Contact the editorial desk

The mailbox

The only address is editor@thikasignupke.com. Write to it for a correction, a question about how a page was checked, or a request to re-check a broker whose terms have changed.

The desk does not promise a reply within a set number of hours or days. Messages are read in the order they arrive, and a message that names the exact page and sentence is handled first.

What the desk will and will not help with

The desk will explain how a figure on a page was sourced, point to the broker document it came from, and correct a page when the reader is right. That is the whole of the help it offers.

The desk will not help with an account problem, will not chase a broker on a reader's behalf, will not attempt fund recovery, and will not give personal trading advice on gold or on any other instrument.

No guest posts and no paid placement

Guest posts, sponsored reviews and paid placement are not accepted at any price. A broker cannot buy a page, a ranking position or a mention inside an existing article.

This is a fixed rule rather than a negotiating position. A message offering payment for coverage will be declined, and the offer will not change what the desk writes about that broker.

What to send for each kind of question

Send the exact page URL, the sentence you are questioning, and the source you are relying on when your question is about something published on this site. For a gold (XAU/USD) pricing or contract question, include the lot size you are working with, the price level, and the calculation you expect, because 1 standard lot is 100 oz and one pip is 0.01, so a worked example lets the desk check the arithmetic rather than guess at it. A screenshot of the statement or platform field you are reading is useful only if it shows the label, not the balance.

Send the transaction reference, the M-Pesa confirmation code, and the date and time in East Africa Time when your question is about funding or a deposit that has not appeared. The desk cannot see your M-Pesa statement or your broker account, so the reference is what allows the message to be matched to the right queue. For a platform question about MT4, MT5, cTrader or the FxPro app, name the platform and the exact screen or error text, and say whether the issue occurs on desktop, mobile or both, so the reply addresses the build you are actually using.

Send one question per message when the topics are unrelated, because a single thread that mixes a correction request with an account problem is split and can lose its place. If you are writing about leverage, state that you understand the cap that applies to the entity serving Kenya is a cap and not a target, and say what you are trying to calculate, such as the margin on a 0.10-lot gold position, which at the applicable cap is about $85.50. That context tells the desk whether you need the formula or a pointer to the risk warning, and it keeps the reply within what can be answered.

What we can and cannot answer without giving personal trading advice

We can answer factual and mechanical questions: how a pip is calculated on gold when 1 standard lot is 100 oz and one pip is 0.01, how margin is derived from the leverage cap that applies to the entity serving Kenya, what a platform field means on MT4, MT5, cTrader or the FxPro app, and what a published page on this site actually says. We can also explain the regulator position plainly: FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya, and that sentence can be repeated and sourced.

We cannot tell you whether to buy or sell gold, where to place a stop, how much of your savings to commit, or whether a particular position size suits your circumstances. That is personal trading advice, and it is outside what a contact desk can give regardless of how the question is phrased. Gold is high-risk and leveraged, so a reply that named a direction would be a recommendation dressed as help. What we can do is show the arithmetic and point to the risk disclosure, leaving the decision with you and, where appropriate, a licensed adviser who knows your full position.

We can answer questions about how the site describes costs, 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 condition. We can say what a cost consists of and what it depends on, such as the instrument, the account type and the time of day, and we can point you to the broker's own schedule for the figure. A request for a specific number will receive that explanation rather than an invented figure, and the same applies to any promise of returns or bonus.

The response time to expect and what moves a message up the queue

Expect a reply within two to three working days for a complete message, counted from the next working day in Nairobi after it arrives. Messages that arrive on a weekend or a Kenyan public holiday start the clock on the next working day. The desk is small and reads in order, so a message that includes the page URL, the exact sentence and the source is answered faster than one that asks the desk to find the passage first. Incomplete messages wait while the missing detail is requested, which is why the checklist above matters more than the subject line.

A correction request about a factual error on a published page is prioritised ahead of general questions, because a wrong figure on a live page misleads every reader who lands on it. Within that group, a request that identifies the exact sentence and supplies a checkable source is handled before one that says only that something is wrong. General questions about platforms, margin arithmetic or the regulator caveat follow, and messages that cannot be answered at all are closed with a short note rather than left open, so you are not waiting on a reply that will not come.

