Contact the editorial desk

The one mailbox

The only contact route is editor@egolibarsza.com. Write to that address for corrections, questions about how a page was researched, or a pointer to a broker document we should read. There is no phone line, no live chat and no support desk, because this is an editorial operation and not a broker.

We read what arrives, but we do not promise a response time in hours or days. A clear message with the page address and the exact sentence or figure in question is far easier to act on than a general complaint, and it is the kind of message that gets a useful reply.

What a correction request needs before we can act on it

A correction request needs the page address, the exact sentence or figure you believe is wrong, the source or calculation that shows the correct version, and a date. Send all four in one message. We do not require you to be a customer, a licence holder or anyone in particular — a clear arithmetic error or a misstated fact is worth fixing whoever spots it. What we cannot act on is a general objection that something feels off without pointing to the specific line and the reason.

For a numerical correction, show the arithmetic. If you believe a margin figure is wrong, send the position size, the leverage ratio you applied, the contract size of 100 oz, the gold price you used, and your result. We will re-run it and compare. For a factual correction about regulation or entity naming, point to the primary document rather than a secondary summary. We treat the regulator caveat — FxPro is licensed by the FCA (UK) and CySEC, and an FxPro entity holds an FSCA licence in South Africa — as something to state exactly, so precision there is welcome.

We will not publish a correction that consists only of a disagreement about trading style, a complaint about a broker's commercial terms, or a claim we cannot verify against a primary source. Those are not errors of fact and do not belong in a correction notice. If your point is that a page is incomplete rather than wrong, say which question it leaves unanswered; that is useful and we will consider it, but it follows a different path from a correction and should be labelled as a suggestion.

The details that make a message answerable in one reply

A useful message states one question, names the instrument and platform, gives the figures involved, and says what you expected to see. One question per message is the single most effective habit. If you have three unrelated queries, send three messages with distinct subject lines; they will be routed faster and answered more accurately than a single long message that drifts between topics. Put the specific instrument code, such as XAU/USD, in the subject line so it is visible before the message is opened.

Include the numbers you are working from, not just the conclusion. Saying that a 0.10-lot gold position needs about $85.50 margin at 1:200 is checkable; saying the margin seems too high is not. If you are comparing two platforms, say which two and what differed. If you are quoting a rand amount, give the USD figure and the exchange rate you used, because the rand value moves and we cannot otherwise tell whether a difference comes from the calculation or the conversion.

Say what you have already checked. If you have read the page on margin and still do not follow step three, name that step. If you have asked your broker and got an answer you do not understand, say what they told you. This prevents us from sending you back to material you have already read. Finally, use a subject line that describes the question rather than saying hello, and do not attach more than one screenshot unless each one shows something different.

What to include when you write about a chart, price or data error

Send the exact instrument code, the date and time in South African Standard Time, the price you saw on your platform, the price you believe is correct, and a screenshot showing both the chart and the quote panel. For gold (XAU/USD), quote the price to two decimals because one pip is 0.01 and a one-cent difference matters. State which platform you were using — MT4, MT5, cTrader or FxPro Edge — because charting and quote feeds differ between them. Without those four items we cannot compare your observation to the recorded feed.

For a question about how a calculation works, send the position size in lots, the entry and exit prices, and the account currency. If you traded 0.10 lots of XAU/USD, say so explicitly rather than sending a rand profit figure, because the rand amount depends on the USD/ZAR rate at the time and cannot be reverse-engineered reliably. Include the formula you expected us to use and the result you got. That lets us show where the difference sits — in the pip value, the contract size of 100 oz, or the conversion step.

For a question about funding or withdrawal timing, send the method used — local card, bank transfer in ZAR, or e-wallet — the amount, the date you initiated it, and any reference number your bank or wallet provider gave you. Do not send full card numbers, passwords, or one-time PINs. We do not need them and will not use them. If the query is about an account-specific status, note that we cannot see your account and will point you to the correct support channel rather than guess at the cause.

What the desk will and will not help with

The desk will explain what a page means, point to the broker document a figure came from, and correct a factual error. It will not help with account problems, login issues, deposit or withdrawal disputes, or fund recovery. Those belong to the broker, and for a South African account the entity named on your own agreement is the party to approach.

