Contact the Desk

The mailbox

The only editorial address is [email protected]. Write to it if you have spotted an error, want to question a figure we published, or need to know how a page was put together. It is read by the editorial desk, not by a support team.

We do not promise a response time. Some messages are answered quickly and some wait while we check the underlying document, and we would rather reply late with the right answer than fast with a guess.

The details that make an answer possible on the first reply

A useful message contains four things: the page or topic, the exact question, the facts you already know, and what you have already tried. The exact question matters because 'how does margin work on gold' and 'why was my 0.10-lot gold order rejected for margin' need different answers. The facts you already know let us skip the basics and address the gap. What you have already tried stops us sending you back to a step you have completed. Without those four, the only honest reply is a request for more detail, which costs a round trip and delays you.

On this site the facts that matter are specific. For gold, the instrument code is XAU/USD, one standard lot is 100 oz and one pip is 0.01. For margin, the applicable leverage cap is a cap, not a setting to aim at, and the figure we can quote is that a 0.10-lot gold position needs about $85.50 margin at that cap. For funding in Kenya, M-Pesa is the route we cover. If your question involves a different instrument, lot size or account currency, say so, because the arithmetic changes and a generic answer would mislead you. Numbers you supply are treated as your figures, not as site facts.

A useful message also states what outcome you want: an explanation, a correction, or a pointer to the right desk. Those are three different jobs. If you want a correction, say what the page should say instead and why. If you want a pointer, say whether the issue is with the broker, the mobile money provider or the platform. If you want an explanation, say what you already understand so the reply can start from there. Do not send attachments larger than necessary and never send credentials. A short, complete message is answered faster than a long, partial one.

The questions we answer directly and the ones that need your broker or the regulator

We answer questions about how this site's explanations work: what a pip is on gold, how margin is calculated at the applicable leverage cap, what a lot size means in ounces, and how a cost is built up from spread, commission and swap. We can also explain what a regulator does and which entity serves Kenya. We cannot answer questions that require your account data, because we do not hold it and cannot see it. If your question starts with 'why did my broker', the answer depends on your account agreement and your broker's own records, not on anything we can observe.

We cannot give personal trading advice, and that includes telling you whether to buy or sell gold, what lot size to use, where to place a stop, or whether now is a good time to trade. Those decisions depend on your finances, your risk tolerance and your objectives, which we do not know and should not assess. We can explain the mechanics of a position and the arithmetic of risk, so you can apply your own judgement. If you ask for a recommendation, expect a reply that explains the relevant mechanism and declines to choose for you. That is a limit of the site, not a brush-off.

We cannot confirm whether a broker is safe for you, recover funds, or intervene in a dispute. For anything about your account, your money or a complaint, the correct route is your broker's support desk first, then the regulator that licenses the entity you signed with. For Kenya readers, note that FxPro is licensed by the FCA (UK), CySEC and FSCA — not by the CMA of Kenya. That means the CMA is not the complaints route for an FxPro account; the relevant regulator is the one named in your client agreement. We can help you identify which entity and regulator applies, but we cannot act on your behalf.

What we will and will not help with

We will help with editorial matters: explaining how a broker figure was sourced, correcting a page, or clarifying what a term in a broker document means. We will not help with account problems, cannot intervene in a dispute with a broker, and cannot assist with fund recovery of any kind.

We also do not give personal advice. We cannot tell you whether to trade gold, how much to risk, or which account suits your circumstances. Those decisions belong to you, and where they matter you should speak to a licensed adviser rather than an editorial desk.

What to put in a message about a wrong figure, a funding question or a platform problem

For a wrong figure, send the page URL, the exact sentence as it appears, the figure you believe is correct, and the source you are relying on. We need the specific line because a page on gold (XAU/USD) can carry several numbers, and a pip is 0.01 while a standard lot is 100 oz. If the error is in a worked example, include the lot size and account currency so we can see whether the arithmetic or the wording is at fault. A screenshot is useful but not a substitute for the URL and the sentence, because we edit text, not images.

For a funding question, tell us the method you are using (M-Pesa is the one we cover for Kenya), the currency of your account, and what stage the transfer reached. We cannot see your broker account, so describe the screen or message you received in your own words. If the question is about how M-Pesa interacts with a broker's cashier, say whether the money left your phone and whether it appeared in the trading account. Those two facts decide whether the issue sits with the mobile money side or the broker's processing, and they let us point you to the right desk rather than guess.

