Capture the facts
Record the account email, product area, UTC time, network, asset, amount and exact error message.
Independent educational guide
Support & Troubleshooting
This independent guide explains Support & Troubleshooting in clear, practical steps. Platform features, fees, networks and availability may change; verify current information in the official back office before acting.
Troubleshooting
Give support useful evidence, never secrets
For transfers
Include the transaction hash and public wallet address. Do not include seed phrases or private keys.
Use official channels
Use the back-office support route or support@aurum.foundation and verify replies before following instructions.
Key checks
Key checks
Use official support channels
Describe the issue without sharing secrets. Include the transaction hash, selected network, amount and time when relevant.
Never share recovery secrets
No legitimate support agent needs your seed phrase, private key or wallet recovery words.
Privacy-first guide
This site does not request wallet keys, seed phrases or identity documents and does not run advertising trackers.
Independent educational guide
Open registration pageReview the platform carefully
Use the fixed partner registration link only after checking current terms, country availability and risk disclosures.
External partner link. Review the destination and terms before continuing.