Contact Aurum Rand

How to reach us

The only editorial mailbox is editor@aurumrand.com. Please write in English, and include the specific page or fact you are writing about. We read every message, but we cannot promise a response within a specific number of hours or days.

We do not have a telephone number, street address, or social media accounts for the desk. Any communication claiming to be from Aurum Rand outside of this email address should be treated with suspicion.

What we will help with

We welcome corrections, factual queries, and feedback about our content. If you think a number is wrong or a statement is outdated, please send us the source you are relying on, and we will review it. If we find an error, we will fix it in place with a dated note, as described on our corrections page.

We are also open to suggestions for future reviews or topics, but we do not guarantee that we will cover them. We prioritise topics that are relevant to South African gold traders and that fit our editorial focus on account protection.

What we will not help with

We cannot help with account problems, fund recovery, or disputes with a broker. If you have an issue with a broker, you should contact the broker's support team and, if necessary, the relevant regulator. For South African clients of FxPro, the regulator 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.

We do not give personal advice, and we do not tell you whether to trade gold or any other instrument. We do not accept guest posts, sponsored reviews, or paid placement at any price. Our editorial independence is not for sale.

What to include when you write in

For a general account or funding query, send your account number, the date and time of the issue, and a one-line description of what went wrong. Do not send your password or full card number; a support agent will never ask for them. If the query is about a specific deposit or withdrawal, include the transaction reference from your bank or e-wallet and the rand amount so the team can trace it against FxPro’s records.

For a technical problem on MT4, MT5, cTrader or FxPro Edge, state the platform, your device and operating system, and the exact error message or behaviour. Attach a screenshot if possible, but redact your account balance and any open positions. Mention whether the issue happens on another device or network — that detail often halves the time to a fix.

For a complaint about execution, a rejected order or a margin call, include the order ticket number, the instrument (XAU/USD), the lot size, the time it happened in South African time, and the price you saw versus the price you received. If you are asking for a correction to published content, send the URL of the page, the exact sentence you believe is wrong, and the source you are relying on.

The line between support and personal trading advice

We can answer factual questions about how the Aurum Rand site works, how gold trading is quoted, and how margin is calculated for XAU/USD. For example, we can confirm that one standard lot is 100 oz and that one pip is 0.01, and we can explain that at the maximum retail leverage cap available in South Africa, a 0.10-lot position needs about $85.50 margin. We can also point you to FxPro’s official platform guides and explain the regulator caveat: 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.

We cannot tell you whether to buy or sell gold, where to set a stop loss, or how much of your capital to risk on a trade. That is personal trading advice and it depends on your income, your goals, and how much you can afford to lose. We also cannot interpret price action for you or predict whether XAU/USD will rise or fall. Any suggestion that we can is a red flag — no legitimate educational site offers that.

If you ask about a specific trade you are considering, we will explain the mechanics but not the decision. For instance, we can show you how to calculate the rand value of a 0.10-lot move of one pip, but we will not say whether that move is likely. Our editorial focus is protecting your account first: risk-based sizing so one loss cannot sink you. That means we will always remind you that leverage is a cap, not a target, and that trading gold is high-risk.

How long you will wait for a reply

A first response to a written query normally takes one business day. Business days are Monday to Friday, excluding South African public holidays, and the clock starts when your message reaches the correct inbox. If you write on a Saturday, expect a reply by the end of Tuesday. If you write on a public holiday, add one more business day.

Queries that require FxPro to investigate a trade or a payment can take longer — up to three business days for a full answer. That includes checking execution records for XAU/USD orders, matching a bank transfer in rand to your account, or reviewing a margin call. We will always tell you if an investigation is needed and give you a realistic timeframe rather than leaving you waiting.

If you have not heard back after three business days, check your spam folder and then resend with the word URGENT in the subject line. Do not open a new ticket for the same issue — replying to the original thread keeps the history intact. For time-sensitive problems like a stuck withdrawal, contact FxPro directly through their live chat, because Aurum Rand is an educational site and cannot act on your brokerage account.

Requesting a correction to anything we publish

A correction request is handled as a priority and is not treated like a general support query. Send the exact URL of the page, the sentence or number you believe is wrong, and your evidence — a link to an official source, a broker statement, or a regulator’s published rule. We log every request with a date stamp and review it within two business days.

