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Collection Partners: Email deliverability (spam / bounces)

If you are not receiving emails from Debitura, the cause is usually spam filtering, a suppressed email address, or a notification preference setting. This guide walks through the most common causes and how to fix them.

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

  1. Check your spam or junk folder for emails from [email protected].

  2. If found, mark them as "not spam" and move them to your inbox.

  3. Ask your IT team to whitelist @debitura.com (or both [email protected] and [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 suppressed and stops receiving any further Debitura emails, including notifications, password resets, and contract signing codes. A hard-bounce suppression expires automatically 365 days after the most recent bounce if nothing else happens to the address in the meantime - but you do not need to wait: contact Debitura support to have it reviewed and cleared sooner.

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

  • A previous Debitura email was reported as spam from that address - this type of suppression cannot be cleared by Support; a different email address must be used instead

Fix

For an incorrect-address or mailbox-gone hard bounce, contact Debitura support to review and clear the suppression once the mailbox issue is fixed. See the escalation section below for what information to include. If the address was suppressed because it reported a Debitura email as spam, the suppression is permanent and cannot be lifted - use a different email address for that user instead.

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 hard bounce and suppressed. Like any hard-bounce suppression, this one expires automatically after 365 days with no new bounce, or Support can clear it sooner once the mailbox issue is fixed.

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

  1. Go to Notification Settings in the partner portal.

  2. Verify that the relevant notification categories are enabled.

  3. 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:

  1. Check your spam or junk folder.

  2. If not found, the most likely cause is email address suppression. Contact Debitura support.

How to update the email address on your account

This depends on whose address it is.

Your own login email: it is read-only in your profile, and Team Members has no edit option either. Contact Debitura support to have it changed - support updates the address in place and moves your login across to it at the same time, so you keep the same account, memberships and history.

A colleague's address, after a staff change: a partner Admin adds the new person as a user with the correct email and removes the old user account via Team Members. For detailed steps, see How to invite coworkers and manage users.

Escalation: when to contact Debitura support

If the steps above do not resolve the issue, contact Debitura support and include:

  • The email address affected

  • The approximate date emails stopped arriving

  • Whether the spam/junk folder has been checked

  • Any error messages received (if known)

Support can confirm whether the address is suppressed and, for a hard-bounce or soft-bounce-escalation suppression, clear it once the address is valid and accessible again. A suppression caused by a spam report cannot be cleared - a different email address is needed.

Related: Not receiving new case notifications

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