Goal
Close your Debitura account so that it is deactivated and your personal data is anonymized.
Before you start
Only users with the Admin role can close an account. If you have a User role, ask your account admin to perform the closure.
Your account can only be closed when:
No cases are in active collection. Cases in "Active", "Paused", "Verification pending" or "Needs additional information" status block deletion. Already closed cases and cases awaiting your signature do not block deletion, and a merged historical case does not block closure by itself - a creditor with only historical closed cases can delete immediately.
No lead with recorded quotes. A lead where a collection partner has already given a quote must be resolved first. A lead that has not received a quote does not block closure.
No unpaid partner commission. If any outstanding collection fee is owed to a partner, this must be settled first. This includes any open fee request, the invoice a partner has sent you through Debitura for their collection fee, which you find under Payments > Fee requests.
The portal displays exactly which cases or payouts are blocking closure.
If a partner will not close an active case, open the case and choose Actions > Report Issue. Pick 'I need to change or close a case' to request closure directly, or 'The partner did something wrong' if you want Debitura to review the partner's conduct - a complaint gives the partner a 10-day deadline to respond.
Steps
Log in to app.debitura.com.
Navigate to Settings → Delete Account in the left sidebar.
The portal checks your eligibility automatically and shows any blockers.
If eligible, review the information screen and click Confirm.
Access to the account you are closing is revoked immediately and you are signed out. If you also belong to another active Debitura account, you can still use that other account. A confirmation email is sent to all users on the account.
What happens after closure
Account closure at Debitura does not immediately erase your data. "Delete" means your personal information is anonymized - the account structure is kept so collection partners retain their billing history, while names, contact details and other identifying information are anonymized.
Immediately (Day 0)
Access to the closing account is revoked for all its users, and no one can return to it during the 30-day window. A person who also belongs to another active Debitura account can still use that other account. You receive a confirmation email with the exact date your data will be anonymized.
Your collection partners are also notified automatically. Debitura sends a data-erasure notice to every collection partner that has worked a real case with your account, informing them that the account is closing and its data will be anonymized in 30 days. No action is needed from you.
Day 30 - anonymization
An automated job processes your account. After this runs:
Your company name becomes "Deleted Account"
All debtor names become "Deleted Debtor"
The account's identifying data is anonymized, and cleanup of its stored files and linked external records starts
Financial records (amounts, dates, case outcomes) are preserved - partners keep their billing records
People and data shared with another active account, such as a user who also belongs to another Debitura account, or another account's evidence, are not removed just because this account closes
Cleanup can take longer when an external service fails or needs review. The final completion email is held until the cleanup work is resolved, so it is not guaranteed on day 30. Some provider-held history may be retained under a documented exception, so account closure is not a promise that every copy held by every service disappears. Contact [email protected] for the scope or status of an individual erasure request.
Long term
Account closure starts scheduled anonymization and separate cleanup. Required financial and linked records can remain; there is no automatic process that permanently removes every account and financial record after seven years. Contact Debitura for the scope of a specific retention or erasure request.
If you cannot delete your account
Check for active cases and quoted leads - cases in Active, Paused, Verification pending or Needs additional information must be closed or withdrawn first, and a lead with recorded quotes must be resolved.
Resolve unpaid partner commission - any outstanding collection fee owed to a partner must be settled, including any open fee request under Payments > Fee requests.
If a partner refuses to close a case - open the case and choose Actions > Report Issue. Pick 'I need to change or close a case' to request closure directly, or 'The partner did something wrong' if you want Debitura to review the partner's conduct - a complaint gives the partner a 10-day deadline to respond.
Still blocked? Email [email protected].
GDPR and data requests
Account closure anonymizes your account's personal data. Financial records may be kept where the law requires it, and some provider-held history may be retained under a documented exception. For debtor erasure requests (not your own account), contact [email protected].
For more on how Debitura handles data protection, see Data protection and DPA fundamentals.