Contact Veld Terminal

How to reach us

The only editorial mailbox is editor@veldterminal.com. We read every message, but we do not promise a response time in hours or days because the volume varies. If you are reporting a factual error, please include the page URL and the exact sentence you believe is wrong.

We do not use a contact form because an email leaves a record that both sides can refer to. Please do not send attachments unless we ask for them. Plain text is fine.

What we will help with

We will help with editorial matters: a factual correction, a question about our methodology, or a request to clarify something we wrote. If you think a broker's document has changed since we checked it, tell us and we will re-check it when we can. We take accuracy seriously.

We will also consider suggestions for topics, but we do not promise to cover anything. Our desk is small, and we focus on what helps a trader size a gold position quickly from one screen without a spreadsheet.

What we will not do

We will not help with account problems, fund recovery, or complaints about a broker. We are not the broker and we have no access to client accounts. For those issues you must contact the broker's support team and, if necessary, the relevant ombudsman or regulator.

We do not give personal advice, and we do not accept guest posts, sponsored reviews, or paid placement at any price. If you offer us money to change a rating or insert a link, we will decline. Our editorial independence is not for sale.

What to include in your message depending on the query

For any account or platform question, include the platform you use (MT4, MT5, cTrader, or FxPro Edge), the account number if you have one, and the exact wording of any error or message you saw. If the issue is with a deposit or withdrawal, add the method (local card, EFT, or e-wallet), the amount in ZAR, and the date you sent it. This lets us check the right log without a back-and-forth.

For a general question about gold (XAU/USD) trading conditions, tell us the trade size in lots or ounces and the direction you are considering. One standard lot is 100 oz and one pip is 0.01, so stating “0.10 lots long” is enough for us to point you to the relevant contract details. You do not need to send a screenshot unless the platform shows something unexpected.

For a correction request on any article or page, send the exact URL, the sentence or figure you believe is wrong, and the source you are comparing it against. If the source is a regulator such as the FSCA, name the specific document or notice. We log every correction request with a ticket number and review it against primary sources before making any change.

What we can and cannot answer

We can answer questions about how Veld Terminal works, what the published facts say about gold trading, and how to use the information on this site. For example, we can confirm that at the reference price of 4275.0, a 0.10-lot gold position has a notional value of about $42,750, and that the margin requirement depends on the leverage cap that applies to your account. We can also explain what a term like swap means in general.

We cannot give personal trading advice, and we will not tell you whether to buy or sell gold at any price. Questions like “should I go long now” or “is this a good entry” will get a response that points you to the published risk warning and the mechanical facts, not a recommendation. We also cannot predict prices, guarantee outcomes, or suggest a position size for your specific capital.

We can answer factual questions about the broker relationship, such as which entity serves South Africa and the regulator caveat. We can state that FxPro is licensed by the FCA (UK) and CySEC, and that an FxPro entity holds an FSCA licence in South Africa, but you must check which entity your own account is opened with. We cannot access your live account or change any broker setting.

Response time to expect from the contact desk

For a standard account or platform question, expect a first reply within one business day. The contact desk works South African business hours, Monday to Friday, excluding public holidays. If you write on a Saturday, the clock starts on Monday morning. We answer every message in the order it is received, and we do not prioritise based on account size or trade volume.

For a correction request, expect an initial acknowledgement within one business day, but the full review can take longer. The time depends on the complexity of the claim and how long it takes to verify against primary sources. A simple typo fix is often resolved within two business days, while a dispute about a trading figure may take up to five business days because we check the underlying contract specifications directly.

If you have not received any reply after two full business days, check your spam or junk folder first, then resend with the word “follow-up” in the subject line. We answer every legitimate message, but occasional email filtering can drop a reply. For urgent platform outages, the fastest route is still the contact form, but we cannot guarantee a response faster than the stated one business day.

How a correction request is handled

A correction request starts with a ticket in our internal queue, and we acknowledge it within one business day. The acknowledgement is not a promise to change anything; it only confirms that a human has read your message. We then compare the challenged sentence against the primary source, which is usually the broker’s published contract specifications or a regulator’s official notice.

If the correction is confirmed, we update the page and add a short editor’s note at the bottom stating what changed and when, unless the fix is a pure typo. We do not silently edit a number and leave the old version cached. The note is plain text, no link, and it stays on the page for 30 days. If the correction is not confirmed, we reply with the source we used and keep the original text.

We never change a page based on a single user’s claim without a verifiable source. A screenshot from another website is not enough; we need the official document. For anything about FxPro’s licence, we check the FSCA register directly. For anything about gold contract size, we check the broker’s instrument specification sheet. This process keeps the site accurate without chasing every rumour.

