Contact the Desk

The one address

The only address is [email protected], and it reaches the editorial desk rather than a support queue. Write in plain English and say which page you are writing about, with the date you read it if you have it. We do not promise a response time, and we would rather say that than miss a promise.

There is no phone line, no live chat and no office address published here, because this desk is a publisher and not a firm you visit. If you need to reach a broker about money, use the broker's own channels.

What this address cannot do and where account access, fund recovery and personal advice actually go

This address cannot open, close, unlock or verify an FxPro account, and it cannot trace, reverse or recover a deposit or withdrawal. Those actions require access to your account records, which we do not have and will not ask for. If your M-Pesa deposit has not appeared, or a withdrawal has not arrived, contact FxPro support through your account or the FxPro app and give them the M-Pesa confirmation code, the amount in KSh and the time. If you believe a financial service has been mis-sold or mishandled, the CMA of Kenya is the local authority to approach, noting that FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya.

This address also cannot give personal trading advice, which means no view on whether to buy or sell gold, no target price, no stop placement and no judgement on position size for your circumstances. A reference price near 4275.0 is context for explaining the instrument, not a recommendation. If you want to understand how margin works at the cap that applies to the entity serving Kenya, we can explain the mechanics and the worked figure of about $85.50 for 0.10 lots, but the decision and the risk remain yours. Trading gold on leverage can lose more than you deposit, and no message from us changes that.

Finally, this address cannot act as a complaints escalation route for FxPro or as a substitute for your own records. Keep your M-Pesa confirmation codes, your account statements and any correspondence with FxPro support, because those are what a support team or a regulator will ask for. If your question is really a request for us to intervene in a dispute, we will say that we cannot and point you back to the account channel. What we can do is explain how a process normally works and where the responsibility sits, which is often enough to show you the next step.

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

We can answer questions about how the instruments work, how a pip is counted on gold, how margin is calculated at the applicable leverage cap, what the FxPro platforms display, and how the M-Pesa funding route is normally described. We can explain what a stop-loss or a limit order does in MT4, MT5, cTrader or the FxPro app, and we can point out where a term is defined. We can also clarify the regulator position: FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya. What we cannot do is tell you whether to buy or sell gold, where to place your stop, or how much of your own money to risk.

We cannot answer questions that ask for a view on direction, a target price, or a judgement on whether a position should be held or closed. Gold at a reference price near 4275.0 is a market observation, not a recommendation, and we will not turn it into one. We also cannot comment on your personal financial situation, your tax position in Kenya, or whether trading suits you. If your message asks for a signal or a prediction, we will say so plainly and point you to the educational explanation instead. That is not evasiveness; it is the boundary that keeps this page useful and honest.

We can explain what a cost consists of and what it depends on, but we cannot quote a spread, commission, swap or minimum deposit as a number, because those are set by the broker and vary by account and market conditions. If you ask us to compare costs or say which is cheaper, we will describe the components, such as the spread versus commission structure, and leave the figure to your FxPro account documents. We can also explain what leverage is and that the cap for the entity serving Kenya is a cap, not a setting to aim at. We cannot advise you to use any particular leverage level.

No guest posts and no paid placement

We do not accept guest posts, sponsored reviews or paid placement at any price. A broker cannot buy a mention, a rating or a softened sentence, and an offer to pay for coverage is declined without discussion.

This keeps the comparison pages worth reading. If a broker appears here, it is because it passed the checks described in our methodology, not because anyone paid for the space.

The response time to expect and what changes it

Expect a reply within three to five business days for most messages, counted from the next working day in Kenya after you send it. Messages that arrive on a Saturday, Sunday or a Kenyan public holiday start the clock on the next working day. A question that needs us to check a platform behaviour or a regulator reference can take longer, and we will tell you if that is the case rather than leave you waiting without a word. We do not promise same-day replies, and we do not run a live chat or a phone line for this address.

The response time depends on how complete your first message is. A message that names the platform, the instrument code XAU/USD, the lot size and the exact error text can usually be answered in one reply. A message that says only that something did not work will need a follow-up question, and that adds a round trip. Correction requests are handled in a separate queue and are prioritised by whether the error is factual and material, so a clear citation to the sentence and the correct fact moves faster than a general complaint about tone.

We answer in the order that messages arrive within each queue, with correction requests and safety-related questions placed ahead of general questions. We do not offer expedited handling for a fee, and we do not accept payment to move a message forward. If your question is about a live position or a stuck withdrawal, this address is not the right channel and the delay would work against you; contact FxPro support through your account instead. For everything else, three to five business days is the honest expectation, and we would rather say that than promise a speed we cannot keep.

