Contact the desk

What the desk will help with

Write to [email protected] about anything on the pages themselves: a figure that looks wrong, a check that seems out of date, a broker document we should read, or a question about how a calculation such as the margin on a 0.10-lot gold position is put together. Corrections and re-check requests are the most useful messages we get.

The desk can explain what a term means, how a lot size of 100 oz and a pip of 0.01 translate into a position, and where a stated figure came from. It can also confirm whether a broker's licence claim matches what the regulator's own register says, including the caveat that FxPro is licensed by the FCA (UK), CySEC and FSCA — not by the CMA of Kenya.

How long a reply takes and what changes the timing

Most messages about gold mechanics, platform features or the regulator caveat receive a reply within two business days. That is the working target, not a guarantee, and it assumes your message contains the details listed on this page. Messages that arrive without a platform name, a transaction reference or a clear question take longer because we have to ask for the missing piece before we can answer. If you send a follow-up before we reply, include the original message so the thread stays together and does not get treated as a new enquiry.

Timing depends on what you are asking. A factual question about lot size, pip value or the FCA, CySEC and FSCA licences is usually straightforward. A question that involves checking an M-Pesa payment against broker records depends on how quickly those records can be matched, and a correction request depends on verifying the source you cite. We will tell you if your question falls into the slower group rather than leaving you to guess. We do not promise same-day replies, and we do not operate a live chat or phone line for trading questions.

Weekends and public holidays in Kenya slow replies, and so do messages sent late in the evening. Gold trades on international hours, but this desk does not, so a question sent on Saturday about a Friday position will be read on the next business day. If your matter is urgent because a position is open, contact FxPro support through the channels in your account rather than this desk, because we cannot access accounts or intervene in a live trade. Urgency does not move a message up the queue here.

What the desk will not help with

The desk cannot help with account problems: a rejected withdrawal, a frozen login, a dispute over a closed trade or a KSh balance that does not match. Those are between the reader and the broker, and the broker's own complaints process is the correct first step. We are not a broker, a bank or a licensed adviser, and we cannot act on an account we do not hold.

We also do not help with fund recovery, do not contact a broker on a reader's behalf, and do not give personal advice on whether to trade, how much to deposit or which direction gold will move. No response time is promised; messages are answered in the order they arrive, and a message that needs a document checked may take longer than a simple one.

What this desk cannot do and where those requests belong

This desk cannot access your trading account, reset a password, release a withdrawal, or trace a payment beyond confirming what the published facts say. Those actions belong to FxPro support, reached through the channels listed in your account area or on the FxPro website. We also cannot recover funds, reverse an M-Pesa payment, or contact M-Pesa on your behalf. If money has left your account and you believe it was misdirected, the first step is FxPro support and, if the payment went to the wrong number, your M-Pesa provider. We will not pretend to have influence we do not have.

This desk cannot give personal trading advice, and that includes telling you whether to hold or close an open gold position. It also cannot recommend a lot size for your account, judge whether your risk is appropriate, or comment on your overall financial position. Those questions belong with a licensed financial adviser, and in Kenya that means checking the adviser's registration rather than taking a recommendation from a website. We can explain how a 0.10-lot position needs about $85.50 margin at the applicable cap, but we cannot tell you whether that position is right for you.

This desk cannot act on a complaint about FxPro's handling of your account, and it cannot escalate a dispute to the FCA, CySEC or FSCA. Complaints go to FxPro's own complaints process first, and the regulator's register will tell you which entity holds the licence. The CMA of Kenya does not license FxPro, so a complaint sent to the CMA on the assumption that it does will not reach the right place. If your question is about a licence, we can confirm the three regulators named here; if it is about a dispute, we will point you to the broker's process.

What a message needs before an answer is possible

A message needs one clear question, the platform or product it concerns, and the outcome you are asking for. 'How is margin calculated on gold?' is answerable. 'Why did I lose money?' is not, because it does not say what you traded, at what size, or what you expected. If your message contains several unrelated questions, send them as separate messages or number them, so each can be answered without one part being dropped. We will not guess at what you meant when a short clarification would settle it.

Include the exact figures you are referring to, using the instrument code and the units. For gold, say XAU/USD and give the lot size, for example 0.10 lot, and the price level to one decimal place, since one pip is 0.01. For an M-Pesa payment, give the amount in KSh and the transaction reference, not a description of the colour of the confirmation screen. Figures let us check your point against the published facts; descriptions force a round of questions. A message with the numbers in it is usually answered in one reply.

