If your order shows the status Error or Deposit rejected, do not panic. Your money is safe. Here is what happened and what to do.
What causes an order error?
For buy orders (MXN → BTC):
SPEI sent from a bank account not in your name → Deposit rejected
Technical issue during processing → Error
For sell orders (BTC → MXN):
Issue processing your Lightning payment → Payment failed
A Bitcoin (on-chain) payment that can't be completed automatically, for example because it exceeds your monthly limit or is a second payment to the order's address → Your payment is under review
Note: An expired quote is not an error — a Refresh Swap Order button will appear to generate a new invoice without creating a new order. With Bitcoin (on-chain), tap Refresh rate.
What happens to my money?
Buy — Deposit rejected: The SPEI will be returned to your originating account within 24–48 hours.
Buy — Error: If the order failed after receiving your deposit, Aureo will process a refund to your originating account within 1–3 business days.
Sell — Error: If you already paid the Lightning invoice and the order failed, the Aureo team will review the case. You will not lose your bitcoin.
Sell with Bitcoin (on-chain) under review: We email you. If we can't complete the sale, reply with a Bitcoin address and our team sends your bitcoin back by hand. If the issue is your monthly limit, you can instead complete Tier 2 verification and reply to the email. We then complete the sale at the market rate of that moment. Don't send more bitcoin to that order's address.
What to do
Check your order status and note your order number (visible in the order details).
Contact support via the chat in the app.
Include your order number and a description of what happened.