We will correct factual errors quickly and visibly. If the error is a number — for example, a margin figure for gold, a pip definition, or a leverage cap — we will fix the text and add a short note at the bottom of the article saying that a correction was made. We do not silently edit pages. If the error affects a calculation, we will re-run the example and update the rand amounts.

We will not remove a page or change a statement just because it is inconvenient for a trader. If you lost money and believe our content misled you, we will check the wording against the facts we were given. If the wording was accurate, we will explain why, but we will still review whether the risk warning could be clearer. Corrections are about accuracy, not about managing reputation.

What we can and cannot answer about your FxPro account

We can answer questions about how to use FxPro’s platforms for gold trading, how to find the swap rate for XAU/USD on MT4, or how to read the margin indicator on cTrader. We can also explain the difference between the FCA, CySEC and FSCA licences and what the regulator caveat means for you as a South African client. We can tell you that local cards, bank transfers in ZAR and e-wallets are accepted funding methods, but we cannot see or verify your deposits.

We cannot see your account balance, open positions, trade history or pending withdrawals. Aurum Rand is not a broker and has no access to FxPro’s systems. If you need a statement, a tax certificate or proof of a deposit, you must request it from FxPro directly through their client portal. We also cannot reset your password, change your leverage, or close a trade for you — those actions are yours alone.

We will not give you a second opinion on whether FxPro is safe for your money, because that is a personal decision. We can tell you the facts: 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 entity that serves South Africa is FxPro Markets Direct Costa Rica Latam SRL. Beyond that, do your own due diligence and never deposit more than you can afford to lose.

What to send for each kind of question

For a question about a gold trading cost, send the exact instrument code XAU/USD, your account base currency, the trade size in lots, and the platform you use. Costs depend on the execution type, market conditions, and the entity your account is opened with, so these details let us give you an answer that matches your own account instead of a generic one.

For a question about a deposit or withdrawal in rand, send the payment method you used, the amount in ZAR, the date and time of the transaction, and any reference number from your bank or e-wallet. Local cards, bank transfers in ZAR, and e-wallets each have different processing times and requirements, so this information is what determines whether we can trace the payment or tell you what to expect next.

For a question about platform behaviour on MT4, MT5, cTrader, or FxPro Edge, send the platform name, the instrument, the exact error message or screenshot, and the time it happened. A description without the error text often points to a different cause, so the wording of the message is the fastest way to identify whether it is a connection issue, a margin check, or a setting on your side.

What we can and cannot answer

We can answer factual questions about how gold trading works, what the costs consist of, and how margin is calculated. We can explain that 1 lot of XAU/USD is 100 oz and that a pip is 0.01, and we can walk you through the formula for the margin a 0.10-lot position would need at the leverage your account is actually set to, but we cannot tell you what leverage to choose.

We can answer questions about the funding methods available to South African clients and what affects the time a rand deposit takes. We can explain that local cards, bank transfers in ZAR, and e-wallets are the accepted methods, but we cannot guarantee when a specific payment will clear, because that depends on your bank, the amount, and the time of day you sent it.

We cannot give personal trading advice, recommend a trade size, or tell you whether to buy or sell gold at the current reference price. We can explain the risk of using the maximum leverage available in South Africa, which is a cap of 1:200 for retail and up to 1:500 for eligible clients, but we will not suggest you use any particular ratio, because protecting your account starts with a size you can afford to lose.

The response time to expect

A first reply to a normal email arrives within one business day. Business days for our team run Monday to Friday, South African Standard Time, and messages sent after hours or on a public holiday start that clock on the next working morning, so the longest you should wait for an acknowledgement is about 24 working hours.

If your message involves a payment provider or a check with FxPro, the full answer can take longer. A deposit made by local card or bank transfer in ZAR can take a few business days to reflect, and an e-wallet payment usually moves faster, but the time depends on the provider, so a first reply within one business day does not mean the money is already visible in your account.

If you send a screenshot or an error message, the reply is often faster. A clear description of what you saw on MT4, MT5, cTrader, or FxPro Edge lets us check the cause without asking follow-up questions, but a question about your own FxPro account may need to be passed to the entity that serves South Africa, and that adds time we cannot shorten from our side.