Contact the editorial desk

The one mailbox

All editorial correspondence goes to editor@tasmancoinau.com. There is no phone line, no live chat and no second address, so anything claiming to be from this desk through another channel should be treated as not from us.

The desk does not promise a response time. Messages are read in the order they arrive, and a message that includes the page address and the exact sentence in question is the easiest to act on.

How long a reply takes and what changes the timing

Expect a reply within two business days for most messages, measured in Australian Eastern time and excluding public holidays. A message that arrives on a Friday afternoon may be answered on the following Monday or Tuesday. We do not promise an instant response and we do not run a live chat. If your question is about an open position, treat the wait as a reason to manage the position through your platform rather than through email.

Timing depends on how complete the first message is. A report that includes the platform, timestamp, lot size and a screenshot is usually answered in one pass. A message that asks us to guess what happened, or that omits the instrument and timeframe, needs a follow-up question and adds a round trip. The fastest replies go to messages that state the question in the first sentence and attach the evidence.

Correction requests and factual errors are handled ahead of general questions because a wrong figure on a live page misleads every reader who lands on it. General how-it-works questions are answered in the order received. We do not offer priority handling for a fee, and we do not accept payment to move a message up the queue. If you need an answer tied to a market event, send it before the event, not after.

Account access, fund recovery and personal advice go to the broker or a licensed adviser

We cannot access your trading account, reset a password, release a withdrawal, reverse a transfer or recover funds. Those actions sit with the broker and, for an Australian resident, with the offshore entity that holds the account. Because FxPro does not hold an ASIC licence, Australian residents deal with an offshore entity, so escalate account and money issues through the broker's own support channels and keep a written record of every exchange.

We cannot give personal trading advice, recommend a leverage setting, or tell you whether to close, hold or open a position on BTC/USD. We also cannot act as an intermediary in a dispute or guarantee an outcome. If you believe a financial product has been misrepresented, the appropriate next step is a licensed adviser for advice and the broker's internal complaint process for the account issue, not this desk.

What we can do is explain the mechanics so you can ask the right question of the right party: how margin works at a cap of up to 1:200, what a pip of 1.0 means on a 1 BTC lot, and what the regulator caveat means in practice. A message that asks us to recover money or approve a trade will be answered with a direction to the broker or a licensed adviser, and no action will be taken on the account.

What to put in a message about a bitcoin chart or order question

Send the instrument code BTC/USD, the timeframe, the chart timestamp in AEST, and the platform you were using (MT4, MT5, cTrader or the FxPro app). A screenshot showing the candles, your order ticket and the account log is more useful than a description alone. State the reference price you saw (around 77000.0) and the exact order type. Without the platform name and timestamp we cannot match your report to a price feed.

For a margin or leverage question, include the lot size, the leverage cap applied to your account (up to 1:200) and the margin figure shown on your platform. As a worked example, a 0.10-lot bitcoin position at 1:200 needs about $385.00 margin. If your figure differs, say what your platform displayed and when. Do not send screenshots containing your password, full card number or identity documents.

For a funding or withdrawal question, name the method you used (PayID or bank transfer), the amount in AUD, the date and the status shown in your account. Do not send bank account numbers or PayID identifiers in the first message. We can explain how the process works and what the platform normally displays, but we cannot see your account balance or move funds, so the message should describe what you see rather than ask us to check it.

The details that make a first message answerable

A useful message states the question in the first sentence, names the instrument as BTC/USD, gives the lot size (where 1 lot equals 1 BTC), the leverage cap in force (up to 1:200) and the platform. It includes the time in AEST and the price you saw near the reference level of 77000.0 if price is relevant. It says what you expected and what happened instead. That structure lets an answer be written without a round of clarifying questions.

Attach only what is needed: a chart screenshot with the timestamp visible, an order ticket, or a platform error message. Redact your account number, password, card details and identity documents. For a funding question, state the method (PayID or bank transfer), the AUD amount and the date, but do not send the actual PayID identifier or bank details in the first contact. We do not need them to explain how the process works.

Say what you have already checked, such as the platform's own help pages, the broker's published schedule or the regulator caveat. That prevents a reply that repeats what you already know. If your question is about margin, include the figure your platform displayed so it can be compared with the worked example of about $385.00 for a 0.10-lot position at 1:200. A message that names the gap between expectation and display is the easiest to answer.

What the desk will and will not help with

The desk will explain a page, check a figure it published, correct an error and point to the part of a broker's own document that a statement came from. It will not help with an account problem, a locked login, a pending withdrawal or a fund recovery, because only the broker can act on those.

It will not give personal advice, tell you whether to buy or sell, or comment on your positions. For anything involving money already sent to a broker, contact that broker directly and, where relevant, the regulator named in its documents.

How a correction request is logged and answered

A correction request is logged with the page URL, the exact sentence or figure you believe is wrong, the source you rely on, and the date you checked it. We then compare the claim against the facts we hold and against the regulator position, including the caveat that FxPro is licensed by the FCA (UK) and CySEC and does not hold an ASIC licence. You receive a reply stating whether the page will change, and why, rather than a silent edit.

If the correction is upheld, the page is amended and the reply tells you what changed. If it is not upheld, the reply explains the basis for the existing wording, such as a stated fact about BTC/USD lot size or the 1:200 leverage cap. We do not remove accurate risk warnings because they are inconvenient, and we do not add a number we cannot source. A request to soften a regulator caveat is treated as a disagreement, not a correction.

Requests that concern a figure we were not given, such as a specific spread, swap, commission or minimum deposit, are answered by explaining that the page deliberately avoids unsourced numbers. If you have a published broker schedule that supports a figure, send the document reference and date. We will check it, but we will not publish a number on the strength of an unsourced email. This keeps the page accurate for Australian readers comparing costs.

No guest posts and no paid placement

The desk does not accept guest posts, sponsored reviews or paid placement at any price. There is no rate card, and an offer to pay for coverage will not be answered with a price.

This is a deliberate limit. The only commercial relationship on the site is the affiliate link, and that relationship cannot buy a rating, a ranking position or the removal of a weakness.

Questions we answer directly and questions that need a licensed adviser

We answer questions about how the instrument works, what a pip is on BTC/USD (one pip equals 1.0), how lot sizing maps to 1 BTC, how margin is calculated at a leverage cap of up to 1:200, and what the platform screens mean. We can also explain the regulator position: FxPro is licensed by the FCA (UK) and CySEC but does not hold an ASIC licence, so Australian residents deal with an offshore entity. That is factual explanation, not a recommendation.

We cannot answer whether you should buy, sell, hold, use a particular leverage setting, or place a stop at a specific price. That is personal trading advice and requires a licensed adviser who knows your financial position. We also cannot tell you what bitcoin will do next or whether a current price near 77000.0 is a good entry. Any message asking for a trade call will be answered with an explanation of the mechanics and a pointer to the appropriate licensed source.

We can explain what a cost consists of, such as the spread quoted by the platform, any commission schedule published by the broker, and overnight financing on a leveraged bitcoin position, but we do not quote numbers we have not been given. We cannot confirm a specific spread or swap rate for your account. Those figures depend on the broker's current schedule and your account type, so the answer will tell you where to look rather than invent a number.