Reset your password
If you have forgotten your password or it is not working, you can reset it yourself:
Go to the password reset page.
Enter the email address you use to log in and click Reset Password.
Check your inbox for an email from [email protected] with the subject "Reset Your Password". Click the link in the email.
On the "Set your new password" page, enter a new password (at least 8 characters) and confirm it.
After setting your new password, you are redirected to the login page. Log in with your new password.
Important: The reset link is valid for 24 hours. If it has expired, go back to step 1 and request a new one.
Common login problems
"E-mail and password did not match"
This message appears whenever the email or password is incorrect. Debitura shows the same message for all login failures to protect account security. Possible causes:
Wrong password: If you are unsure of your password, reset it using the steps above.
Wrong email address: Double-check you are entering the email address you registered with. Pay attention to typos and extra spaces.
Wrong portal: Client accounts use app.debitura.com. If you are a collection partner, log in at partner.debitura.com instead.
There is no account lockout after failed login attempts, so you can keep trying.
"Please confirm your e-mail"
This message means your email address has not been verified yet. This happens for new accounts that have not completed the signup verification step. Check your inbox for a verification email from Debitura and click the confirmation link. If you cannot find it, use the "Resend verification email" option on the confirmation page. For more help, see email verification troubleshooting.
Password reset email not arriving
If you requested a password reset but have not received the email:
Check your spam or junk folder. The email comes from [email protected] with the subject "Reset Your Password".
Wait a moment. The email is sent immediately, but some email providers may delay delivery.
Request a new reset. Go to the password reset page and submit the form again. You can request multiple resets without being locked out.
Check you are on the right portal. If you are a collection partner, use partner.debitura.com instead of app.debitura.com. The client portal will show a message if you enter a partner email address by mistake.
If emails from Debitura are not arriving in general, see email notifications troubleshooting.
Shared credentials across portals
Debitura uses a single user account across all portals (client, partner, and admin). If you reset your password on the client portal, the new password also applies to any other portal your account has access to.
Password requirements
Your password must be at least 8 characters long. There are no requirements for uppercase letters, numbers, or special characters.
Team member or admin help
If you were invited to a team and your invitation link has expired, ask the account admin to send a new invitation. Admins can manage team members from the Team Members page. See invite and manage team members for details.
Escalation
If none of the steps above resolve your issue, contact Debitura Support and include the following information:
The email address you are trying to log in with
The exact error message you see (or a screenshot)
Which portal you are trying to access (app.debitura.com or partner.debitura.com)
Your browser name and version
Whether you recently changed your email or were invited to a team
See contacting Debitura Support for available support channels.