What we will and will not help with

We will help with what is on the page: a figure that looks wrong, a link that is broken, a sentence that is unclear, or a check you think we should add. That is the work of an editorial desk, and it is what the mailbox is for.

We will not help with account problems, deposits, withdrawals or fund recovery, and we do not give personal advice on whether to buy, sell or hold gold. Those matters belong to your broker and, where relevant, to the authority that supervises it.

How a correction request is handled from receipt to published fix

A correction request is logged with the date it arrives, the page it concerns, and the exact sentence you identify. We then check the sentence against the facts we are allowed to state, such as the instrument specification for gold (XAU/USD), the lot size of 100 oz, the pip of 0.01, and the regulator caveat that FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya. If the sentence is wrong against those facts, we correct it. If it is a matter of interpretation rather than fact, we say so and explain the reasoning rather than silently changing the text.

Once a correction is accepted, we edit the page and add a short note at the foot of the affected section saying what changed and when. We do not rewrite the whole page to hide a fix, and we do not remove the original wording from our internal record. If the correction affects a worked figure, such as the statement that a 0.10-lot gold position needs about $85.50 margin at the applicable cap, we re-check the arithmetic and the surrounding explanation before publishing. You will get a reply telling you the outcome, whether or not the change was made.

If we cannot verify your correction from the facts available to us, we will tell you what we can and cannot confirm and leave the sentence as it stands. We will not invent a source, a statistic or a date to settle a dispute, and we will not add a number we were not given. That means some requests end with an explanation rather than an edit, and we think that is the right outcome for a page that is meant to be precise. If you have a document that settles the point, send the relevant extract and we will look at it again.

What a useful message contains so that an answer is actually possible

A useful message states one question, names the platform or page it concerns, and gives the specific detail that makes the question answerable. For a platform issue that means the platform name (MT4, MT5, cTrader or the FxPro app), the exact error text, and the time in East Africa Time. For a funding issue it means M-Pesa, the amount in KSh, the date and the confirmation code. For a margin question it means the instrument code XAU/USD and the lot size, so we can check it against the worked figure of about $85.50 margin for 0.10 lots at the applicable cap.

A useful message also says what you have already tried and what you expected to happen instead. That single sentence saves a round trip, because it tells us whether the gap is in the platform, in your expectation, or in the explanation on this site. If you are quoting a sentence from a page, paste the sentence and the page title rather than paraphrasing it, so we can find the exact line. If your question depends on your account balance or your equity, give the figures you see rather than describing them as low or high, because we cannot see your account and cannot judge a description.

A useful message avoids attachments that carry sensitive data. Do not send your password, your M-Pesa PIN, your full ID number, or a screenshot showing your full phone number or bank details. If a screenshot is genuinely needed to show an error, crop it to the error box. Keep the message in plain text where you can, because a long voice note or a photo of a screen is harder to act on and often needs a follow-up. One clear question with the specifics above is worth more than a long account of everything that has happened.

What to include when you write about a platform, funding or account question

For a platform question about MT4, MT5, cTrader or the FxPro app, send the platform name, the exact error text or screen you saw, the device and operating system, and the time it happened in East Africa Time. Without the error text and timestamp, we can only guess at what went wrong. If the issue involves an order, include the instrument code XAU/USD, the lot size, and the order ticket number from your platform history. Do not send your password, your M-Pesa PIN, or full account numbers; those are never needed to explain a platform behaviour or a funding route.

For a funding question, state that you used M-Pesa, the amount in KSh, the date and time of the transaction, and the M-Pesa confirmation code. We do not process deposits or withdrawals and cannot see your account, so the confirmation code is what lets us describe the usual sequence and where a delay typically sits. If the amount was converted to or from dollars, say so and give the figure you expected to see. Never send your M-Pesa PIN or a screenshot showing your full phone number; a confirmation code and the amount are enough for us to explain the process.

For an account or leverage question, tell us the entity name that appears on your FxPro statement, because the entity serving Kenya is the one whose rules apply. State the position size in lots and the instrument code XAU/USD, and say whether you are asking about the margin requirement or the leverage cap itself. At the applicable cap, a 0.10-lot gold position needs about $85.50 margin, so if your figure differs, give us the lot size and the margin shown. Do not send identity documents or bank statements; we do not verify accounts and cannot store them.