Contact South Cross FX

The only mailbox

You can reach the desk at editor@southcrossfx.com. This is the only public contact for South Cross FX, and it is read by the person who writes and checks the articles. We do not publish a phone number or street address because the desk is not a customer-facing financial business.

Please keep messages short and specific. Tell us which article you are referring to and what exactly is wrong or unclear. We do not promise a response time, but every message about a factual error or broken link is read.

What we will help with

We will answer questions about our articles, our methodology, and the brokers we cover. If a figure seems out of date, send us the broker's current document and we will re-check it. If a calculator on this site gives an unexpected result, tell us the inputs and we will test the formula.

We also welcome corrections from readers who spot a factual mistake. The corrections page explains exactly how to report one and what happens next. We do not ignore polite, specific feedback, even if we cannot always reply quickly.

What we will not do

We do not help with broker account problems, fund recovery, or complaints. If your money is stuck with a broker, contact the broker's support team or a lawyer in your jurisdiction. We are not a mediator and have no power to compel a broker to act.

We do not give personal advice about whether to trade gold or how much to risk. We do not accept guest posts, sponsored reviews, or paid placement at any price. If someone offers to pay for a link or a positive mention, we refuse and may name the attempt in a corrections note.

What to include for account, funding and platform questions

For an account-related question, include the email address registered to your trading account and your account number in the first line of your message. This lets our team locate your profile immediately and avoids back-and-forth requests for identification. If you are asking about a deposit or withdrawal, also state the payment method you used, the transaction date, and the AUD amount. Screenshots of your client portal or bank confirmation are welcome, but never send full card numbers or online banking passwords by email.

For a funding question, your first paragraph should name the method you used, such as bank transfer or card, and the exact AUD amount plus the date and time you initiated the transfer. If the funds have not arrived, include the reference or receipt number from your bank. This is often the fastest way for us to trace a payment with the provider. If you funded by bank transfer, the reference may be your account number or a unique code; copy it exactly as shown in your banking app.

For a platform question about MT4, MT5, cTrader or the FxPro app, tell us which platform and device you are using, such as MT5 on Windows 11 or the FxPro app on iOS 17. Describe the exact action you were trying to take and quote any error message word for word. A screenshot of the screen is worth including, but keep the file size reasonable. Without these details we often have to ask clarifying questions, which delays the answer.

The limits on what our support team can and cannot answer

Our team can answer factual questions about how the South Cross FX service works, how to use the FxPro platforms, and how to manage your account, but we cannot give personal trading advice. That means we will not tell you whether to buy or sell gold at a particular price, what lot size to use, or whether a trade is a good idea. Any question that asks 'should I trade' or 'what do you think will happen' will be answered with general educational information only, not a recommendation.

We can explain what a margin call is, how the maximum available leverage of 1:200 in Australia affects the margin for a 0.10-lot gold position (about $85.50 at a reference price of 4275.0), and how pips work on XAU/USD, where one pip is 0.01 and one standard lot is 100 oz. We can also clarify how spreads and swaps are structured, though we do not publish fixed numbers because they vary with market conditions, account type and the liquidity provider. We will never invent a cost figure just to sound precise.

We cannot provide tax advice, legal advice, or a forecast of gold prices. We cannot execute trades, close positions, or change your leverage on your behalf. We also cannot discuss another person's account with you, even if you are related or hold a joint bank account. Finally, we cannot guarantee that any particular strategy or tool will result in profit; trading gold is high-risk and you can lose more than your initial deposit when using leverage.

How long you will wait for a reply

Our standard response time for email is within one business day, Monday to Friday, Australian Eastern Standard Time. Most messages sent before 2 pm AEST receive a reply the same day, but during busy periods or after public holidays it can take the full business day. We do not operate a 24/7 live chat, and weekend emails are answered on the next business day. If your matter is urgent, check our website for any scheduled maintenance notices before writing again.

