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Troubleshooting

Troubleshooting overview This section helps identify and resolve common issues users may encounter while using Aurex.

Issues are grouped by account access, balances, and card usage.

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I can’t log in to my account

Possible reasons

  • Incorrect password

  • Expired or invalid session

  • Temporary platform issues

What to do

  • Double-check login credentials

  • Try logging out and back in

  • Use the recovery process if access is lost

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Important Aurex cannot restore access without valid recovery credentials.

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My wallet balance is not updating

Possible reasons

  • Pending deposits

  • Network or processing delays

  • Temporary synchronization issues

What to do

  • Refresh the dashboard

  • Allow time for pending transactions to complete

  • Check recent deposit status

Note Pending balances may not be immediately available for card funding.

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I can’t create a card

Possible reasons

  • Insufficient wallet balance

  • Minimum or maximum balance limits

  • Temporary system restrictions

What to do

  • Verify available wallet balance

  • Check displayed balance requirements

  • Try again later if the issue persists

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A card transaction was declined

Possible reasons

  • Insufficient card balance

  • Merchant restrictions

  • Card network limitations

What to do

  • Confirm available card balance

  • Retry with another merchant or service

  • Create a new card if needed

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Important Aurex does not control merchant-side approval decisions

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Funds were reserved but not spent

What this means

  • A temporary authorization hold was placed

  • Funds are not permanently deducted

What to expect

  • Holds are usually released automatically

  • Release timing depends on the merchant

Note Aurex cannot manually remove authorization holds.

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OTP codes are not appearing

Possible reasons

  • No recent OTP request

  • Temporary system delay

What to do

  • Request a new OTP

  • Refresh the dashboard

  • Wait briefly before retrying

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When to contact support

Contact support if:

  • An issue persists after troubleshooting

  • Account access cannot be restored

  • Balances appear inconsistent for an extended period

Next step Support contact details are listed in the Contact section.

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