Contact the Desk

The one address

The desk has a single editorial mailbox: editor@kampalacounterug.com. Mail sent there reaches the people who write and check these pages, and it is the right address for a factual challenge, a broken link, or a question about how a page was put together.

We do not promise a reply within any set number of hours or days. Messages are read in the order they arrive, and a clear message with the page address and the exact wording in question is the one that can be acted on fastest.

What we cannot help with

We cannot help with account problems, deposits, withdrawals, verification delays or fund recovery, because we are not your broker and have no access to any account. Those matters belong with the broker's own support, and with the regulator named in its documents if it comes to a formal complaint.

We also give no personal advice: no view on whether you should buy or sell gold, no position sizing for your situation, and no opinion on money you cannot afford to lose. And there are no guest posts, no sponsored reviews and no paid placement at any price, so please do not send those requests.

The details that make a message answerable on the first reply

A useful message states the instrument code XAU/USD, the position size in lots, the platform (MT4, MT5, cTrader or the FxPro app), and the exact question in one sentence. For gold, add the price level you are asking about; the reference price is about 4275.0, one standard lot is 100 oz and one pip is 0.01. If the question is about margin, say the lot size so the arithmetic can be shown against the leverage cap that applies to the entity serving Uganda; at that cap a 0.10-lot position needs about $85.50. Vague messages such as “gold question” cannot be answered without a round trip.

A useful message separates what you observed from what you concluded. Write “the order ticket showed a fill at this price at 14:05 EAT on MT5” rather than “the broker cheated me”. Write “I funded with Mobile Money and the balance did not change” rather than “deposits do not work”. The observation gives us something to check; the conclusion tells us what you want confirmed. If you are quoting a page on this site, paste the sentence exactly and give the heading it sits under, because the same words can appear under different headings with different meanings.

A useful message says what answer would help: a definition, a formula, a pointer to a setting, or confirmation that a page needs correcting. It also says what you have already tried, such as reinstalling the app or checking the demo account, so the reply does not repeat it. If your question touches the regulator caveat, say whether you have already checked the CMA Uganda licensed persons list. We do not need your account number, your password, your Mobile Money PIN or your national ID, and you should not send them.

What to include in your message for pricing, platform and gold contract questions

For a pricing or cost question, send the instrument code XAU/USD, the position size in lots, and the platform you use (MT4, MT5, cTrader or the FxPro app). Cost on gold is not one figure: it is the spread at the moment you trade plus any commission or swap the entity serving Uganda applies to your account type, so the answer depends on those inputs. State whether you mean a market order now or a pending order, and the time of day in Uganda time (EAT). Without the lot size and platform we cannot tell which cost schedule applies to you.

For a platform question, include the platform name and version, the exact error text or screen you see, your device and operating system, and whether the problem happens on demo or live. A screenshot described in words is enough if you cannot attach files. Say whether you are on Wi-Fi or mobile data, because connection drops on Mobile Money top-ups and order placement are often network-related rather than platform-related. If the issue involves a specific gold position, give the ticket number and the lot size. We answer what the platform does and where to find a setting; we do not log in to your account.

For a gold contract question, state that you mean XAU/USD, one standard lot equals 100 oz, and one pip equals 0.01, then give the price level you are asking about (the reference price is about 4275.0). Say whether you are asking about margin, pip value, contract size or settlement timing. Margin depends on the leverage cap that applies to the entity serving Uganda, not on a number you choose; at that cap a 0.10-lot gold position needs about $85.50 margin. If your question is about a different size, give the exact lots so the arithmetic can be shown.

What we can help with

We can help with the content itself: pointing you to where a figure came from, explaining why a broker was or was not ranked, and correcting anything on the site that is wrong. If a page is unclear, saying which sentence confused you is genuinely useful.

We can also tell you what a term means in plain language, such as what a pip of 0.01 on gold represents or how margin is calculated. That is explanation of published material, not a view on whether you should trade.

Questions we answer directly and the personal trading advice we must decline

We answer factual questions about how gold trading works, what a term means, how a platform feature behaves, and how costs are structured on XAU/USD. We can explain that one standard lot is 100 oz, that one pip is 0.01, and that margin at the applicable leverage cap for the entity serving Uganda is illustrated by a 0.10-lot position needing about $85.50. We can point you to the regulator caveat: FxPro is licensed by the FCA (UK), CySEC and FSCA; confirm any broker on the CMA Uganda licensed persons list. We cannot tell you whether to buy or sell gold, where to place a stop, or how much of your savings to risk.

