Contact the desk

The one mailbox

The editorial mailbox is editor@mombasatokenke.com. It reaches the desk that writes and checks the pages, and it is the only contact route we publish. There is no phone line and no live chat, because a small desk cannot staff them honestly.

Write plainly and say which page you are asking about. We do not promise a response time in hours or days, and we would rather say that than miss a promise. Messages about a specific published claim are read first.

The response time to expect and what affects it

Expect a reply within a few working days for a straightforward question about the published material. A correction request with a clear source is usually quicker to assess than an open-ended question, because the work is checking a specific claim rather than researching a topic. Response time depends on how many messages are waiting, whether your message contains the URL and details needed to act, and whether the answer requires checking a fact against the published page. We do not promise a fixed number of hours.

Messages sent at the weekend or on a Kenyan public holiday will be read on the next working day, so a Friday evening message effectively starts its clock on Monday. A message that omits the page URL or the exact figure takes longer because it needs a follow-up before any work can begin. A message that asks several unrelated questions in one email may be answered in parts, with the simpler parts answered first. These are the practical factors, and they are the reason no single response time can be quoted for every case.

We answer in the order that messages arrive, with the exception of corrections that affect a figure a reader might act on, which are looked at first. If your message is a follow-up to an earlier one, reply within the same thread so the earlier context comes with it. If you have not heard back after several working days, a short nudge in the same thread is reasonable and does not reset your place. We would rather receive a polite reminder than have you assume the message was ignored.

Questions about the published material we can answer, and the personal trading advice we cannot give

We can answer questions about the material published on this site: how a figure was worked out, what a term means in the context of bitcoin (BTC/USD) with 1 lot equal to 1 BTC and one pip equal to 1.0, and where a stated fact comes from. We can confirm the regulator position, which is that FxPro is licensed by the FCA (UK), CySEC and FSCA and not by the CMA of Kenya. We can also explain what a margin figure such as about $385.00 for a 0.10-lot position represents at the applicable leverage cap.

We cannot answer questions that ask us to tell you whether to buy or sell, how much to risk, or what leverage setting to use. The leverage figure on this site is a cap set by the entity serving Kenya, not a setting to aim at, and we will not advise you to trade at or near it. We cannot predict where the bitcoin price will go, and we cannot tell you whether a particular position is a good idea. Trading is high-risk, and those decisions belong to you and, where relevant, to a licensed adviser.

We also cannot answer questions that require access to your account, your M-Pesa records or your broker relationship. We do not have visibility of your positions, your deposits or your withdrawals, and we cannot confirm what your broker has done or should do. If your question depends on information only your broker holds, the honest answer is that it belongs with the broker, not with this desk. We will say so plainly rather than guess, because a guess about account matters is worse than a clear redirect.

How a correction request is handled from arrival to published change

A correction request is logged on arrival, checked against the source you provide, and then either applied to the page or answered with the reason it was not applied. The check is against the facts the page is allowed to state, not against opinion, so a request that a spread or a fee is too high cannot be actioned because this page does not publish spreads or fees as numbers. A request that a stated figure is wrong, or that a regulator caveat is misstated, is exactly the kind of request that can be actioned.

If the correction is accepted, the page is edited and the change is made where the figure appears, not only in a footnote. If the correction is not accepted, the reply explains what the page actually says and why the current wording stands. Where the point is a matter of interpretation rather than fact, the reply will say so, because a disagreement about emphasis is not the same as an error. You will get a decision either way rather than silence, and the decision will refer to the specific text you questioned.

A correction that concerns a number must come with the source or the calculation, because the page can only state facts it is allowed to state. For example, a claim that the margin figure for a 0.10-lot bitcoin position is not about $385.00 at the applicable cap needs the arithmetic behind the alternative. A claim that the regulator caveat is wrong needs the specific licence you believe applies. Without that, the request becomes a general question and is handled as one, which is slower and may not lead to a change.

The details that make a message answerable on the first reply

A useful message names one topic, gives the page URL if the question is about this site, and states the specific figure or sentence at issue. It says what you expected to see and what you saw instead. It names the instrument where relevant, so bitcoin (BTC/USD) rather than a general reference to crypto, and it uses the site's conventions such as 1 lot equal to 1 BTC and one pip equal to 1.0. A message with those elements can usually be answered without a round of clarifying questions.

