Contact Krugerpath

How to reach us

The only editorial mailbox is editor@krugerpath.com. Write to us if you have a factual correction, a question about our methodology, or feedback on an article. We read every message but cannot promise a reply within a set time.

We do not have a telephone line or a physical office for readers. Email is the only channel we manage. This keeps our small desk focused on writing and checking facts.

What we will help with

We are glad to hear about errors in our articles, unclear explanations, or a broker document that has changed. If you found a better source for a fact, tell us and we will check it. We also welcome suggestions for topics you want explained.

If you think a broker has treated you unfairly, we cannot intervene, but your experience may help other readers. You can share it with us, and we may use it as a caution in a future update without naming you.

What we will not do

We do not open or manage accounts, recover funds, or contact a broker on your behalf. We are not a complaint service and we have no power to force a broker to act. For account problems, you must deal with the broker's support team and, if needed, the relevant regulator.

We do not give personal advice. We will not tell you whether to trade gold, how much to risk, or which broker to choose. We also do not accept guest posts, sponsored reviews, or paid placement at any price. That is a firm rule.

What details to include for each type of question

For account opening or funding questions, include your registered email address, the trading platform you use (MT4, MT5, cTrader, or FxPro Edge), and a brief description of the issue. If you are asking about a deposit or withdrawal, state the method you used (local card, bank transfer in ZAR, or e-wallet) and the date and amount in rand. This lets the support team locate your account without asking for sensitive information twice. Never send your password or full card number; the support team will never request these details in an email or chat.

For a trading or platform question, give the instrument code XAU/USD, the lot size you are asking about, and the exact error message or screen you see. Include your account type if you know it, because leverage caps differ between retail clients (up to 1:200) and eligible or professional clients (up to 1:500 depending on the instrument). A clear description of what you expected versus what happened helps the team reproduce the issue. Screenshots are useful, but make sure they do not show your full account number or balance.

For a regulatory or legal question, mention the entity you believe your account is opened with. The South African-facing entity is FxPro Markets Direct Costa Rica Latam SRL, but an FxPro entity holds an FSCA licence in South Africa, and your own account may be under a different entity. State whether your question is about FSCA coverage, FCA or CySEC protection, or something else. The support team can then route your query to the right compliance or legal contact instead of giving a generic answer.

What we can and cannot answer for you

We can answer factual questions about your Krugerpath account, the trading platforms, and how gold (XAU/USD) is quoted and margined. For example, we can explain that one standard lot is 100 ounces and one pip is 0.01, and we can show you how margin is calculated at the leverage cap that applies to your client category. We can also clarify the regulator caveat: FxPro is licensed by the FCA (UK) and CySEC, and an FxPro entity holds an FSCA licence in South Africa, but you must check which entity your own account is opened with.

We cannot give personal trading advice, such as whether you should buy or sell gold, what lot size to use, or where to set a stop loss. Any market view we share is general education, not a recommendation for your situation. We also cannot guarantee any outcome; trading gold is high risk, and past price moves do not predict future ones. If you ask for a specific trade idea, the support team will explain why we cannot provide one and point you to educational material instead.

We cannot execute trades, change your orders, or reset your password on your behalf. Those actions must be done through your own secure login on MT4, MT5, cTrader, or FxPro Edge. We also cannot tell you what a spread, commission, swap, or minimum deposit is as a fixed number, because those depend on your account type, market conditions, and the specific instrument. If you need a quote, we will direct you to the platform where you can see live pricing for your account.

How long a reply normally takes

Most email queries receive a first response within one business day. This is the target for account, funding, and platform questions sent through the contact form. If you write on a weekend or public holiday in South Africa, the clock starts on the next business day. Complex issues that need investigation by a technical or compliance team may take longer, but you will still get an acknowledgement within the same one-business-day window so you know your query is being handled.

Live chat and phone support are faster when the lines are open. During business hours, a live chat agent typically responds within a few minutes. Phone wait times depend on call volume, but the support team aims to answer without long holds. If you need a matter escalated to a senior specialist, the first agent will tell you when to expect a follow-up. That follow-up may come by email, so check the address you registered with Krugerpath.

The time to a final resolution depends on what you are asking. A simple question about how gold margin works at 1:200 can be answered in one reply. A correction request or a withdrawal that needs manual review may take two to five business days. If you have not heard back within the stated timeframe, reply to the same ticket rather than opening a new one. This keeps the history together and avoids delays.

