Troubleshooting

Troubleshooting overview This section helps identify and resolve common issues that users may encounter while using Aurex on web and mobile platforms.

Issues are grouped by account access, balances, card usage, and mobile-specific behavior.

---

I can’t log in to my account

Possible reasons

• Incorrect password

• Expired or invalid session

• Temporary platform issues

• Using the mobile app without an existing account

What to do

• Double-check login credentials

• Log out and log in again

• Use the account recovery process if access is lost

Important Account registration is not available in the mobile app. New accounts must be created via aurex.cash.

---

My wallet balance is not updating

Possible reasons

• Pending deposits

• Network or processing delays

• Temporary synchronization issues between web and mobile

What to do

• Refresh the dashboard or mobile app

• Allow time for pending transactions to complete

• Check recent deposit status via the web interface

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

---

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

Important Card creation logic is identical on web and mobile, but balance updates may appear first on the web interface during peak load.

---

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

Important Aurex does not control merchant-side approval decisions.

---

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.

---

OTP codes are not appearing

Possible reasons

• No recent OTP request

• Temporary system delay

• Mobile notification delivery delay

What to do

• Request a new OTP

• Refresh the dashboard or mobile app

• Wait briefly before retrying

Tip On mobile devices, ensure notifications are enabled for the Aurex app.

---

Mobile app–specific issues

Common situations

• User attempts to register an account in the mobile app

• App is accessed before account creation

• Delayed synchronization after login

What to know

• The mobile app requires an existing Aurex account

• Registration is performed only via the web

• Mobile app provides access to existing accounts only

Important The mobile app includes a direct link to register via aurex.cash if no account exists.

---

When to contact support

Contact support if:

• An issue persists after troubleshooting

• Account access cannot be restored

• Balances appear inconsistent for an extended period

• Mobile app behavior differs significantly from the web dashboard

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