cannot act as an adjudicator, reverse a trade, or rule on whether a loss was fair.

What a useful message contains so an answer is possible

A useful message states one question, the account or ticket it concerns, and the outcome you are asking for. Write the question in the first two lines, then add the identifiers: account number, platform (MT4, MT5, cTrader or FxPro Edge), instrument code XAU/USD, position size in lots, and the date and time in South African standard time. A message that opens with a long narrative and buries the question usually gets a reply asking for the question again, which costs you a day.

A useful message separates what you observed from what you concluded. Say what the platform or statement showed, and say what you expected instead, without arguing the case in the same paragraph. For a cost question, include the statement line and the funding method, whether local card, bank transfer in ZAR or e-wallet, because the answer depends on which one applied. For a margin question, include the lot size and the price you saw, since the margin on gold moves with the price of XAU/USD.

A useful message never includes your password, one-time PIN, full card number or a copy of your identity document. The desk does not need any of those to answer a question, and sending them creates a security risk that no reply is worth. If a matter genuinely requires identity verification, the desk will direct you to the secure route for that entity rather than ask you to email documents. Keep the message plain text where you can, so the identifiers are easy to read and copy.

What the desk cannot do, and where those requests actually go

The desk cannot open, close, reset or unlock your account, change your password, or move money on your behalf. It cannot recover funds from a third party, reverse a payment, or chase a provider for a refund. Those actions sit with the account and payments teams of the entity your account is opened with, and with your bank or e-wallet provider for the funding leg. The desk can tell you which route applies and what to include, but it cannot perform the action itself.

The desk cannot give personal trading advice, recommend a position size, or tell you whether to hold or close a gold position. It cannot guarantee an outcome on a complaint, and it cannot rule on whether a loss was caused by platform behaviour. For a formal complaint, use the complaints procedure of the entity that serves you, and if that is exhausted, the relevant regulator. FxPro is licensed by the FCA (UK) and CySEC, and an FxPro entity holds an FSCA licence in South Africa, so check which entity your own account is opened with before you escalate.

The desk cannot confirm a funding method it does not support, and it cannot quote a cost, spread, swap or minimum deposit as a number, because those depend on the account, the instrument and the entity. It cannot answer a question about a different broker's charges, and it cannot compare Vaal Rules content with another site's claims as though both were equally sourced. If your question falls outside these limits, the reply will name the correct route rather than attempt an answer the desk is not able to stand behind.

What to send for each kind of question

For a question about your own account or a specific trade, send your account number, the platform you use (MT4, MT5, cTrader or FxPro Edge), the instrument code XAU/USD, the ticket or order number if you have it, and the exact time of the event in South African standard time. Without those identifiers the desk can only reply in general terms, because it cannot see your account or your order history. Include screenshots only if they show the ticket number and timestamp clearly, and never send your password or one-time PIN in a message.

For a question about how a cost or charge on your statement is made up, send the statement line, the date, the account currency and the position size in lots. Gold is quoted in XAU/USD with one standard lot equal to 100 oz and one pip equal to 0.01, so a statement line alone can be ambiguous if the lot size is missing. State the funding method you used, whether local card, bank transfer in ZAR or an e-wallet, because the cost that applies depends on the method and the currency conversion path, not on a single published figure.

For a question about leverage or margin, send your account classification (retail or eligible/professional), the position size in lots and the reference price you saw. At 1:200 for retail, or up to 1:500 for eligible/professional clients depending on instrument, a 0.10-lot gold position needs about $85.50 margin, and that figure changes with price and with the cap that applies to your account. The desk can explain the calculation and the cap, but it cannot tell you which leverage setting to choose, because that is a personal trading decision and not a support function.

What the desk will help with

The desk will help with questions about its own material: how a margin figure was worked out, which document a statement came from, when a page was last checked, or why a broker was left out of a comparison. Those are editorial questions and they are the reason the mailbox exists.

It will also take a correction report, including one that shows a page is wrong. Send the page, the sentence and, if you have it, the broker document that contradicts it. That is the fastest route to a fix.

How a Correction Request Is Prioritised Against Other Messages

A correction request is prioritised above general questions because a wrong figure on a published page keeps misleading every reader who lands on it. Anything that misstates a number, a formula, a regulator name, a leverage cap or a funding method is treated as urgent and looked at before routine correspondence. The order is simple: factual errors in published content first, then unclear explanations that readers have flagged as confusing, then ordinary questions about how a tool or calculation works, then general enquiries.

The priority is set by what the error does to a reader, not by how the request was worded. A page that tells someone a 0.10-lot gold position needs the wrong margin, or that repeats a leverage figure the broker does not offer, can lead a South African reader to size a position badly with real rand at stake, so it jumps the queue. A typo that changes no meaning waits. If two correction requests arrive about the same page, they are handled together rather than separately, since the fix is one edit and splitting it doubles the chance of an inconsistency.

A correction is not ranked by who sent it. There is no fast lane for a large account, a long-standing reader or a message marked urgent in the subject line, and no correction is dropped because it came from someone who has never traded gold. What does move a request up is specificity: the page, the exact sentence, the figure you believe is wrong and what it should say. A request that names the page and quotes the line can be checked in one pass; one that says only that something somewhere is inaccurate needs a search first, which pushes it behind clearer reports.

