AURUM · V5
Aurum Help Center
Troubleshoot deposits, NEYRO withdrawals, wallet connections, network mistakes and account-access problems with a structured diagnostic checklist.
Verification status
This independent guide separates verified official statements from instructions that may change inside the back office. Always confirm live amounts, networks, fees, eligibility and product availability before acting.
DIAGNOSTIC FLOW
Choose the problem that best matches what you see
Deposit not credited
Do not send the transfer again yet.
Open the sending platform and copy the TXID/hash.
Check the transaction on the correct blockchain explorer.
Confirm success status, destination address, asset and network.
If on-chain success is confirmed but Aurum is not credited, contact official support with TXID, user ID, amount, network and timestamp.
SecurityThis independent guide separates verified official statements from instructions that may change inside the back office. Always confirm live amounts, networks, fees, eligibility and product availability before acting.
NEYRO withdrawal missing
Find the withdrawal TXID/hash. If there is no TXID, record the request time and status.
Check the destination wallet address and network.
Open the transaction in the relevant blockchain explorer.
If successful, switch the wallet to the correct network and verify/add the token contract.
Escalate with TXID, wallet, network, amount, time and screenshots. Never share seed words.
SecurityThis independent guide separates verified official statements from instructions that may change inside the back office. Always confirm live amounts, networks, fees, eligibility and product availability before acting.
Wallet will not connect
Close duplicate wallet/browser sessions.
Confirm the wallet app/extension is official and updated.
Check the network requested by the live NEYRO interface.
Disconnect the old session, refresh, then reconnect and read each signature request.
Do not approve a transaction you do not understand.
SecurityThis independent guide separates verified official statements from instructions that may change inside the back office. Always confirm live amounts, networks, fees, eligibility and product availability before acting.
Wrong network or token
Stop further transfers.
Record sending address, receiving address, asset, network and TXID.
Check the transaction on the network actually used.
Do not use “recovery services” that ask for seed words or private keys.
Contact the receiving platform/wallet support with public transaction evidence; recoverability depends on address/network support.
SecurityThis independent guide separates verified official statements from instructions that may change inside the back office. Always confirm live amounts, networks, fees, eligibility and product availability before acting.
2FA / account access
Confirm you are on the official domain.
Check email spam/junk and device time synchronization for authenticator codes.
Do not repeatedly reset or create duplicate accounts.
Use the official support route and provide user ID/email plus non-secret screenshots.
Never send password, OTP seed, recovery phrase or private key.
SecurityThis independent guide separates verified official statements from instructions that may change inside the back office. Always confirm live amounts, networks, fees, eligibility and product availability before acting.
Evidence checklist
1User/account ID and timestamp
2Asset, amount, network and public wallet address
3TXID/hash and screenshots showing status
Never send
Seed / recovery phrase · private key · password · OTP secretLegitimate troubleshooting can use public transaction data without taking control of your wallet.