For funding issues, we aim to acknowledge your message within four business hours and provide a substantive update within one business day. The total resolution time depends on the payment provider: bank transfers are usually traceable within a few hours, while card payments can take up to three business days to be investigated by the sending and receiving banks. We will tell you if the delay is on the bank's side and what reference number to quote to them.

If you do not receive a reply within one business day, first check your spam or junk folder, especially if you use Gmail or Outlook. Then send a brief follow-up from the same email address, including your original message below. Do not open a new thread, as that resets your position in the queue. We do not offer phone support, so email is the only channel; repeated emails about the same issue do not speed up the process and may slow it down.

What happens when you ask us to correct an error

When you send a correction request, we first verify whether the error is on our side, such as a mistake in an article, a broken link, or a wrong figure in a response. You should quote the exact sentence or paragraph and state what you believe is wrong. We log your request with a reference number and aim to acknowledge it within one business day. If the error is factual and verifiable, we will correct it and note the change at the bottom of the page.

For a correction about your trading account, such as a wrong balance, a missing deposit, or an incorrect personal detail, we treat it as a formal complaint under our internal procedure. We will ask for evidence, such as a bank statement or a screenshot from your FxPro client portal, and we will investigate within five business days. If the error was ours, we will fix it and confirm in writing. If it was caused by the platform provider, we will escalate it to FxPro on your behalf.

We cannot correct information that is not under our control, such as a live gold price feed, a spread shown in the platform, or a swap rate charged by the liquidity provider. Those are set by the market and the broker, not by South Cross FX. We also cannot remove a review or a comment simply because you disagree with it, unless it contains a factual error that we can verify. If your correction request is about a legal or financial matter, we may need to consult our compliance team first, which can take longer.

The correction request process from start to finish

A correction request begins when you email our only mailbox with the subject line 'Correction request' and the page or account number concerned. In the body, list the specific error, the correct information you believe should appear, and any supporting evidence. We do not accept correction requests by any other channel, and we do not act on anonymous messages. Within one business day you will receive an acknowledgement with a reference number, for example COR-2025-0412.

After acknowledgement, a staff member is assigned to the request. For editorial corrections, we check the original source and the current version of the page; if the error is confirmed, we update the text and add a dated note at the bottom, such as 'Corrected on 15 June 2025: changed spread example from 0.3 to 0.2'. For account corrections, we work with FxPro's support team if the issue relates to the trading platform, and we keep you informed by email at each step.

The whole process for a simple factual error takes between one and three business days. If the request involves a financial transaction or a disputed balance, it can take up to ten business days because we must obtain records from the payment provider or the broker. At the end, we send you a final email explaining what was corrected, or why no correction was made, with reference to the evidence. You can appeal that decision once by replying to the same thread within 14 days.

What to include for account, funding and trading questions

For account questions, send the email address registered to your South Cross FX account and, if you have one, your FxPro account number. This lets our team locate your setup without back-and-forth. You do not need to send your password, and we will never ask for it. If you are asking about a login problem, also tell us the platform you are using — MT4, MT5, cTrader or the FxPro app — and whether you see an error message. Describing the exact screen you are stuck on speeds up a fix. Do not attach screenshots until we ask, as they can contain personal data.

For funding questions, always state the method you used — bank transfer or card — and the AUD amount sent. Include the date and, for bank transfers, the reference or receipt number from your banking app. If a deposit has not arrived, check first that the bank account details you sent to match the ones shown in your FxPro portal. Missing or incorrect references are the most common delay. Tell us your bank’s name only if we ask, because that detail rarely matters. Never send a full bank statement unless we request it specifically for a missing transfer.

For trading questions about gold XAU/USD, give us the order ticket number if it is an order issue, or the exact error code if a trade was rejected. State whether you were using a desktop platform or the FxPro app, and the time in AEDT or AEST when it happened. If your question is about margin on a gold position, tell us your leverage and position size in lots — for example, 0.10 lots at 1:200 leverage needs about $85.50 margin at a gold price near 4275.0. That helps us confirm your calculation without guessing your account settings.