Login and Access Issues
Problem
You cannot log in to the partner portal, see "E-mail and password did not match," or the login page does not load.
Likely Causes
Incorrect email or password
Expired or forgotten password
Attempting to log in at the wrong portal (the client portal is a separate site)
Browser storing outdated session cookies
Fix
Confirm you are logging in at the correct address: partner.debitura.com. The client portal at app.debitura.com uses separate credentials.
Double-check that your email address is spelled correctly.
If you have forgotten your password, use the password reset page. A reset email will be sent from [email protected]. The reset link is valid for 24 hours.
If the reset email does not arrive within a few minutes, check your spam/junk folder. Your email address may also be suppressed due to a previous delivery failure. See Email deliverability (spam / bounces) for details.
Clear your browser cookies and cache, then try logging in again.
Try a different browser or an incognito/private window to rule out extension conflicts.
For a detailed walkthrough, see Login issues / reset password.
Escalation: If none of the above resolves the issue, contact support at [email protected] and include: the email address you are trying to log in with, the browser and device you are using, and a screenshot of any error message.
Pages Not Loading (Dashboard, Case Lists, or Other Pages)
Problem
The Dashboard, Cases Received list, Tasks page, or another page shows a blank screen, loads partially, or displays an error.
Likely Causes
Stale browser cache or cookies
Browser extension interfering with the page (ad blockers, privacy tools)
Unstable internet connection
Expired login session
Fix
Refresh the page using your browser's hard refresh (Ctrl+Shift+R on Windows/Linux, Cmd+Shift+R on Mac).
Clear your browser cache and cookies, then reload.
Try opening the page in an incognito/private window to rule out browser extensions.
If your session has expired, log out and log back in at partner.debitura.com. Partner portal sessions remain active for 30 days after login.
Check your internet connection. Try loading another website to confirm connectivity.
If only a specific page fails, try navigating to the Dashboard first and then use the sidebar menu to reach the page.
Escalation: If the page still does not load, report the issue following How to report a bug or technical issue. Include: the URL of the page that fails, your browser name and version, and a screenshot showing the error or blank screen.
Email Notifications Not Arriving
Problem
You are not receiving email notifications about new cases, tasks, chat messages, or other updates.
Likely Causes
Emails filtered to spam or junk by your email provider
Your email address has been automatically suppressed after a previous delivery failure (hard bounce)
Notification preferences are set to disabled for certain categories
Some notifications are sent as daily digests rather than immediately
Fix
Check your spam/junk folder for emails from [email protected].
Ask your IT team to whitelist @debitura.com as a trusted sender domain.
Review your notification preferences in the partner portal at Notification Settings. Ensure that "Case notifications" and "Todo digest notifications" are both enabled. See How to update account settings for more detail.
Be aware that some notifications are batched:
New case assignments are sent as a daily digest summarizing cases from the last 24 hours.
New task summaries are sent once per afternoon.
Overdue task reminders are sent at most once per week.
Chat messages from creditors create a reply task rather than an immediate email notification.
If no emails are arriving at all (including password resets), your email address may be suppressed. Contact Debitura support to check and clear the suppression.
For a full guide on email delivery issues, see Email deliverability (spam / bounces). For case-specific notification issues, see Not receiving new case notifications.
Escalation: If this does not resolve the issue, contact support at [email protected] and include: the email address affected, the approximate date emails stopped arriving, and whether you see any emails from Debitura in your spam folder.
Tasks Not Appearing
Problem
Your Tasks page appears empty or is missing tasks you expect to see.
Likely Causes
Tasks may already be resolved (completed tasks are not shown in the active list)
The task may be assigned to a different user on your team
A page loading issue is preventing the list from rendering
Fix
Confirm you are checking the correct tab on the Tasks page. Tasks are organized into tabs: New Cases, Messages, and Case Updates.
If your firm has multiple team members, the task may be assigned to another user. Check with colleagues or review team assignments.
Refresh the page or clear your browser cache and try again.
For a detailed guide, see Tasks not appearing on dashboard. To learn more about how tasks work, see How to use Tasks to meet SLA deadlines.
Escalation: If tasks are still missing, contact support at [email protected] and include: what type of task you expected, the case reference (if applicable), and a screenshot of your Tasks page.
Reports or Balance Page Issues
Problem
The Reports page or Partner Balance page shows incorrect data, fails to load, or displays an error.
Likely Causes
Applied filters narrowing the displayed data
Browser cache showing outdated information
A page loading issue
Fix
Check the active filters on the page. On the Partner Balance page, the filter bar shows "Filter (x / y)" indicating how many records match your current filter versus the total. Reset all filters to see the full data set.
Clear your browser cache and reload the page.
If you suspect a data discrepancy (for example, a payment you reported is not reflected), allow up to 24 hours for processing. If the discrepancy persists, see Payment reporting mismatch (reconciliation).
For questions about specific columns or calculations on the balance page, see Partner Balance - fields, calculations, and common questions.
Escalation: If this does not resolve the issue, contact support at [email protected] and include: the page URL, the filters you applied, and a screenshot showing the issue.
General Troubleshooting Steps
If you experience any technical issue not covered above, try these steps before contacting support:
Refresh the page (Ctrl+Shift+R / Cmd+Shift+R for a hard refresh).
Clear your browser cache and cookies.
Try an incognito/private browsing window.
Try a different browser (Chrome, Firefox, Edge, or Safari).
Check your internet connection.
Log out and log back in at partner.debitura.com.
If the issue persists, report it to Debitura support following the steps in How to report a bug or technical issue. For all support options and response times, see Contacting Debitura.