Contact the Desk

What we can help with

We can help with questions about what we published: a figure you want sourced, a sentence you think is unclear, a page that reads as though it promises something it should not. Write to [email protected] and point us at the page and the line.

We also welcome corrections and re-check requests, which go through the same mailbox. If a broker has changed a condition since we read its documents, tell us and we will look again rather than assume the old figure still holds.

What happens to a message we cannot answer and how correction requests are prioritised

A message we cannot answer is logged and closed with a short reply that points you to the right place, rather than being left open. If your question is about account access, fund recovery or personal trading advice, we cannot act on it and will say so; those matters belong with FxPro Client Support or a licensed adviser. If the message is incomplete, we will ask for the missing detail once, and if it is not provided the message is closed after a reasonable period. We do not forward personal data to third parties without your instruction.

Correction requests are prioritised by whether the error is factual and material, not by the order they arrive. A request that identifies a wrong number, a misstated regulator status, or an incorrect instrument specification is checked first against the facts we hold; for example, we would verify a claim about gold pip size (0.01) or lot size (100 oz) before changing anything. Requests that concern tone or opinion are lower priority. We log the request, the date, the section, and the outcome, and we tell you what was changed or why it was not.

If we cannot answer because the question needs a regulated firm's own records, we will tell you which firm holds those records and what to ask for. FxPro Global Markets MENA Ltd serves the UAE, and FxPro is licensed by the FCA (UK), CySEC and FSCA; complaints about execution, withdrawals or account restrictions must go to the broker's official channels, not to us. We will not speculate about why an account was restricted or why a transfer is delayed. A message that asks us to intervene in an account dispute is closed with that referral, and we keep no case file on it.

What we cannot help with

We cannot help with account problems, deposit or withdrawal issues, or fund recovery. We are not your broker and we have no access to any account, so the only route for those matters is the broker's own support and, if needed, the relevant regulator.

We do not give personal trading advice, and we will not tell you whether to buy or sell gold, how much to risk or which leverage to use. For advice about your own circumstances, speak to someone licensed to give it.

The details that make a message answerable in one reply

A useful message contains four things: the instrument code, the platform, the exact step or sentence in question, and what you expected to see instead. For gold, the instrument code is XAU/USD, one standard lot is 100 oz, and one pip is 0.01. If you are asking about margin, add the leverage ratio and the account currency; the available maximum in the UAE is up to 1:500 on standard forex accounts, within DFSA/SCA-compliant limits, and varies by instrument. With those details, a reply can be written once. Without them, the first reply has to ask for them, and the answer arrives a round trip later.

For a funding question, the useful details are the method (card, bank transfer, or e-wallet), whether it was a local UAE bank transfer, the currency sent, and the date it left your side. Do not include card numbers, full account numbers, or security codes; we do not need them and should not receive them. For a platform question, name MT4, MT5, cTrader, or FxPro Edge and quote the error text exactly rather than describing it. A message that separates one question from the next, instead of combining them into a single paragraph, is easier to route and less likely to come back with a request for clarification.

A useful message also states what you have already checked, so the reply does not repeat it. If you have already read the contract specification on the platform, say so and say which figure you are comparing. If you have already tried a step twice, say what happened each time. That context shortens the exchange and makes the answer specific to your case rather than a general restatement. The one thing that does not help is length without detail: a long message that never names the instrument, the platform, or the exact sentence cannot be answered, however much it contains, and it will be returned with a short request for the missing parts.

Account access, fund recovery and personal advice belong with the broker or a licensed adviser

We cannot open, unlock, or inspect an account, and we cannot trace or recover funds. Those actions require access to the broker's systems and to your identity records, which this inbox does not have. If your issue is a login problem, a withdrawal that has not arrived, or a balance you do not recognise, contact FxPro support directly through the channels listed on the broker's own site. The entity that serves the UAE is FxPro Global Markets MENA Ltd., and FxPro is licensed by the FCA (UK), CySEC and FSCA. Bring your account reference and the dates involved; do not send passwords or one-time codes to anyone, including us.

