Common symptoms
You see an "E-mail and password did not match" error on the login page
The login page reloads without logging you in
You forgot your password
Your password reset email never arrives
The password reset link does not work or has expired
You are trying to log in on the wrong portal (client portal instead of partner portal)
Likely causes
Incorrect email address: You may be using a different email than the one registered with Debitura. The login page shows the same error for all failure types to protect account security.
Wrong password: Passwords are case-sensitive. There is no account lockout, so you can retry as many times as needed.
Expired session: Your login session expires 30 days after you last logged in, regardless of activity. After that you must log in again.
Browser cache issues: Stored cookies or cached data may be causing conflicts.
Password reset link expired: Password reset links are valid for 24 hours only.
Email delivery issues: The reset email may be in your spam or junk folder. Reset emails are sent from [email protected].
Wrong portal: As a collection partner, you must use the partner portal (https://partner.debitura.com/) and not the client portal. The login page includes a "Log in to client account" link if you need to switch.
How to reset your password
Go to the Password Reset page
Enter the email address associated with your Debitura partner account.
Click Reset Password. You will be taken to a confirmation page regardless of whether the email is found (this is a security measure).
Check your inbox for an email from [email protected] with the subject "Reset Your Password". If it does not arrive within a few minutes, check your spam or junk folder.
Click the Reset Password button in the email (or use the text link provided).
Create a new password. It must be at least 8 characters long. There are no other complexity requirements (uppercase, digits, or special characters are not required).
After setting your password, you will be redirected to the login page with a confirmation message. Log in at the Partner Portal with your new password.
Note: The password reset link expires after 24 hours. If it has expired, you will be prompted to request a new one. Password reset emails are sent immediately (not queued), so delivery should be near-instant.
Important: If you enter an email address that belongs to a client account (not a partner account), the system will show an alert and direct you to reset your password on the client portal at app.debitura.com instead.
Self-serve checks before contacting support
Try these steps before reaching out to Debitura Support:
Verify your email address: Confirm you are using the exact email registered with Debitura (check for typos or extra spaces).
Check caps lock: Passwords are case-sensitive.
Clear browser cache and cookies: This resolves most session-related issues.
Try a different browser or incognito/private mode: This rules out browser extension conflicts.
Check your spam/junk folder: Password reset emails are sent from [email protected] and may be filtered.
Wait a few minutes: Although reset emails are sent immediately, occasional network delays can occur.
Request a new reset link: If your link has expired (after 24 hours), request a fresh one.
Check you are on the right portal: Make sure you are logging in at partner.debitura.com (not app.debitura.com, which is the client portal).
Note: Your Debitura account uses the same credentials across all portals (partner, client, and admin). Resetting your password on the partner portal also changes it for any other Debitura portals you may access.
When to contact Debitura Support
Contact support if:
You have tried all the self-serve steps above and still cannot log in
You no longer have access to the email address associated with your account
You believe your account may have been compromised
You need to change the email address on your account
What to include when contacting support
To help us resolve your issue quickly, please include:
The email address you use to log in
A description of the problem (error message, what happens when you try to log in)
The browser and device you are using (for example: Chrome on Windows, Safari on iPhone)
Whether you have tried the self-serve steps above and what happened
A screenshot of any error message (if possible)
If this does not resolve the issue, contact Debitura Support at [email protected] and include the information listed above.