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 two main 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. 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Debtor contact details are incomplete or outdated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
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