How a correction request about published content is handled

A correction request is logged as a content issue, not as a trading query, and is checked against the source facts before anything is changed. Send the page address, the exact sentence you believe is wrong, and what you believe the correct statement is, with the source you are relying on. The desk will compare the sentence with the facts the page was written from, and will reply to say whether the sentence is being corrected, clarified, or left as written with an explanation. Nothing is changed silently.

Corrections are handled on accuracy, not on preference. If a sentence states a figure that was not given, such as a spread, commission, swap or minimum deposit, that is a factual error and is corrected or removed. If a sentence describes a cost in terms of what it depends on rather than naming a number, that is deliberate and will usually be left as written. A request to make wording more promotional is not a correction and will be declined, because the page is written to be precise rather than persuasive.

A correction request about leverage is checked against the stated cap, which is up to 1:200 for retail and up to 1:500 for eligible/professional clients depending on instrument. A request to state a different ratio, or to present the cap as a recommended setting, will not be accepted. A correction to the worked margin figure of about $85.50 for a 0.10-lot gold position is checked against the same cap and the reference price of 4275.0. The reply will say which of these applied and why the sentence stands or changes.

What Happens to a Contact Message We Cannot Answer

A message we cannot answer is closed with a written reply that names the reason and, where possible, the correct destination. If your question asks us to tell you whether to buy or sell gold, to size a position for you, or to comment on a live trade, the reply says so plainly and points you to your broker's own support desk. We do not leave a message sitting unanswered or quietly delete it, because a reader who hears nothing assumes the desk is ignoring them and writes again, which wastes everyone's time.

A message about your own FxPro account is redirected, not resolved. We cannot see balances, positions, verification status or withdrawal progress, and we cannot act on your behalf with any broker, so the reply will tell you to raise the issue through the official FxPro support channels inside your account area or on the broker's own site. If your question concerns a payment you have already sent, the same applies: only the receiving institution can trace it. Keep your own copy of anything you send us, since we do not hold records on your behalf.

A message that falls outside the desk's scope is answered once, briefly, and not carried forward into a conversation. Questions about tax treatment of trading gains, about whether a specific signal service is legitimate, or about recovering money from an unrelated platform are outside what we can verify, and guessing would be worse than saying nothing. Where a South African reader asks about licensing, the honest answer is the one on the record: FxPro is licensed by the FCA (UK) and CySEC, and an FxPro entity holds an FSCA licence in South Africa, so check which entity your own account is opened with rather than relying on a general statement.

What the desk will not help with

The desk will not help with account problems, will not chase a broker for a withdrawal and will not attempt fund recovery. It is not a broker, a bank or a licensed adviser, and it has no access to any account. Those matters belong with the broker's own support, and where a dispute cannot be settled, with the relevant regulator.

It also does not give personal advice on whether to buy or sell gold, and it does not accept guest posts, sponsored reviews or paid placement at any price. A request to pay for coverage will be declined, whatever the amount.

Where Account, Fund and Personal Advice Requests Actually Go

Requests about account access, missing funds or personal trading advice go to your broker, not to this desk. We do not hold client money, do not operate any trading account and cannot reset a password, release a withdrawal or confirm a deposit. For anything touching your FxPro account, use the official support channels published by FxPro itself, and check which entity your account sits with, since FxPro is licensed by the FCA (UK) and CySEC, and an FxPro entity holds an FSCA licence in South Africa. The entity named on your own account documents is the one that can actually help.

Fund recovery sits with the institution that received the money and, where relevant, with the regulator that supervises it. If you sent rand by EFT or local card and the payment has not landed, your bank can trace it from your side, which is faster than any third party can be. If you believe a firm has acted improperly, the appropriate route is the regulator that licenses it, and for a South African-licensed entity that means the FSCA. We cannot escalate on your behalf, cannot contact a broker for you and cannot verify a claim about your account, so a message here about missing money will be answered with that direction and nothing more.

Personal trading advice is not something this desk gives, in any form. We will not tell you whether gold is going up, what lot size suits your capital, where to place a stop or whether now is a good moment to enter. Gold at 1 standard lot is 100 oz and one pip is 0.01, and leverage of up to 1:200 for retail, or up to 1:500 for eligible and professional clients depending on instrument, is a cap rather than a target, so any sizing decision depends on your own capital and risk tolerance. Those are yours to set, and a message asking us to set them will be declined.

The response time to expect after you send a message

Expect a first reply within one to two business days for a complete message, and longer if your message arrives over a weekend or a South African public holiday. Response time depends on the volume of messages ahead of yours and on whether your message contains the identifiers needed to investigate. A message that names the account, platform, instrument code and ticket number can often be answered in the first reply; a message that does not will usually get a request for those details, which restarts the clock.

Response time is not a promise of resolution time. A question about how a margin figure is calculated can be answered once, while a question that requires checking a funding record through a local card, bank transfer or e-wallet may take several exchanges because the desk has to trace the payment through the provider. The desk will tell you when a matter has been passed to another team rather than leave you guessing, but it cannot shorten a provider's own processing time.

Do not send the same question repeatedly to speed it up. Duplicate messages create separate threads and can delay the reply, because each one has to be read and matched to your account. If you have new information, reply in the existing thread and add it there. The reference number in the first automated acknowledgement is the one to quote. The desk answers in the order complete messages arrive, so a short, specific follow-up is more useful than a second full message.