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Collection Partners: Login issues / reset password

This guide helps you resolve common login problems with the Debitura partner portal and shows you how to reset your password. If you cannot log in, follow the steps below before contacting support.

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 keep retrying - but after five wrong attempts in a row, each response takes a little longer (up to 8 seconds) as a security measure. This is not a bug; a correct login resets it immediately.

  • Expired session: Your login session lasts up to 30 days from when you logged in. If you are inactive for 15 minutes, you will be logged out sooner and need to sign in again - the 30-day window only holds if you keep using the portal.

  • 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

  1. Go to the Password Reset page

  2. Enter the email address associated with your Debitura partner account.

  3. Click Reset Password. You will be taken to a confirmation page regardless of whether the email is found (this is a security measure).

  4. 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.

  5. Click the Reset Password button in the email (or use the text link provided).

  6. Create a new password. It must be at least 8 characters long and include at least one letter (a-z or A-Z). No digits, uppercase letters, or special characters are required - just the length and one letter.

  7. 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: The confirmation page looks the same no matter what email you enter - for security, Debitura never reveals on screen whether an address belongs to a partner or a client account. But the reset email you receive is routed correctly: a client account gets a reset link to app.debitura.com, not the partner portal. If you are not sure which portal an email belongs to, check the link inside the email you receive rather than the confirmation screen.

Self-serve checks before contacting support

Try these steps before reaching out to Debitura Support:

  1. Verify your email address: Confirm you are using the exact email registered with Debitura (check for typos or extra spaces).

  2. Check caps lock: Passwords are case-sensitive.

  3. Clear browser cache and cookies: This resolves most session-related issues.

  4. Try a different browser or incognito/private mode: This rules out browser extension conflicts.

  5. Check your spam/junk folder: Password reset emails are sent from [email protected] and may be filtered.

  6. Wait a few minutes: Although reset emails are sent immediately, occasional network delays can occur.

  7. Request a new reset link: If your link has expired (after 24 hours), request a fresh one.

  8. 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.

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