The desk also will not give personal advice. We cannot tell you whether gold is a good buy for you, how much to deposit, or which account type suits your circumstances. Questions framed that way will get a pointer to the educational material and nothing more, because answering them would be advice we are not licensed to give.

Account access, fund recovery and advice requests go to your broker, not here

We cannot access your trading account, reset a password, release a withdrawal, reverse a charge, or trace a missing deposit. This site is an editorial resource and holds no account credentials and no connection to any broker's systems. Requests of that kind should go to your broker's client support using the contact details in your account area or on their official site. Do not send account numbers, identity documents or card details to this mailbox; they will not help and they create a record you did not need to create.

Fund recovery and dispute resolution follow the broker's formal complaints process first, and then the relevant regulator or ombudsman depending on which entity holds your account. That is why the entity check matters: FxPro is licensed by the FCA (UK) and CySEC, and an FxPro entity holds an FSCA licence in South Africa — check which entity your own account is opened with. The correct escalation route depends on that answer, and we cannot determine it for you because we cannot see your account documents.

Personal trading advice — whether to hold, close, size up or size down a gold position — is outside what we will provide, for anyone, in any market condition. We can explain how margin works at the stated caps of up to 1:200 for retail and up to 1:500 for eligible or professional clients depending on instrument, and we can stress that a cap is not a setting to aim at. We cannot apply that to your finances. If a message asks us to make that decision, we will decline and explain the boundary rather than soften it.

How long a reply takes and what changes the timing

Expect a reply within three to five business days for most messages. That is the honest working target for a small editorial desk, not a guarantee, and it excludes South African public holidays. A message that arrives on a Friday afternoon will usually be read the following Monday or Tuesday. If your query is about a live position or an urgent account matter, do not wait for us — contact your broker's support directly, because our turnaround is not built for anything time-sensitive.

Timing depends on whether your message contains what is needed to answer it. A question that names the instrument, the platform, the figures and the time is usually answerable in one pass. A question that says only that a price looked wrong will need a round of clarification, which adds days. Corrections with a screenshot and a clear before-and-after are quicker to verify than descriptions in prose. The single biggest delay is a message that mixes three unrelated questions, because each one has to be routed separately.

Volume matters too. Weeks with a market-moving gold story produce more mail than quiet weeks, and everything is read in the order it arrives apart from correction requests, which are pulled forward. We do not send automated acknowledgements, so silence before the reply window closes does not mean your message was lost. If five business days pass with no reply, resend once with the same subject line rather than starting a new thread, so the earlier context is not duplicated.

Questions we answer directly and questions that need a different route

We answer questions about how this site explains gold trading mechanics: pip value, contract size, margin arithmetic, the difference between a leverage cap and a leverage setting, and how costs are structured in general terms. We can confirm that 1 standard lot of XAU/USD is 100 oz and that one pip is 0.01, and we can walk through the worked margin figure at the leverage cap. We do not answer questions that require seeing your account, your statements, or your order history, because we have no access to any of those.

We cannot give personal trading advice, tell you whether to buy or sell gold, suggest a position size for your circumstances, or comment on whether a particular loss was fair. That is not a disclaimer bolted on — it is a limit of what an editorial desk can properly do. If your question is really about whether a specific fill or charge on your account was correct, it belongs with your broker's client support, not here. We will say so plainly rather than attempt an answer we cannot stand behind.

We also cannot confirm regulatory status for your individual account. The entity that serves South Africa is FxPro Markets Direct Costa Rica Latam SRL, and the standing caveat is that FxPro is licensed by the FCA (UK) and CySEC, and an FxPro entity holds an FSCA licence in South Africa — check which entity your own account is opened with. That check is something only you can do from your account documents. We can repeat the caveat and explain why it matters, but we cannot tell you which entity yours is.

No guest posts and no paid placement

This desk does not accept guest posts, sponsored reviews or paid placement at any price. There is no rate card, no advertorial slot and no way to buy a mention, a rating or a removal. A broker cannot pay to appear on this site, and a reader cannot pay to have a rival removed.

The reason is simple: the pages only work if a reader can believe that what is written reflects the evidence rather than a payment. Affiliate links are disclosed where they appear, and they are the only commercial relationship the desk has.