A useful message also states what you have already checked, so the reply does not repeat work you have done. If you have already confirmed the regulator position, say so. If you have already looked at the margin example, say which part of it is unclear. If your question is about M-Pesa funding, say what step you are asking about rather than only that funding is involved. This is not bureaucracy; it is what allows a precise answer instead of a general one that may not address your actual point.

A message that cannot be answered usually lacks one of three things: the specific text or figure being asked about, the source behind a correction, or a clear question at the end. A long message that describes a situation but never asks anything is hard to answer because the reply has to guess the question. If you are unsure whether your message is clear, end it with the single sentence you want answered. That one habit does more for response quality than any amount of additional background.

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

We cannot access your trading account, reset your password, release a withdrawal or recover funds sent to a broker. Those actions require the account holder and the broker, and this desk has no connection to either. If your issue is a deposit or withdrawal made through M-Pesa, the records sit with your broker and your M-Pesa statement, and the broker is the party that can investigate. Sending those details here does not start any process, because there is no process this desk can run on your account.

We cannot give personal trading advice, which includes telling you whether to open or close a bitcoin position, what lot size to use, or what leverage to select. The leverage cap that applies to the entity serving Kenya is a maximum, not a target, and we will not frame it as one. If you want personal advice, the appropriate route is a licensed adviser, and if you want to understand a product, the appropriate route is your broker's own documentation and support. This desk explains published material; it does not direct your trading.

For account and fund matters, contact your broker through its official support channels, and for regulatory questions about the entity serving Kenya, note that FxPro is licensed by the FCA (UK), CySEC and FSCA and not by the CMA of Kenya. That caveat matters when you are deciding where to take a complaint, because the CMA is not the body that licensed this broker. If your question is about a figure or a statement on this site, send it here. If it is about your money or your account, send it to the party that holds them.

What to include in a message about a wrong figure, a broken page, or a general question

For a wrong figure, send the exact page URL, the figure as it appears now, the figure you believe is correct, and the source or calculation behind your correction. For a broken page, send the URL, the device and browser you used, and a screenshot if possible. For a general question, state your question in one sentence and add any context needed to answer it. These three message types go to the same mailbox, and including the right details from the start is what makes a reply possible.

For bitcoin (BTC/USD) questions, include the instrument code and the specific number you are asking about, such as the reference price of 77000.0 or the margin figure of about $385.00 for a 0.10-lot position at the applicable leverage cap. If your question concerns funding, say plainly that you are asking about M-Pesa and the steps involved. Do not send account numbers, M-Pesa transaction codes, passwords or screenshots of your broker dashboard, because this desk does not handle account access and cannot act on that data.

For a question about regulation, name the regulator you are asking about. FxPro is licensed by the FCA (UK), CySEC and FSCA, not by the CMA of Kenya, and a question that starts from that fact is easier to answer than one that assumes a local licence exists. For a question about costs, say what cost you are asking about, such as spread, commission or swap, and note that this page does not publish those numbers. The clearer the question, the more likely the reply can point you to the right place.

No guest posts and no paid placement

The site does not accept guest posts, sponsored reviews or paid placement at any price. A broker cannot buy a page, a ranking position or a favourable sentence, and an approach that offers money for coverage will be declined without negotiation.

This keeps the only commercial relationship on the site the affiliate link, which is disclosed on the pages where it appears. If a reader is ever offered coverage on this site in exchange for payment, it did not come from the desk.

What the desk will and will not help with

The desk will explain how a figure on the site was reached, point to the broker document behind it, and take a correction if something is wrong. It will also answer general questions about how the margin maths works for bitcoin (BTC/USD), where 1 lot is 1 BTC and one pip is 1.0.

The desk will not help with account problems, will not attempt fund recovery, and will not give personal advice on whether to trade or what to trade. Those belong to the broker and, where advice is regulated, to a licensed adviser. Mombasa Token is not a broker and is not licensed to advise.