State what you have already checked, so we do not repeat it. If you have read the platform's own help pages or the regulator's register, say so and say what you found. If you are asking about the leverage cap, note that it is a cap and not a setting to aim at, and ask your question in those terms. A message that assumes leverage is a target will get a correction before an answer. Being specific about what you already know is the fastest way to get a useful reply from this desk.

What to include when you write to us about a specific gold topic

For any question about gold (XAU/USD), include the exact topic in your subject line and the platform you are using, whether that is MT4, MT5, cTrader or the FxPro app. State whether your question is about order mechanics, margin, or how a price is displayed, because each is handled differently. If your question refers to a particular position, give the lot size and the price level you saw, but never send your account number, password, or M-Pesa confirmation codes. A clear subject and the platform name let us route your message to the right person without asking you to resend it.

For questions about funding with M-Pesa, tell us the amount in KSh, the date and time you sent it, and the M-Pesa transaction reference only. Do not send screenshots of your M-Pesa balance or your full phone number. We need the reference to check the payment against the broker's records, but we do not need your PIN or any other credential. If the payment was made to a different name, say so plainly and include the name shown on the M-Pesa confirmation. That detail determines whether the payment can be traced at all, so leaving it out delays the answer.

For questions about regulation, name the specific regulator you are asking about: the FCA (UK), CySEC, or the FSCA. FxPro is licensed by those three and not by the CMA of Kenya, so any question that assumes CMA oversight needs that correction stated up front. If you are asking which entity serves Kenya, say so directly and we will confirm the entity that applies. Do not ask us to compare regulators or to predict how a Kenyan court would treat a dispute, because those answers depend on legal advice we cannot give. Keep the question to what the licence does and does not cover.

How a correction request is handled once you send it

A correction request is logged as a correction, not as a general enquiry, when you name the page, quote the sentence you believe is wrong, and state the correct fact with its source. We then check the claim against the published facts we are allowed to use, which for this site means the instrument details, the regulator caveat and the leverage cap. If the correction is supported, we amend the page and note the change. If it is not supported, we reply explaining why the sentence stands. We do not remove accurate content because a reader disagrees with it.

The correction is handled on the facts, not on seniority or persistence. A message that says 'this spread is too high' is not a correction, because no spread figure is stated on the page; a message that says 'you wrote that FxPro is regulated by the CMA, and it is not' is a correction, because the caveat is a fixed fact. Send the exact wording and, where possible, the regulator or broker document that supports your version. We will compare it with the caveat we are required to publish and reply either way.

We do not publish a correction as a comment or a public note. The page is amended in place, and the corrected sentence is what future readers see. If your request concerns a number we are not permitted to state, such as a specific spread or minimum deposit, we will explain that the omission is deliberate and that the page describes what the cost depends on instead. That is not an error to be fixed. Corrections that would require us to invent a figure will be declined, and we will say so plainly.

No guest posts and no paid placement

The desk does not accept guest posts, sponsored reviews or paid placement at any price. An offer to pay for coverage, for a link or for a favourable write-up is declined, and it does not change what is already published. The only commercial arrangement on this site is the affiliate link, and it never buys a rating.

If you represent a broker and want a fact corrected, send the document that shows the correct figure and the date it applies from. That is welcome and it is acted on. A request to remove a weakness without a document is not.

Questions we can answer about gold trading and questions we must decline

We can answer factual questions about how gold (XAU/USD) contracts work on the platforms FxPro offers: what one standard lot equals (100 oz), how a pip is measured (0.01), and how margin is calculated at the leverage cap that applies to the entity serving Kenya. We can also explain what the FCA, CySEC and FSCA licences cover and confirm that FxPro is not licensed by the CMA of Kenya. Those are matters of published fact and platform mechanics, and we will answer them directly without asking you to open an account first.

We cannot tell you whether to buy or sell gold, where to place a stop, or how much of your savings to risk. That is personal trading advice, and it depends on your circumstances, your other holdings and your tolerance for loss, none of which we know. We also cannot interpret your M-Pesa statement as financial advice or tell you whether a particular loss is recoverable. If your question is really 'what should I do', the honest answer is that no one at this desk can answer it for you, and any site that does is guessing with your money.

We can explain what a cost consists of, such as the difference between the bid and the ask, but we cannot quote you a spread, a commission, a swap rate or a minimum deposit as a number. Those depend on the account type, the entity serving you and market conditions at the moment you trade, and stating a figure here would be misleading. We can also explain how leverage works as a cap rather than a target: at the applicable cap, a 0.10-lot gold position needs about $85.50 margin, which shows how quickly exposure scales. We cannot promise that any position will be profitable.