Problem (symptoms)
You may notice one or more of the following:
Your case status changes to "More Info Required" (a request from your collection partner), or your case stays in "Pending Verification" with a task asking you to provide case information (a request from Debitura's automated validation).
You receive a task notification asking you to provide information.
You receive an email about overdue tasks related to your case.
Likely causes
There are several reasons your case may need more information:
1. Documentation requirements not met
Debitura applies documentation requirements based on your claim value (converted to USD):
Claim Value (USD) | Documentation Required |
Under $2,000 | None required (recommended but optional) |
$2,000 - $10,000 | File upload OR description in one of the claim fields |
Over $10,000 | File upload mandatory |
Additional requirements apply for specific case types:
B2C cases (debtor is a private individual): Both a description AND file upload are mandatory, regardless of amount.
Complex claims (disputed, breach of contract, etc.): Both a description AND file upload are mandatory, regardless of amount.
For the full list of what documents to provide, see Documents & evidence checklist.
2. Automated case validation flagged your submission
After you submit a case, Debitura's validation engine runs automatically - approximately 1 hour after submission. This delay is intentional: it gives you time to correct data errors before a formal notification is sent. If the system finds an issue you can fix, a task (with a 7-day deadline) and a banner on the case appear, and you also receive a notification email. Validation requests are grouped into notification emails, so the task can appear before the email.
A request can cover one or more of these areas:
Debtor address - the debtor's address contradicts the selected country. You can correct the address fields on the request page.
Supporting documents - your claim type or amount requires supporting material that is missing. You can attach it on the request page.
Debtor identity - the debtor appears to share identity details with your own company, such as an email address, company name or phone number. Explain why the debtor is a separate entity, or correct the debtor details. Your explanation is recorded, but it does not approve the case on its own; a Debitura reviewer still checks it.
Claim description - a complex claim type was submitted without a description. Describe the debt.
Company registration - your account appears to belong to a private individual rather than a registered business. Correct your registration number where the page allows it, or provide the explanation or evidence the page asks for.
Amount and currency - the amount or the currency on your case does not match your documents. The amount and the currency can both need attention. Correct them or explain the difference. If a correction changes the success fee, the page shows the current and proposed fee and asks you to approve it before sending. A currency correction changes the currency on the case; it does not convert the amount. This is separate from a collection partner later converting your case to their own working currency - see Case currency conversion for that.
A question from Debitura - a specific question the Debitura team has added to the request.
Open the request from your task, the banner on the case, or the notification email, and review every requested item. When all items are ready, click Send response to submit one complete response. Uploading a file or editing a field alone does not submit it. Complete any approval step shown on the page.
The task's 7-day deadline is a prompt, not a hard cutoff - your case is not automatically closed at day 7. If a delivered request goes unanswered, a first reminder is sent on day 5 and a second reminder on day 10. If there is still no response by day 14, the case is automatically closed with the close code "Case never started - Internal." The closure reason names exactly what was never provided (for example, a debtor address correction), and no fees apply. This schedule starts from the request's notification email, not from case submission. Delivery problems and internal review can delay or prevent the automatic closure, and cases Debitura is reviewing internally are not chased or closed this way. Follow the deadline shown in your current request.
Once a case is closed this way, you cannot restart it yourself on the platform. If you want to continue with the claim, contact Debitura support with the case reference: reopening a closed case is a decision the Debitura team makes after reviewing the case. Sending your response before day 14 avoids this.
Once your response is accepted, the task clears and the page confirms that we are reviewing it. Your submitted response remains available, and you do not need to send it again. If the automatic recheck cannot resolve everything, Debitura reviews it internally; another task is created only if Debitura sends you a further request. After your complete response has been accepted, your case is not closed for failing to answer that same request again. If the page tells you the request has changed, reload it and review your saved draft before sending.
4 issue types are handled internally by Debitura - you will not receive a notification for these. If your case appears on hold with no action requested from you, Debitura may be reviewing it internally for a prohibited industry, a claim amount below the minimum that applies, a signature concern, or a duplicate case. A team member will contact you if anything is needed.
3. Collection partner requests additional details
After Debitura's initial validation, your case is assigned to a collection partner who reviews it. The partner may request additional information if:
Debtor contact details are incomplete or outdated
The claim description lacks context needed for collection
Supporting documents are missing or unclear
Jurisdiction-specific requirements are not met
When this happens, your case moves to "More Info Required" status and you receive a task.
How to fix it
If your notification came from Debitura's automated validation (while Debitura is still reviewing the case), open the data request directly - via the task in your task inbox, the banner on the case detail page, or the link in your notification email - address every item and click Send response. Replying in the case chat or to the notification email does not submit your response. The steps below are for information requests from your collection partner.
Step 1: Check your tasks
Go to Tasks in your Debitura account. Look for any open tasks related to your case. The task title and description will explain what information is needed.
You can also see task status on your dashboard, where overdue or unassigned tasks are highlighted.
Step 2: Open the case and review the request
Go to Cases and click on the affected case. In the case chat, you will find a message from the collection partner explaining exactly what they need.
Step 3: Provide the missing information
Depending on what is requested:
To upload documents: Open the Files & Documents tab on the case page and click + Add File. Accepted formats include PDF, DOC, DOCX, XLS, XLSX, JPG, PNG, EML and more. Files must be under 25MB. See How to upload documents to a case for detailed instructions.
To provide written information: Reply in the case chat with the requested details. The collection partner will receive your message and can continue processing your case.
To update debtor information: If the case has not yet been validated by the partner, you can edit debtor details directly. Otherwise, provide corrections via the case chat and the partner will update their records.
For guidance on responding to tasks, see How to respond to tasks and information requests.
Step 4: Confirm your task is resolved
After you have provided the requested information, mark the "More Info Needed" task as done. Sending a chat message alone does not mark it done. The task also closes automatically when the collection partner moves the case out of "More Info Required." When you mark the task done, or upload a file while the case is waiting for details, your collection partner is alerted to review what you sent and can then continue with your case.
How to prevent this in future submissions
Before submitting a new case, use this checklist:
Claim amount at least the base minimum that applies ($100 USD or equivalent by default)
Debtor contact information complete: Name, email, phone, full address including postal code and city
Documentation included: For claims over $2,000, upload at least one supporting document (original invoice, contract, or correspondence)
For B2C cases: Include both a description AND file upload
For complex claims: Include both a description AND file upload
Description field populated: Explain the debt basis in the Claim Description field
For complete eligibility requirements, see Case requirements (eligibility criteria).
Related issues
If you encountered an error while submitting your case, see Case submission errors (validation) - what to do.
For an explanation of all case statuses, see Case status definitions.
Escalation
If this does not resolve the issue, contact support at [email protected] and include:
Your case reference number
A description of the information request you received
What you have already provided
Any error messages you encountered