Contact the desk

The one mailbox

All correspondence goes to editor@murraysandboxau.com. There is no phone line and no second address, so anything claiming to be from this desk under another name is not from us.

Write to that address for corrections, for questions about how a page was put together, or to point out something that looks out of date. We read everything, though we cannot promise a reply to every message.

What this mailbox cannot do and where those requests actually go

This mailbox cannot access, unlock, close or modify a trading account. Account access is controlled by the broker, and for Australian residents that means FxPro UK Limited, which is licensed by the FCA and CySEC but does not hold an ASIC licence. Any request about login details, verification, account status or a frozen account must go to the broker's own support channel. Sending it here delays the only route that can actually resolve it, because this site has no connection to the account system.

This mailbox cannot recover funds, reverse a transfer, trace a payment or intervene in a dispute with a broker. Fund recovery is a matter for the broker, your bank or payment provider, and, if unresolved, the relevant dispute-resolution scheme or the regulator that licenses the entity. For an offshore entity, that is the FCA or CySEC rather than ASIC. We can explain which body is which, but we cannot act on your behalf or contact anyone about your money.

This mailbox cannot provide personal trading advice, recommend a position, or tell you whether to use the maximum leverage of up to 1:200. Those requests need a licensed Australian financial adviser. We also cannot name a funding method beyond PayID and bank transfer, or confirm that a particular transfer will be credited. If your message is one of these, it will be answered with a pointer to the right channel rather than with the substantive help you asked for.

What a useful message contains so that an answer is possible

A useful message states the page or topic, the exact question, and the specific detail that prompted it. For a gold (XAU/USD) question, that means the lot size, the leverage, the price level and the platform. For a regulatory question, it means the entity name and the jurisdiction. A message that says only that something is wrong or confusing cannot be answered, because there is no specific claim to check and no way to tell which part of the page caused the difficulty.

Include the exact wording you are querying, copied from the page, rather than a paraphrase. If you are asking about a calculation, show your working so the point of difference is visible. If you are asking about a platform behaviour, state the platform and version and the steps that produced the result. Do not send screenshots of your account, your balance or your identity documents; they are not needed for any question this mailbox can answer and they create a data-handling risk.

State what outcome you are looking for: an explanation, a correction, or a pointer to the right source. That determines how the message is handled. A question that asks for an explanation receives one; a message that asks for a correction enters the correction process. If you are unsure which applies, say so and describe the issue in your own words with the specifics above. A clear, specific message is answered; a vague one is not.

No guest posts and no paid placement

We do not accept guest posts, sponsored reviews or paid placement at any price. Every page here is written in-house, and there is no rate card because there is nothing to buy.

That rule exists so a reader can trust that a favourable sentence was earned by the broker's documents rather than purchased. It also means we turn down most pitches, politely and without exception.

How a correction request is handled from receipt to outcome

A correction request is logged on receipt and checked against the source material we rely on, which is the published product documentation, the regulator's public register and the facts stated on the page. We do not change a page because a reader disagrees with a figure; we change it when the figure can be shown to be wrong against the source. You will receive an acknowledgement that the request has been logged, and a further reply once the check is complete.

If the correction is upheld, the page is amended and the change is noted internally with the date and the reason. We do not publish a public changelog or credit the person who raised the issue, and we do not enter into correspondence about the wording beyond confirming what changed. If the correction is not upheld, the reply will state which source supports the existing text, so you can check it yourself. We do not debate matters of opinion, only matters of fact.

A correction request about a number, a date, a regulator name or a currency is treated as factual and checked first. A request about tone, emphasis or the choice of topic is not a correction and will be treated as feedback, which may not receive a reply. If your request concerns a figure such as the margin example at 1:200, include the arithmetic you believe is correct so the check can focus on the calculation rather than the conclusion.

What we will and will not help with

We will explain what a page means, where a figure came from and how a calculation works. We will also tell you when a question needs a licensed adviser, because some do.

We will not help with account problems, fund recovery or disputes with a broker, and we do not give personal advice. If money is stuck in an account, the broker is the only party who can act on it, and a regulator or a licensed adviser is the right next step, not this desk.

The response time to expect and what affects it

Expect a reply within three to five business days for most messages. That window applies to questions that fall within what we can answer and that include the details listed in the section on useful messages. Messages sent on a weekend or an Australian public holiday begin their count on the next business day. We do not operate a live chat or a phone line, so the mailbox is the only channel and there is no faster route.

Response time depends on the complexity of the question and the volume of messages received. A question about a specific platform menu or a margin calculation can usually be answered from the documentation in one reply. A question that requires checking a regulatory point or clarifying which entity serves Australian residents may take longer because the answer must be accurate rather than quick. We do not send holding replies that promise a date we cannot keep.

We do not guarantee a response time for correction requests, because those are handled under a separate process described below. If your message is about a factual error on the site, it is logged and reviewed in priority order. If you have not received a reply after five business days, resend the original message rather than starting a new thread, so the context is preserved and the question is not treated as a fresh enquiry.

What to send for each kind of question

For a question about a specific FxPro platform feature, send the platform name, the exact screen or menu, and what you expected to happen. For example, state whether you are on MT4, MT5, cTrader or the FxPro app, and paste the exact wording of any error message. That lets us check the behaviour against the platform documentation rather than guess. If the issue relates to gold (XAU/USD), include the order type, lot size and whether the position was open or pending at the time.

For a question about margin or position sizing, send the lot size, the leverage you are using and the reference price you have in mind. At 1:200, a 0.10-lot gold position needs about $85.50 margin, so tell us if your figure differs and show the arithmetic you used. We do not need your account number or balance. A clear worked example is enough for us to identify whether the confusion is about the 100 oz contract size, the pip value of 0.01, or the difference between margin and free equity.

For a question about funding or withdrawals, send the method (PayID or bank transfer), the currency (AUD or another), and the stage the transfer reached. Do not send bank account numbers, PayID identifiers, screenshots showing full account details, or one-time codes. If you are asking why a transfer has not appeared, state the date and time you initiated it and the amount in A$. We cannot trace a payment, but we can explain the typical sequence and what the receiving entity will require before it credits an account.

What we can and cannot answer, including why no personal trading advice is given

We can answer factual questions about how gold (XAU/USD) contracts work, how margin is calculated, what a pip is worth at a given lot size, and what the platform documentation says about order types. We can explain the difference between a market order and a pending order, how stop-loss and take-profit levels are handled, and what the published specifications say about contract size and tick size. We can also clarify the regulatory position for Australian residents, including the FCA and CySEC licensing and the absence of an ASIC licence.

We cannot answer whether you should buy or sell gold, where the price will go, or whether a particular position is a good idea. That is personal trading advice, and providing it would require an Australian financial services licence we do not hold. We also cannot tell you what leverage you should use. The maximum available to Australian residents is up to 1:200, but that is a cap, not a target, and the appropriate level depends on your own risk tolerance, account size and strategy, which we do not assess.

We cannot confirm whether a specific broker is suitable for you, compare brokers on cost, or recommend one over another. We can describe what a cost consists of, such as the spread, commission and swap arrangements disclosed in the product documentation, and what those depend on, but we cannot state that any particular cost is low or favourable. If your question is about your own circumstances, a licensed Australian adviser is the appropriate source, not this site.