When you submit a case to Debitura, the platform tracks its progress through several stages and sends you email notifications at key moments. These emails ensure you stay informed about your case without needing to check the portal constantly. Some emails are purely informational, while others require you to take action.

To understand the full journey a case takes, see cases in Debitura. For a complete list of what each status means, see case status definitions.

Timely responses to certain notifications can directly affect how quickly your case progresses. For example, if your collection partner requests additional documentation and you respond promptly, they can resume collection activities sooner. Ignoring notifications may delay your case or, in some situations, result in the case being closed without successful recovery.

Debitura sends two types of email notifications: real-time alerts for important events and scheduled summaries that group routine updates together.

If you create a case before signing your contract (the Standard Debt Collection Agreement, or SDCA), Debitura sends up to three follow-up reminders asking you to complete your signature. Your case cannot proceed until the agreement is signed.

Action required: Sign your agreement. You can do this from the Contracts page in your portal. For help with the signing process, see how to sign agreements. For background on what you are signing, see contracts and signatures.

If you create cases without providing bank account details, Debitura sends a digest email listing those cases. The system waits one hour after your last case creation before sending this reminder, so multiple cases are grouped into a single email.

Action required: Add your bank account details to ensure recovered funds can be transferred to you.

Your assigned collection partner may request additional information or documentation before they can proceed with collection. When this happens, the case moves to "Needs Additional Details" status and you receive a notification. Common requests include proof of the debt, copies of invoices or contracts, or clarification of debtor details.

Action required: Provide the requested information through the case chat or by uploading documents. For guidance, see how to respond to tasks and information requests. If you are unsure why information is needed, see why does my case need more information.

When your collection partner writes in the case chat, you receive an email after ten minutes of inactivity. This delay allows multiple messages to be grouped together rather than sending separate emails for each message. These emails contain direct links to the case so you can respond quickly.

Action required: Reply to your partner through the case chat if they have asked a question or need information. For more about using the chat, see how to contact your collection partner.

Once a case is active, your collection partner provides a monthly progress update. This update summarises actions taken (calls, letters, emails), any payments received, and the current status of collection efforts. You receive a notification in your portal and a chat message with the summary.

Action required: None, unless the partner has specifically requested information or feedback. These updates are for your awareness. For more detail on what to expect, see monthly case updates.

When partial or full payments are registered on your case, you receive an email notification. This happens whether the payment goes to the collection partner or directly to you.

You receive notifications when your case is assigned to a collection partner or when it moves to the partner network for additional quotes. If a partner declines your case, you are notified and the case may be offered to other partners in the network.

Action required: If your case receives quotes from multiple partners, you may need to select which quote to accept. For more on what happens when a partner declines, see partner declined my case.

When a case is closed (whether due to successful collection, debtor bankruptcy, withdrawal, or other reasons), you receive a notification with the outcome. The specific close code indicates why the case ended.

Action required: None for most closures. If you wish to withdraw a case yourself, see how to close or withdraw a case.

You can view all your open tasks requiring action in the Tasks menu in your portal. Chat-related tasks have a two-business-day default deadline and close automatically when you reply.

If you prefer fewer emails, you can adjust your preferences in Notification Settings. The system also includes anti-spam measures: for example, contract signing reminders stop after three attempts.

For a complete view of your case history and status changes, visit your Cases page and select a specific case to see its timeline. For help navigating this, see how to track a case.