Available support channels
1. In-platform case chat (primary channel for case-related questions)
The case chat is a secure messaging thread inside each case. It connects Clients directly with their assigned Collection Partner. Chat messages trigger email notifications to the recipient.
When to use:
Questions about an active case (status updates, next steps, debtor contact attempts)
Uploading missing documents or clarifying case details
Responding to partner questions (such as "more info required" requests)
Discussing case-specific costs or escalation options
Response time expectations:
Collection Partner replies: target within 48 business hours (actual times may vary)
New case confirmation by partner: typically within 48 hours of notification (2 business days, weekends excluded)
How to access:
Clients: Open the relevant case from the Cases list and use the chat panel
Collection Partners: Open the relevant case from the Cases Received list and use the chat panel
2. Report Issue (in the platform)
Every case has an Actions > Report Issue option that asks what you actually need before pointing you anywhere. Use it when you are not sure who to ask. It can send you to Debitura support, open the right case action for you (changing or closing a case, correcting a claimed amount), explain in place why a case was closed, or - if the problem is how the collection partner behaved - start a formal complaint. Every route also offers the support email, the support centre and an explicit way to report the partner's conduct. Response time: instant routing; where it leads to Debitura, the 2-business-day email target applies.
3. Public support portal (self-serve)
Website: https://support.debitura.com/
When to use:
Finding answers to common questions about platform workflows and features
Reviewing guides before contacting support
Response time: Instant (self-serve). If the answer is not found, contact the Debitura team via email.
4. Email (Debitura team)
Email addresses serve different purposes:
Address | Use for | Response time |
Platform questions (login, onboarding, navigation, technical issues), bulk uploads, CSV processes, API/integration questions, compliance documentation requests (e.g., DPA) | Target: within 2 business days (complex requests may take longer) | |
New prospects, product questions before uploading claims, pricing inquiries, demo requests. If you already have a Debitura account and an open support conversation, ask your pricing or volume question there instead. We route it to the commercial team internally, so you do not need to write to a separate address. | Target: within 2 business days | |
Becoming a Collection Partner or Referral Partner, partnership questions, partner onboarding, partner-related commercial topics | Target: within 2 business days | |
Legal questions, formal complaints, legal or compliance-related concerns | Target: within 2 business days for acknowledgement (resolution time depends on the topic) |
5. Developer documentation (self-serve)
Website: https://docs.debitura.com/
When to use:
API authentication and endpoints
Integration guidance and examples
Technical reference for developers
Response time: Instant (self-serve). For technical help, contact [email protected].
6. Online meetings (video calls)
Online meetings are available for enterprise Clients and Partners by appointment.
Enterprise Clients (typically 20+ cases per jurisdiction per month, or an integration/API setup) can book a call here: Book a call
Partners: request a call by emailing [email protected] and proposing a few time slots.
7. Phone and WhatsApp
Phone support and WhatsApp support are not available. For urgent case-related matters, use the in-platform case chat to reach the assigned Collection Partner directly.
Quick reference: which channel to use
Situation | Recommended channel |
Case updates, documents, debtor contact, next steps | In-platform case chat |
Something wrong with the partner's conduct, or unsure where to start | Report Issue on the case |
Platform issues, onboarding help, CSV/API/integrations | |
Considering Debitura or requesting a demo | |
Existing client with a pricing or volume question | Your open support conversation (we route it internally) |
Becoming a partner or partnership questions | |
Legal questions or complaints | |
Self-serve answers | |
Developer reference |
Support hours and availability
Email and in-platform chat messages can be sent at any time (24/7)
Target response times are measured in business hours and may vary; Collection Partner SLAs exclude weekends
Phone and WhatsApp coverage are not offered
Impact by actor
Client
Uses in-platform case chat to communicate with the assigned Collection Partner about active cases
Uses email ([email protected]) for platform-level support unrelated to a specific case
Enterprise Clients may book online meetings via Calendly
Collection Partner
Uses in-platform case chat to communicate with Clients about assigned cases
Uses [email protected] for commercial or onboarding questions
May request online meetings by emailing [email protected]
Referral Partner
Uses [email protected] for partnership and onboarding questions
Uses docs.debitura.com for API and integration reference
Uses [email protected] for technical support
Debitura
Operates the platform and provides support via email and the public support portal
Does not handle case-specific collection work (that is the Collection Partner's responsibility)