We cannot give personal trading advice, portfolio recommendations, or signals, and we cannot comment on your specific financial situation, income, debts or goals. That is not a limitation of effort; it is a boundary that keeps the site honest and keeps you talking to a licensed adviser for advice. If your question is “should I go long XAU/USD at 4275.0”, the answer is that only you and a licensed adviser can decide that, because it depends on your risk tolerance, time horizon and capital. We can explain what leverage does to margin and to losses, but not what you should do with it.

We can answer questions about how to fund with Mobile Money in general terms, such as the fact that it is the familiar route for Ugandan traders, but we cannot confirm whether a specific deposit has landed in your account. We can explain what a swap is and that it depends on the entity and the position, but we cannot quote a swap number. We can explain the regulator caveat and how to check the CMA Uganda licensed persons list. We cannot verify a broker’s current licence status for you or act as your compliance check.

The response window you should expect and what changes it

Expect a reply within two to three working days for a complete question, counted from the next working day in Kampala after your message arrives. Messages sent on Saturday, Sunday or a Ugandan public holiday start the clock on the next working day. A question that arrives with the instrument, lot size, platform and exact wording of the issue is usually answerable in one pass; a question missing those details needs a second exchange, which adds days. We do not promise instant replies, and we do not run a live chat.

Response time stretches when your message needs a fact we must check rather than a definition we can state. A question about what one pip on XAU/USD is worth at a given lot size is quick because the arithmetic is fixed: 100 oz per lot and 0.01 per pip. A question about why a specific order filled at a specific price needs the ticket, the time in EAT and the platform, and may need to be checked against the entity serving Uganda. The more of that you send up front, the closer the reply stays to the two-to-three-day window.

We answer in the order messages arrive, with one exception: a correction request that identifies a factual error on a page is pulled ahead of general questions. That means a general question sent on Monday can be answered after a correction sent on Tuesday. If your message is time-sensitive because a position is open, say so in the first line, but understand that we cannot give live trading instructions regardless of timing. For urgent account or fund issues, the route is the broker, not this page, and that is covered below.

How a correction request is logged, checked and answered

A correction request is logged as a correction, not as a general question, when it names the page, quotes the sentence you believe is wrong, and states what the correct fact is with a source we can check. We then compare the quoted sentence against the facts the page is allowed to state. If the sentence states a number, a leverage ratio, a spread, a commission, a swap or a minimum deposit that was not given to us, it is a candidate for correction. If it merely reads awkwardly, it is an editorial note rather than a factual correction.

We check a correction against the limited fact set the page is built on: the instrument is gold (XAU/USD), one lot is 100 oz, one pip is 0.01, the reference price is about 4275.0, and at the applicable leverage cap a 0.10-lot gold position needs about $85.50 margin. We also check the regulator caveat: FxPro is licensed by the FCA (UK), CySEC and FSCA; confirm any broker on the CMA Uganda licensed persons list. If your correction asks us to add a spread, a swap or a minimum deposit number, we will decline because those numbers were not provided to us.

You get a reply that says either the page has been changed, or why it has not. If changed, the reply names the sentence before and after so you can see the edit. If not changed, the reply explains which fact the sentence rests on and why your proposed wording would introduce an unsupported claim. We do not publish a public corrections log, and we do not attribute corrections to named individuals. A correction that turns out to be a request for personal trading advice is answered as an advice request, which means it is declined with a pointer to a licensed adviser.

Account access, fund recovery and personal advice belong with the broker or a licensed adviser

We cannot unlock an account, reset a password, reverse a trade, trace a Mobile Money deposit or recover funds. Those actions sit with the entity that serves Uganda and holds your account, and with your Mobile Money provider for the payment leg. This page has no access to client accounts and no ability to move money. If you have sent money and it has not arrived, contact the broker’s support with the Mobile Money transaction reference and the time in EAT, and contact your Mobile Money provider if the payment itself is in question. We can explain how funding works in general but cannot act on a specific transfer.

We cannot give personal trading advice, and we cannot tell you whether to trade gold at 4275.0, how much to risk, or how to recover a losing position. A loss on XAU/USD is a real possibility because leverage magnifies both directions, and at the applicable cap a 0.10-lot position needs about $85.50 margin, which is a margin figure and not a limit on how much you can lose. For advice about your own situation, speak to a licensed financial adviser. For a dispute about how an order was handled, the broker’s formal complaints route is the correct channel, not this page.

We cannot confirm whether a broker is currently licensed, and we cannot verify a licence number for you. We can repeat the caveat the site is built on: FxPro is licensed by the FCA (UK), CySEC and FSCA; confirm any broker on the CMA Uganda licensed persons list. Checking that list is a step you take yourself, and it is the step that matters before you fund any account with Mobile Money. If your message asks us to do that check on your behalf, the reply will point you to the list rather than give a yes or no.