Response time depends on how many messages are open and how many need checking against a source, so a quiet week is faster than a week with several correction requests. We do not promise a same-day reply and we do not use an automated queue that sends a holding message and then nothing. If a message needs a figure we were not given, the reply will say what the figure depends on and where to find it rather than delay while someone searches for a number that cannot be stated. That is slower to write but honest, and it is the standard the desk works to.

How a correction request is handled from arrival to published fix

A correction request is logged on arrival, checked against the source you supply, and either applied to the page or answered with the reason it is not being applied. The desk reads the exact sentence you quote, compares it with the facts the page is allowed to state, and edits the text if the sentence overstates, invents a number, or misattributes a regulator. Because the page may state only grounded facts, a correction that asks for a spread, a commission, a swap or a minimum deposit as a number will be declined, and the reply will explain that the cost is described by what it consists of and what it depends on instead.

If the correction is accepted, the page is edited and the change is made in the same place the error appeared, so a reader who follows an old link sees the corrected sentence rather than a note at the bottom. The reply confirms what was changed and quotes the new sentence, so you can check it without hunting. If the correction is declined, the reply names the reason: the source does not support the change, the figure is not one the page may state, or the sentence is already accurate and the reading was ambiguous. Either way you receive a decision, not silence.

A correction about the regulator caveat is treated as the highest priority within corrections, because the sentence FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya is the one readers rely on to understand who supervises the entity serving this country. A correction about arithmetic, such as the margin on a 0.10-lot gold position at about $85.50 at the applicable cap, is checked against the formula before any edit. Corrections that would require naming a person, a date or a statistic we were not given are declined, and the reply says so plainly rather than leaving the request open.

What a useful message contains so that an answer is possible

A useful message contains one topic, the exact page URL or platform screen, the sentence or field you are asking about, and the outcome you want, written in plain text. For a gold question, include the lot size and the price level, because 1 standard lot is 100 oz and one pip is 0.01, and a worked example such as the margin on a 0.10-lot position at about $85.50 at the applicable cap lets the desk check the arithmetic rather than restate the formula. For a funding question, include the M-Pesa confirmation code and the date and time, since the desk cannot see your statement.

A useful message avoids mixing a correction request with an account problem, because the two go to different queues and a mixed thread is split, which loses time. It states what you have already checked, such as whether you looked at the broker's own cost schedule or the platform's contract specifications, so the reply does not repeat work you have done. It does not ask for a spread, commission, swap or minimum deposit as a number, because those cannot be stated; instead it asks what the cost consists of and what it depends on, which can be answered. That framing is the difference between a reply and a decline.

A useful message is short enough to read in one pass and specific enough that no follow-up question is needed before an answer can be drafted. It names the platform, MT4, MT5, cTrader or the FxPro app, when the question is about a screen, and it says whether the issue is on desktop or mobile. It states the regulator position correctly if that is the topic, using the sentence FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya, rather than paraphrasing it into something the desk then has to correct. Specific, single-topic messages are answered; vague ones are not.

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

We cannot access your broker account, reset a password, release a withdrawal or trace a missing M-Pesa payment, because the desk has no connection to the account system and no authority over it. Those requests go to the broker's own support channel, using the platform or app you trade on, MT4, MT5, cTrader or the FxPro app, and quoting your M-Pesa confirmation code and the date and time. Sending an account request here delays it, because the reply can only redirect you, and the redirect costs the days you could have spent in the queue that can actually act.

We cannot recover funds, reverse a trade, negotiate a refund or intervene in a dispute with the broker, and we cannot advise on a complaint route beyond naming the regulator that supervises the entity serving Kenya. FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya, so a complaint about conduct goes to the regulator that licenses the entity, not to this desk and not to the CMA. A message asking this desk to recover money will be answered with that routing, because anything else would be a false promise about a power the desk does not have.

We cannot give personal trading advice, which includes whether to buy or sell gold, where to set a stop, how much to risk or whether a position size suits you. Gold is high-risk and leveraged, and a direction from a contact desk would be a recommendation without knowledge of your circumstances. What the desk can do is explain the mechanics, such as how a pip is calculated when 1 standard lot is 100 oz and one pip is 0.01, and point to the risk disclosure. A question phrased as a request for a call will receive the mechanics and the warning, not the call.