Collection Partners: Email deliverability (spam / bounces)

Problem: emails from Debitura are not arriving

Symptoms include:

No case assignment notifications, task alerts, or platform emails arriving in your inbox
Password reset or contract signing codes not received
A coworker at the same organization receives emails, but you do not

Cause 1: Spam or junk filtering

Your email server or spam filter may be classifying Debitura emails as spam. This is more likely if:

The debitura.com domain has not been whitelisted by your IT team
Your email server applies aggressive filtering rules
Digest-style notifications trigger volume-based spam filters

Fix

Check your spam or junk folder for emails from [email protected].
If found, mark them as "not spam" and move them to your inbox.
Ask your IT team to whitelist @debitura.com (or specifically [email protected]) as a trusted sender domain.

Cause 2: Hard bounce - email address suppressed

Debitura uses an automatic bounce suppression system. When a delivery failure (a "hard bounce") is received for your email address, that address is permanently suppressed. A suppressed address will not receive any further Debitura emails, including notifications, password resets, and contract signing codes.

Common reasons an address gets suppressed:

The email address was entered incorrectly during account creation
The mailbox no longer exists (for example, after leaving a previous employer)
The email server permanently rejected delivery

Fix

Contact Debitura support to review and clear the suppression. See the escalation section below for what information to include.

Cause 3: Soft bounce escalation

Repeated temporary delivery failures (such as a full mailbox or a temporarily unavailable server) can also trigger automatic suppression. If an email address accumulates 5 consecutive soft bounces within a 90-day window without a successful delivery in between, it is escalated to a permanent hard bounce and suppressed.

Fix

Resolve the underlying mailbox issue (for example, free up storage), then contact Debitura support to clear the suppression.

Cause 4: Notification preferences are set to off or digest mode

You may have disabled certain notification types or switched them to daily digest mode. When a notification category is set to digest, updates are consolidated into a single daily summary email rather than being sent individually in real time.

Fix

Go to Notification Settings in the partner portal.
Verify that the relevant notification categories are enabled.
If you need real-time notifications for a specific category, confirm it is not set to digest mode.

Cause 5: Expected email is part of a daily digest

Some notifications, such as partner reassignment updates and activity summaries, are sent as daily digests rather than individual emails. If you are waiting for a notification about a recent case change, it may arrive in the next digest batch rather than immediately.

Fix

Wait for the next daily digest email. If it does not arrive, check your spam folder and notification preferences as described above.

Special case: password resets and contract signing codes

Password reset links and two-factor contract signing codes are sent directly (without queueing) and should arrive within 1 to 2 minutes. If they have not arrived:

Check your spam or junk folder.
If not found, the most likely cause is email address suppression. Contact Debitura support.

How to update the email address on your account

If the registered email address is no longer valid (for example, after a staff change), a partner Admin can add a new user with the correct email and remove the old user account via Team Members. For detailed steps, see How to invite coworkers and manage users.