Where to send each type of message

Use the contact form on this page for every type of message, because it automatically tags your query into the right queue. The form has a dropdown for account, platform, content correction, and general question. Choosing the wrong tag does not delay your answer by much, but the right tag means the person who reads it already has the relevant tools open.

For a correction request, do not send it to a general support email if one is listed elsewhere; use the contact form and choose “content correction” from the dropdown. That route goes to the editorial team, not the broker support desk. The editorial team is the only group authorised to change a published sentence, and they work from the same ticket queue as the rest of the contact desk.

If you need to attach a file, the form accepts PNG, JPG, and PDF up to 5 MB. Keep screenshots cropped to the relevant window and avoid sending a full desktop capture with other tabs visible. We do not open ZIP or RAR files, and we ignore links to file-sharing services. For anything that cannot be explained in 500 words, send a short message first and we will reply with a dedicated upload link if needed.

What to send for each kind of question

Send your platform ID, the instrument and lot size, and the exact date and time of the trade when you ask about a gold order. A typical message reads: ’MT5 account 456123, XAU/USD 0.10 lot, entry 11:42 SAST on 3 June, order 987654’ — that lets the desk pull the ticket without follow-up. For margin or leverage questions, include your current equity and the price you used; the margin on gold at the 1:200 retail cap for a 0.10 lot is about $85.50, but your own number depends on the entity your account sits with and the instrument’s rate at that moment.

Attach a screenshot of the error or a PDF of your statement for account, funding or platform faults; do not crop out the account number or the time stamp. For EFT or card deposit queries in ZAR, send the payment reference from your bank and the amount in R, not dollars — the desk matches rand deposits to your trading account. E-wallet queries need the wallet email and transaction ID. If the issue is a rejected card, state the card type and the exact rejection text; the desk cannot see your bank’s side, so the message you paste is the fastest way to route it.

For factual corrections on a page, send the URL, the exact sentence you think is wrong, and the source you believe is right. The desk compares your source against the broker’s published specs and the regulator’s register before any edit. For general questions about gold trading, include the instrument and the context — for example, ’XAU/USD swap on a short 0.10 lot held over Wednesday’ — because the answer depends on the broker’s current rate and your account type, not a fixed table. For anything else, a clear subject line plus the account or order number is enough; the desk will ask for more if needed.

The response time to expect from the contact desk

The contact desk replies within one business day for most queries sent through the form or the listed email, Monday to Friday, excluding South African public holidays. A factual question about the XAU/USD contract or the 1:200 retail leverage cap is usually answered the same day because the answer is already documented. A query that needs the broker’s confirmation — for example, the exact margin on a 0.10-lot gold position at a given moment — may take an extra day, because the desk checks the live rate and your account entity before replying.

Correction requests take up to two business days to acknowledge and up to five business days to resolve, because every proposed change is checked against the source you provide and the broker’s current published specifications. If you claim that a number on the site is wrong, the desk will not edit the page until the check is complete. Queries sent over a weekend or public holiday are answered on the next business day in the order they arrived; the desk does not operate a live chat, so there is no instant reply.

Complex queries — such as a dispute about a swap on a short XAU/USD position held over Wednesday, or a question about an FSCA entity versus an FCA entity — can take longer than one day because the desk may need to pull the account records from the broker. You will get a holding reply within one business day in those cases, so you are not left waiting. If you have not heard back after two business days, check your spam folder and then resend with the original subject line; the desk treats a resend as a new query but can merge it with the first one.

The response time to expect

The contact desk replies to most messages within one business day, but the actual time depends on the complexity of the question and the queue at the time you write. A simple request for the current margin on a 0.10 lot gold trade is usually answered in a few hours, while a detailed explanation of a margin call on XAU/USD can take a full day because the team must check the trade history on the server. Messages sent after 4pm on a Friday are answered on Monday morning, as the desk is not staffed over the weekend.

The response time is longer when you do not include the account number, trade ticket or payment reference, because the team has to ask for these before it can start. A message that says 'my gold trade is wrong' with no details will get a reply asking for the missing information, which adds an extra round trip. To get the fastest possible answer, put the key numbers in the first sentence and attach any screenshots. The desk does not prioritise urgent or marked-as-important messages over the queue, so do not rely on a subject line to jump ahead.

The response time for a correction request is the same as for any other message, but the desk will acknowledge it within one business day and then confirm the exact change once the review is done. If the correction involves a factual error in a published article, the review may take up to three business days because the team must verify the claim against the source data before editing. You will not get a promise of a same-day fix, but you will get a clear timeline in the first reply.