We also cannot give personal trading advice, and that includes position sizing, entry and exit levels, or whether gold suits your risk tolerance. Trading gold with leverage is high-risk, and the maximum available in the UAE, up to 1:500 on standard forex accounts, within DFSA/SCA-compliant limits, varies by instrument and is a cap rather than a setting to aim at. A question about what you personally should do with your money needs a licensed adviser who can see your full circumstances. We can explain how a margin figure is calculated, such as the worked example of about $85.50 for a 0.10-lot gold position at that maximum, but we cannot tell you whether to take that position.

The split is simple: mechanics and definitions come here, and account-specific or advice-specific matters go to the broker or to a licensed adviser. If you are unsure which side your question falls on, send it and we will tell you where it belongs rather than guess at an answer we are not placed to give. What we will not do is imply that we can see your account, influence a withdrawal, or recommend a trade. Those limits are not a formality; they exist because an answer from the wrong source on a high-risk product can cost money. A short redirect from us is more useful than a confident answer from someone without the access to support it.

What to send for a gold pricing question versus a platform or funding question

For a gold pricing question, send the XAU/USD price you saw, the platform and account type, the time in UAE time, and a screenshot if possible. Gold moves in pips of 0.01, and one standard lot is 100 oz, so a difference of a few pips on a 0.10-lot position is small in dollar terms; state the lot size so we can check the arithmetic. Include the reference price you were comparing against, such as 4275.0, and whether the quote was bid or ask. Without the timestamp and lot size we cannot tell whether the gap is normal market movement or a data issue.

For a platform question, send the platform name (MT4, MT5, cTrader or FxPro Edge), the exact error text or a screenshot, your device and operating system, and the steps that led to the problem. If the issue involves login, say whether it is the platform login or the account portal login, but never send your password or full card number. For a funding question, state the method used (card, bank transfer or e-wallet), the currency (AED or other), the amount in figures, and the date and time you sent it. Local UAE bank transfers can take longer to reflect than card payments, so include the bank reference if you have one.

For a question about margin or leverage, send the instrument (XAU/USD), the lot size, and the leverage figure shown on your account. At 1:500 on standard forex accounts, within DFSA/SCA-compliant limits, a 0.10-lot gold position needs about $85.50 margin; if your required margin differs, state the leverage on your account so we can explain the calculation. Do not send screenshots that show your full account number or balance; mask anything you do not need us to see. The more precisely you describe the position and the platform state, the fewer follow-up messages are needed.

Questions we can answer directly and the personal advice we must decline

We can answer factual questions about how gold (XAU/USD) is quoted, how pip value is calculated for a given lot size, and how margin is derived from notional value and leverage. For example, with 1 standard lot equal to 100 oz and one pip equal to 0.01, we can show the arithmetic behind a position at a reference price near 4275.0. We can also explain what a platform setting does on MT4, MT5, cTrader, or FxPro Edge, and what the regulator caveat for the UAE means: FxPro is licensed by the FCA (UK), CySEC and FSCA. We cannot tell you whether to buy or sell gold, where to place a stop, or what position size suits your finances.

We cannot give personal trading advice, and that includes any view on whether gold will rise or fall, whether now is a good time to enter, or how much of your money to risk. Trading gold with leverage is high-risk and can lose more than you expect; the maximum available in the UAE is up to 1:500 on standard forex accounts, within DFSA/SCA-compliant limits, and varies by instrument. That is a cap, not a target. We can explain the mechanics of a cost or a margin requirement, but we cannot recommend a strategy, a direction, or a product for your circumstances. Questions about your own suitability belong with a licensed adviser, not with a content or support inbox.

We can clarify what a term means and how a figure is built, but we cannot confirm your account balance, your available margin, or the status of a specific order. Those are account-level facts that only the platform and the broker's account team can see. If your question is about why a position was closed or why a margin call happened, we can explain the general rule, but the specific answer depends on your equity, your open positions, and the leverage applied to each instrument. Send the instrument code and the ratio you were using, and we will explain the calculation; we will not guess at your account data or present an estimate as fact.

How a correction request is logged and resolved

A correction request is logged as a factual claim to be checked, not as a complaint, and it is handled before general messages. Send the page address, the exact sentence or figure you believe is wrong, and the source or calculation that shows the correct version. If the issue is a number, show the arithmetic: for gold, state the lot size, the contract size of 100 oz per standard lot, and the pip value of 0.01 you are applying. We check the claim against the facts we are allowed to state. If the page is wrong, we correct it; if the page is right, we reply with the basis we used so you can see why the wording stands.