How a correction request is handled

If you believe something on this website or in your account records is wrong, send a correction request through the contact form with the subject line Correction request. State exactly what you think is incorrect, where you saw it, and what you believe the correct information is. For account record errors, include your account number and the date of the affected transaction. The support team logs every correction request and gives it a ticket number for tracking.

A correction request is not the same as a complaint. If you are unhappy with a trade execution or a fee, that is a complaint and goes through a different process. But if you spot a factual error, such as a wrong date, a misspelled name, or an outdated statement about leverage caps, the correction team will verify it against the source records. You will be told whether the correction is accepted and when it will be applied, or why it was not accepted.

For website corrections, the content team reviews the page and updates it if the error is confirmed. This usually happens within two business days. For account record corrections, the timeframe depends on what needs to change. A simple spelling fix is fast; a change to a deposited amount may need proof from your bank. You will never be asked to pay for a correction. If the error was on our side, we fix it and confirm the update to you by email.

What to send for each kind of question

For account-related questions, include your FxPro account number and the entity shown on your statements. Mention whether your account was opened through Krugerpath or directly with FxPro, because the FSCA-licensed entity in South Africa may differ from the Costa Rica entity that serves some Krugerpath clients. If you are asking about a deposit or withdrawal, add the date, amount in R, and method used, such as a local card or EFT. Never send your password or full card number by email; a support agent will ask for verification through a secure channel if needed.

For a technical issue on MT4, MT5, cTrader, or FxPro Edge, state the platform and version, the device and operating system, the exact error message, and the time it occurred in SAST. Screenshots help, but remove any sensitive account details before attaching them. If a gold order failed or was rejected, include the order ticket number, the lot size, and whether it was a market or pending order. This lets the support team check the trade logs without asking you to repeat information.

For a question about gold trading conditions, name the instrument as XAU/USD and specify what you need: leverage, margin, or execution. Remember that leverage is a cap, not a target, and the margin for a 0.10-lot gold position at the maximum retail leverage is about $85.50. If your question is about a spread, swap, or commission, say which one and on which account type, because these are set by FxPro and can vary by entity and market conditions. Do not ask for a personal recommendation.

What we can and cannot answer

We can explain how gold trading works on the platforms offered through Krugerpath, including what 1 lot of XAU/USD means (100 ounces) and that one pip is 0.01. We can walk you through the margin formula using the reference price of 4275.0 and show how leverage affects the margin requirement, up to the caps of 1:200 for retail and 1:500 for eligible clients. We can also clarify FxPro's regulator caveat: FxPro is licensed by the FCA and CySEC, and an FxPro entity holds an FSCA licence in South Africa, but you must check which entity your own account is opened with.

We cannot give personal trading advice, such as whether you should buy or sell gold now, what lot size to use, or where to set a stop-loss. We cannot predict price movements or guarantee any outcome. We also cannot bypass FxPro's own support for account-specific actions like changing leverage, withdrawing funds, or disputing a trade. For those, we will point you to the right FxPro channel and, where possible, tell you what information to have ready so your request is handled quickly.

We cannot answer questions about accounts opened directly with FxPro without Krugerpath involvement, because we have no visibility into them. We also cannot comment on the spreads, swaps, or commissions of any account type, as those are set by FxPro and can change with market conditions; we can only explain what these costs consist of and what they depend on. For anything outside our scope, we will tell you plainly and suggest the correct route, whether that is FxPro support or a licensed financial adviser.

Response time to expect

We aim to reply to every message within one business day. Business days for our support team are Monday to Friday, excluding South African public holidays. If you write on a weekend or public holiday, the clock starts on the next business day. For simple questions, such as how to calculate margin for a 0.10-lot gold position at 1:200 leverage, you may get a faster reply. For anything that requires checking records with FxPro, expect up to two business days, because we must wait for their confirmation before we can give you a complete answer.

The response time depends on the type of question and the completeness of the details you send. A query that includes your account entity, the instrument XAU/USD, and the exact issue is usually resolved in one exchange. A vague message such as "my trade went wrong" will need a follow-up for specifics, which adds at least one more business day. If you are asking about a correction to published content, we treat that as a priority and will acknowledge it within one business day, even if the full review takes longer.

If you have not heard from us within two business days, check your spam or junk folder, then resend with the word "follow-up" in the subject line. Do not open a second ticket for the same issue, as that can slow the queue. For urgent technical problems during active trading, remember that we are not a dealing desk and cannot intervene in live orders; contact FxPro's 24/5 support directly through the platform. We will still help you afterwards to understand what happened and how to avoid it next time.