Problem (symptoms)
You may notice one or more of the following:
Your case status changes to "More Info Required."
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, you receive a task (with a 7-day deadline) and an email listing what is needed.
The seven types of issues the system may ask you to resolve:
Incorrect debtor address - the debtor's address does not match the selected jurisdiction. Pre-filled address fields let you edit in place.
Missing supporting document - no document was uploaded when your claim type or amount requires one. An upload slot appears on the response page.
Debtor identity concern - the debtor shares an email address, company name, or phone number with your own account. A side-by-side comparison is shown. If the overlap is legitimate, a "Confirm this is a separate company" button is available - but this confirmation alone does not pass the case; a Debitura reviewer must still approve it manually.
Missing claim description - a complex claim type was submitted without a description. A text area appears for you to describe the debt.
Missing company registration - your account appears to belong to a private individual rather than a registered business. Upload your company registration document.
Claim amount doesn't match your document - the amount on your claim differs from the amount on your uploaded document. You'll be asked to confirm the correct amount or explain the difference. Submitting a correction doesn't automatically approve the case; a Debitura reviewer still checks it.
Currency mismatch - the currency on your case differs from the currency on your document, even though the amounts line up. You can update the currency shown on your case, or confirm it's already correct, from the response page. This is separate from a collection partner later converting your case to their own working currency - see Case currency conversion for that.
The 7-day deadline is a prompt, not a hard cutoff - your case is not automatically closed at day 7. If you have not responded, 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 automated timeline applies only to issues you can fix yourself (address corrections, missing documents, claim descriptions) - it does not apply to cases Debitura is reviewing internally (see the internal-review list below).
Once a case is closed this way, it cannot be resumed - you will need to submit a new case with the required information to pursue the claim. Responding to your task or notification email before day 14 avoids this.
Once you submit your response via the data-request page, your task clears from your inbox immediately. Re-validation runs within approximately 2 minutes. If further issues remain, a new task is created listing the outstanding items.
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 $100 minimum, 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 (before a collection partner is assigned), open the data-request page directly - via the task in your task inbox, the banner on the case detail page, or the link in your notification email. Complete the form there; you do not need to reply in the case chat for automated validation issues.
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: Use the "Upload Files" button on the case page. 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 provide the requested information, check that your task closes automatically (for chat-based tasks) or mark it as complete. The collection partner will then continue with your case.
How to prevent this in future submissions
Before submitting a new case, use this checklist:
Claim amount at least $100 USD (or equivalent)
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