Problem 1: verification email not received or link expired
After signing up at the Onboarding page, Debitura sends a verification email to the address you registered with. You must click the link in that email before you can use the platform. The link is valid for 24 hours.
Common symptoms:
You completed signup but never received the verification email.
You received the email but the link has expired (more than 24 hours have passed).
You see the message "Please confirm your e-mail" when trying to log in.
Likely causes
Email landed in spam or junk. Verification emails can be caught by spam filters.
Link expired. The verification link is valid for 24 hours. After that it expires automatically.
Several links in your inbox. Requesting a new verification email does not invalidate earlier links - each link stays usable until its own 24-hour expiry. A password reset can invalidate earlier links sooner; after a reset, use the newest link.
Temporary or inaccessible mailbox. Debitura does not block temporary or disposable email services at signup, but registration does not guarantee that emails reach that mailbox. If you no longer have access to the mailbox you registered with, contact support - see "Changing the email address on your account" below. You cannot change the address yourself.
Fix: how to get a new verification link
Check your spam or junk folder first. The verification email may have been filtered.
Go to the confirmation page. If you still have the browser tab open from signup, use the "Resend verification email" option on that page.
Click an expired link. If your verification link has expired, clicking it will automatically trigger a new verification email with a fresh link.
Check your inbox again after resending. Any verification link you have received works until its own 24-hour expiry.
Click the new link within 24 hours. On success, your email is confirmed and you are automatically logged in.
Problem 2: 2FA code not received when signing the SDCA
When you sign the Standard Debt Collection Agreement (SDCA) for the first time, Debitura sends a 6-digit verification code to your registered email address. You must enter this code to complete the signature. The code is valid for 30 minutes. This only applies to the initial SDCA signing, not to contract updates or Power of Attorney agreements.
If the code does not arrive:
Check your spam or junk folder.
Use the "Resend code" option shown on the 2FA screen. If your code is still valid, the same code is sent again and its 30-minute expiry is not extended. If the code has expired, a fresh code with a new 30-minute lifetime is issued and the old code stops working. Always use the code from the most recent email.
Verify you entered the full 6-digit code correctly. If the system reports an invalid code, re-check the email and try again. An expired code cannot complete the signing - use "Resend code" to get a fresh one and enter the newly issued code.
The 2FA code is sent to the email address registered to your Debitura account. You can view your Contracts page to access the signing flow.
Problem 3: cannot log in before verifying email
If you try to log in before verifying your email, Debitura redirects you to the confirmation page with the message "Please confirm your e-mail." You cannot access the platform until verification is complete. Follow the steps above to get a new verification link.
Changing the email address on your account
You cannot change the email address you log in with from your profile. On the Profile page the Email field is read-only for both Admins and Users; first name, last name and phone number can be edited there. Before contacting us, check which of these three you actually need:
Change the company's notification address. An Admin edits the Company email field under Settings > General Settings. This does not change anyone's login email. See Clients: How to manage who Debitura contacts.
A colleague is taking over a shared mailbox login (for example receivables@ or info@). An Admin invites the person under their own email address, confirms they can sign in, and then removes the old login. See "Handover from a shared mailbox" in Clients: How to invite team members and manage users.
Change the address on your own existing login. Email [email protected] with your current login address and the new address. Because the login email is also used for signup verification and SDCA signing codes, and one login can belong to several organisations, our team verifies the request before making the change. If you no longer have access to the old mailbox, or the new address already has a Debitura login, say so - both need extra checks.
Escalation
If none of the steps above resolve the issue, email [email protected] and include:
The email address you used to sign up.
When you signed up (approximate date).
What you see when you try to log in or click the verification link (a screenshot helps).
For more ways to reach the Debitura team, see Contacting Debitura. For password or login issues unrelated to email verification, see How to reset your password.