For a platform problem, name the platform (MT4, MT5, cTrader or the FxPro app), the device and operating system, and the exact action that failed. Say whether the issue affects login, order entry, charting or statements, and whether it happens on a demo or a live account. If an order was rejected, include the instrument code (XAU/USD), the lot size and the price you saw, but never send your password, your M-Pesa PIN or a copy of your ID. We can explain how the platform is meant to behave; we cannot log in for you or reset credentials.

Guest posts and paid placement

We do not accept guest posts, sponsored reviews or paid placement at any price. No payment changes a ranking, removes a weakness from a page, or buys a mention. If an offer of that kind arrives, it is declined.

The desk is funded by affiliate links alone, and those links are disclosed where they appear. That is the whole commercial arrangement, and it is deliberately narrow so that editorial decisions stay separate from money.

How long a reply takes and what changes the timing

A reply usually takes a few working days, and the exact time depends on the queue and on whether your message contains everything needed to answer it. A message that names the page, the sentence and the figure can be checked and answered in one pass. A message that says only that something is wrong starts a second exchange, because we have to ask which page and which number. The fastest route is to send the complete detail first, even if that makes the first message longer. We do not promise a fixed number of hours, because a single person reading carefully takes longer than an automated acknowledgement.

Timing also depends on the kind of question. A correction with a source is usually quicker than a funding question, because a funding question often turns on facts only your broker holds. Platform questions sit in between: we can explain expected behaviour, but if the answer depends on your specific account configuration, we will say so and point you to the broker. Messages sent during Kenyan public holidays or over a weekend will be read on the next working day. If your matter is urgent and involves money already in transit, contact your broker's support desk in parallel rather than waiting for us.

We do not send automated holding replies that pretend to be answers. If your message needs a person to check a page or verify a definition, it waits for that person. That is deliberate: a fast wrong answer on a site about leveraged gold is worse than a slower correct one. If you have not heard back within a reasonable number of working days, resend the original message with the same subject line rather than starting a new thread, so the context stays together. Do not send the same question through several channels at once, because that splits the thread and slows the reply.

How a correction request is logged, checked and either applied or declined

A correction request is logged with the page URL, the quoted sentence and the source you supply, then checked against the facts the page is allowed to state. If the page has used a number that was never given to us, or has turned a cost into a claim about it being low or competitive, that is a fault and it is corrected. If the page has described something as depending on conditions when you believe it should carry a number, we will not invent the number. The test is not whether the page could say more, but whether what it says is supported. A correction that adds an unsupported figure will be declined.

Once a fault is confirmed, the fix is made to the sentence and, where the same wording appears elsewhere, to every copy of it. We do not leave a corrected page with the old figure in a nearby paragraph. If the error affects a worked example, the arithmetic is redone from the stated inputs, such as a 0.10-lot gold position at the applicable leverage cap, and the result is checked against the inputs rather than against the old answer. You do not need to send a follow-up to ask whether it was done; the page itself is the record. We do not publish a public log of corrections.

If the request is declined, the reply says why in terms of the facts: either the figure is supported, or the point depends on your broker, your account or your personal circumstances and cannot be stated as a site-wide fact. A declined request is not a judgement on you. It usually means the page is already at the limit of what can be said without inventing something. If you have a source we did not have, send it and the request is reopened. The same sentence can be correct on one page and wrong on another if the surrounding claim differs, so quote the sentence, not just the topic.

What we cannot do about your account, your funds or your trades, and where those requests belong

We cannot access your trading account, reset a password, release a withdrawal, reverse a transfer or recover funds. We do not hold client money and we are not a broker, so we have no lever to pull on any of those. If money has left your M-Pesa and has not reached your trading account, the first contact is your broker's support desk with the transaction reference. If the broker does not resolve it, the next step is the regulator named in your client agreement. For Kenya readers, FxPro is licensed by the FCA (UK), CySEC and FSCA — not by the CMA of Kenya, so the CMA is not that route.

We cannot give personal trading advice, place a trade for you, or tell you what lot size to use. We can explain how a position is sized and how margin is consumed at the applicable cap, including the worked figure that a 0.10-lot gold position needs about $85.50 margin, but the decision to trade and the size you choose are yours. If you are unsure whether leveraged gold suits you, the honest answer is that it may not, because leverage magnifies losses as well as gains. A site that told you otherwise would be doing you harm. We would rather decline the question than dress up a guess as guidance.

We cannot act as an intermediary in a dispute, write to a regulator on your behalf, or verify that a broker has treated you fairly. Those are functions of a complaints process, not of an information site. What we can do is explain which entity serves Kenya, what the regulator caveat means, and what a cost is made of, so you can ask your broker a sharper question. If your message is really a request for one of the things above, it will be answered with a pointer rather than a solution. That is not a lack of sympathy; it is the boundary of what this site is.