A correction is resolved in one of three ways: the page is amended, the page is left as written with an explanation sent to you, or the point is passed to the person who owns that page when it needs a wider edit than a single sentence. We do not publish a correction notice for a change of wording that does not alter the meaning, and we do not remove a page because a reader disagrees with a stated fact that we can support. The test is whether the published statement matches the facts we hold, not whether it matches a reader's expectation. That keeps the correction process about accuracy rather than about preference.

We do not name the person who handles a correction, and we do not promise a specific resolution date, because the check may need more than one pass. What we do commit to is a reply that tells you the outcome: amended, upheld with reasons, or passed on for a wider edit. If your request concerns a figure such as the margin example at 1:500 on standard forex accounts, within DFSA/SCA-compliant limits, where a 0.10-lot gold position needs about $85.50 margin, include the leverage and lot size you used so the check is against the same basis. A correction sent without that detail cannot be verified and will be returned with a request for it.

What we do not accept

We do not accept guest posts, sponsored reviews or paid placement at any price. If you are writing to offer one, the answer is no, and that applies whatever the budget or the format.

We also do not publish link insertions, advertorials or paid mentions of a broker. The mailbox is for readers and for editorial correspondence only, and that keeps the rankings free of commercial pressure.

How long a reply takes and what changes the timing

A reply usually arrives within two to three business days for a clear question sent to the contact address. That is the working target, not a guarantee. Timing depends on how complete your first message is, whether the question needs checking against platform documentation, and whether it falls on a UAE public holiday or a weekend. A message that names the platform, the instrument code, and the exact step that is unclear is easier to route and usually answered sooner. A message that asks several unrelated questions at once takes longer because it has to be split between different people before anyone can answer it properly.

Response time also depends on the type of question. A definition or a calculation check can often be answered from the same facts we publish, while a question about a specific funding method may need to be routed to the team that handles cards, bank transfer, or e-wallets. We do not quote a fixed hour count because the queue changes with volume and with the number of messages that arrive without enough detail to act on. If your first message is missing the instrument, the lot size, or the platform name, the reply will ask for it, and that exchange adds a full round trip before any answer is possible.

We answer in the order that messages arrive, with one exception: a correction request about a factual error on a published page is pulled out and handled first, because a wrong number on a live page misleads every reader who sees it. Everything else, including general questions and messages that need routing, waits its turn. We do not offer a priority channel for trading questions, and we cannot promise a reply before a market event. If your question is time-sensitive because a position is open, contact your broker's support directly; this inbox is for editorial and explanatory questions, not for live account issues.

What to include in your message for each type of question

For a question about how a calculation works on gold (XAU/USD), send the exact instrument code, the lot size you are working with, and the reference price you are using. State that 1 standard lot equals 100 oz and one pip equals 0.01 so we can check the arithmetic against the same basis. If your question involves margin, include the leverage ratio you are applying and the account currency; margin depends on both, and on gold the contract size of 100 oz per lot drives the notional value. A worked example at 1:500 on standard forex accounts, within DFSA/SCA-compliant limits, is about $85.50 margin for a 0.10-lot gold position, but your own figure will differ with the ratio and currency you use.

For a question about funding or withdrawals in the UAE, state the method you used: card (Visa/Mastercard), bank transfer, or e-wallet, and whether it was a local UAE bank transfer. Include the currency you sent (AED or another) and the date the transfer left your side. Do not send card numbers, full account numbers, or one-time passcodes. We can explain what information the relevant team needs and which method matches your case, but we cannot see your account balance or move funds. The time a transfer takes depends on the method and the banks involved, not on a fixed number we can quote here.

For a question about platforms, name the platform you are using: MT4, MT5, cTrader, or FxPro Edge. Say which step is unclear, such as logging in, placing an order, or reading the contract specification for gold. Include the exact wording of any error message rather than a summary. If your question is about leverage, state the ratio you see and the instrument; leverage is capped at up to 1:500 on standard forex accounts, within DFSA/SCA-compliant limits, and varies by instrument. We can explain how the platform displays margin and pip values, but we cannot log in for you or change settings on your account.