Login and access problems

Problem: "E-mail and password did not match"

Likely causes:

Incorrect email address or password.
You are trying to log in on the wrong portal. The client portal is at app.debitura.com. If you are a collection partner, use partner.debitura.com instead.

Fix:

Confirm you are on the correct portal: clients use app.debitura.com.
If you forgot your password, click "Recover password" on the login page or go directly to Password Reset.
Enter your email address and check your inbox for a reset link (also check spam). The link expires after 24 hours.
Password requirements: minimum 8 characters.

Your account will not be locked out after multiple failed attempts, so you can keep trying.

For the full password reset walkthrough, see How to reset your password / login troubleshooting.

Problem: cannot log in after signing up

Likely cause: Your email address has not been verified yet.

Fix:

Check your inbox (and spam folder) for a verification email from Debitura.
Click the verification link. The link is valid for 24 hours.
If the link has expired, clicking it will automatically trigger a new verification email.
You can also use the "Resend verification email" option on the confirmation page.

Disposable or temporary email addresses are not permitted. Use a permanent business or personal email.

For more details, see Email verification.

Document upload issues

Problem: "File size must be less than 25MB"

Cause: Each uploaded file must be under 25 MB.

Fix:

Compress the PDF using a PDF compression tool.
Reduce image resolution if applicable.
Split large documents into multiple smaller files.
Remove unnecessary pages before uploading.

Problem: "Invalid file type"

Cause: The file format is not supported.

Fix: Convert your file to one of the accepted formats: PDF, DOC, DOCX, XLS, XLSX, JPG, JPEG, PNG, TXT, ZIP, EML or CSV.

Problem: "Upload failed" or files fail after progress bar

Fix:

Click "Retry" on the failed file (up to 3 attempts).
Check your internet connection.
Try a smaller file or a different format.
If drag-and-drop does not work, use the click-to-browse method instead.

For detailed upload instructions and more error messages, see Document upload fails and How to upload documents to a case.

Case submission and status issues

Problem: submitted a case but did not receive a confirmation email
Cause: Debitura does not send a separate confirmation email for individual case submissions.
Fix: Go to your cases list and confirm the case appears with status "Pending Verification". If it does not appear after refreshing, wait a few seconds and try again. If it still does not appear after one minute, contact [email protected].

For more details, see How to confirm your case was submitted successfully.

Problem: case has been in "Pending Verification" for a long time

Likely cause: "Pending Verification" covers two sequential stages that look the same in your portal.

Stage 1 (automated): Debitura's system reviews the case for completeness. This runs approximately 1 hour after submission. If it does not pass automatically, a Debitura team member reviews it manually (typically 1-2 business days).
Stage 2 (partner review): The assigned collection partner reviews the case. They may accept it, request more information, or decline it.

Fix: Check your tasks and case chat for any requests from the partner. If you have been waiting more than 2 business days with no update, use the case chat to ask the partner for a status update. If you receive no reply within 48 business hours, email [email protected] with your case reference number.

For a full explanation of case statuses, see Case status definitions.

Problem: partner declined my case

What happens: When a partner declines your case, it enters "Collecting Quotes" (Leads) status. Other partners in the Debitura network can review it and submit quotes for you to accept.
Fix: Wait for alternative quotes, or close the case if you prefer not to continue. See Partner declined my case - what happens next?

Cannot edit case data

Problem: cannot change information on a submitted case

Cause: Editing ability depends on how far the case has progressed.

Pending Verification: Most fields are still editable from the case detail page.
Active, Paused, or More Info Required: You cannot edit case data directly. Use the case chat to request corrections from the collection partner.

Problem: need to change the partner, jurisdiction, or bank account

Cause: Some corrections cannot be made by you or the collection partner.

Fix: Contact [email protected] and include your case reference number, a description of the correction needed, and any supporting documentation. Note:

Changing the collection partner is only possible if no payments have been received.
Changing the debtor's jurisdiction is not possible once the case is active.
Bank account information cannot be changed through the portal once assigned.

For early-stage cases still in Pending Verification, it is often faster to close the case and create a new one with the correct data. Early-stage closures incur no fees.

See How to request corrections to case data or claim amounts and How to close or withdraw a case.

Collection partner is not responding

Problem: no reply from the collection partner

Expected response time: Collection partners are expected to reply to case chat messages within 48 business hours. New case confirmation typically happens within 24 hours (weekends excluded).

Fix:

Send a message through the case chat. Chat messages trigger email notifications to the partner and create automatic tasks with a 2-day deadline.
If you have not received a reply within 48 business hours, email [email protected] with your case reference number and a description of the issue.

For details on how to use the case chat, see How to contact your collection partner (chat and notifications).

Email and notification issues

Problem: not receiving emails from Debitura

Likely causes:

The email was filtered to spam or junk.
Notification preferences are turned off.

Fix:

Check your spam and junk folders for emails from [email protected].
Add [email protected] to your contacts or safe senders list.
If you are missing a verification or password reset email, use the resend option on the relevant page.

For more details, see Not receiving email notifications.

Problem: 2FA verification code not arriving during contract signing

Cause: A 6-digit verification code is sent to your registered email address when signing the Standard Debt Collection Agreement (SDCA) for the first time.

Fix:

Check your spam or junk folder.
Use the "Resend code" option on the 2FA screen. Resending delivers the same code again.
If the code is reported as invalid, check that you entered all 6 digits correctly.

2FA is only required for the initial SDCA signing. Updates to the agreement or Power of Attorney (PoA) signing do not require a code.