Symptoms
You may experience one or more of these issues:
No emails when new cases are assigned to your firm
Missing daily task summary emails
No notifications when clients send chat messages
Colleagues receive notifications but you do not
Notifications stopped arriving after working previously
Likely Causes
The most common reasons for missing notifications are:
Email preferences disabled: You or your organization may have turned off certain notification categories.
Spam or junk folder: Debitura emails may be filtered by your email provider.
Case assignment: Some case-specific notifications only go to the assigned user, not everyone at your firm.
Email deliverability issues: Your email server may be blocking or delaying Debitura emails.
Email address suppressed due to bounces: If Debitura has detected that your email address previously bounced (hard bounce or repeated soft bounces), emails to that address are automatically suppressed.
Troubleshooting Steps
Follow these steps in order to diagnose and resolve the issue.
Step 1: Check your notification settings
Verify that email notifications are enabled for your account:
Go to Notification Settings in the partner portal.
Review the notification categories and ensure the relevant options are enabled.
Pay special attention to the TodoDigest category, which controls daily task summaries and overdue reminders.
Save any changes.
For a detailed walkthrough, see How to update account settings.
Step 2: Check your spam and junk folders
Debitura sends emails from addresses ending in @debitura.com. Check your spam or junk folder for any filtered messages. If you find Debitura emails there:
Mark the emails as "Not spam" or move them to your inbox.
Add the sender address to your contacts or safe senders list.
Ask your IT team to whitelist Debitura's sending domain if your organization uses email filtering.
For detailed guidance on whitelisting and email deliverability, see Email deliverability (spam / bounces).
Step 3: Check if the case is assigned to a specific user
Some notifications are sent only to the assigned user, not to everyone at your firm. This is by design to reduce inbox noise and ensure accountability.
Notifications that go to the assigned user only:
Survey requests
Quote requests
Case-specific chat notifications
Notifications that go to everyone at your firm:
Daily new task summary (sent at 16:00 UTC)
Overdue task reminders (sent at 16:10 UTC, weekly cooldown)
To check if a case is assigned to a specific user:
Go to Cases Received.
Open the case in question.
Look for the assigned user field. If it shows a colleague's name, case-specific notifications will go to that person.
If you need to receive notifications for a case assigned to someone else, ask your administrator to reassign the case to you or leave it unassigned.
Step 4: Verify your email address is correct
Ensure the email address on your Debitura account is correct and that you have access to that inbox. You can view and update your email in your user profile settings.
Step 5: Confirm your user account is active
Only active users linked to the partner organization receive notifications. If you were recently added to the team, ensure your account setup is complete. See Getting started with Debitura for onboarding steps.
Step 6: Check if your email address has been suppressed
If your email address has previously experienced delivery failures, Debitura may have automatically suppressed all emails to that address. This happens when:
A hard bounce was detected, meaning the email server permanently rejected delivery.
Multiple soft bounces occurred without a successful delivery in between (5 consecutive soft bounces within 90 days are automatically treated as a permanent failure).
Once an email address is suppressed, no further notification emails will be sent to it until the suppression is removed. To resolve this, contact Debitura support and ask them to check if your email address has been suppressed due to bounces. Only Debitura support can review and remove email suppression.
Understanding Notification Timing
Debitura sends notifications on different schedules:
Notification Type | When Sent | Recipients |
Daily new task summary | 16:00 UTC daily (when new tasks exist) | All active partner users |
Overdue task reminder | 16:10 UTC (7-day cooldown between reminders) | All active partner users |
Case-specific notifications (surveys, quotes, chat) | Real-time or shortly after event | Assigned user only (if assigned); otherwise all users |
Chat message from client | 10 minutes after last message (to bundle multiple messages) | Creates a chat reply task; appears in daily summary |
If you are expecting a notification that has not arrived, check the timing above. Daily summaries are sent once per day, and overdue reminders have a 7-day cooldown per organization.
Escalation
If you have completed all the steps above and are still not receiving notifications, contact Debitura support. Please include the following information:
Your email address registered with Debitura
The type of notification you expected to receive
The date and time you expected the notification
Whether other users at your organization are receiving notifications
Any error messages or bounce notifications you have received