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: 8 to 128 characters, including at least one uppercase letter (A-Z) and one lowercase letter (a-z). Numbers and symbols are optional.
After 10 wrong passwords in a row, your account is locked for 30 minutes and you will see "Too many failed sign-in attempts. Try again in N minutes." During the lock even the correct password is refused. Wait for the time shown, or reset your password - completing the reset unlocks the account straight away. The lock applies to your Debitura login on every portal. If you still cannot sign in after resetting, contact Debitura support.
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 "Send a new link" button on the confirmation page.
Debitura does not block temporary or disposable email addresses at signup, but registration does not guarantee that emails reach that mailbox. Use a permanent business email you can access; if you have lost access to the mailbox you registered with, contact support - you cannot change the login email yourself.
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. The status is the same for both, but the case page tells you which stage your case is in: hover over the status, or open the Activity tab. While Debitura is reviewing the case, it says "Debitura is reviewing your case before it goes to a collection partner."
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:
Debitura is reviewing your case (stage 1): Check your tasks and email for a request for more information from Debitura, and answer it. The case chat is not available during this stage; it opens once Debitura has approved the case. If you have questions about the review, email [email protected] with your case reference number.
The collection partner is reviewing your case (stage 2): 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: If the partner declines because the debtor is insolvent, dissolved or no longer trading, and confirms that this is the case now, the case closes as Debtor Insolvent/Bankrupt and is not offered to the quote network. Other valid declines follow the ordinary sharing rule: the case enters "Collecting Quotes" (Leads) status, where other partners in the Debitura network can review it and submit quotes for you to accept, only when quote sharing is enabled and the case is not managed by another collection partner. Otherwise it closes as Case never started.
Fix: If the case is in "Collecting Quotes", wait for alternative quotes, or close the case if you prefer not to continue. If the case was closed, no quotes will arrive. See Partner declined my case - what happens next?
Problem: the case submission showed an error, or the page hung while submitting
Cause: The portal waits a limited time for an answer. When that wait runs out, only the waiting has stopped. The submission usually continued on our side and succeeded, so an error at this point is an unconfirmed outcome rather than a confirmed rejection.
Fix: Do not submit the case again straight away. Check your cases list first: if the case is there with status "Pending Verification", it went through. If you do not see it, refresh after a few seconds. If it still does not appear after one minute, contact [email protected]. If you think you have already created a duplicate, contact [email protected].
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: The debtor's details (including the debtor type), the amounts and the dates can no longer be edited directly - use the case chat to request those corrections from the collection partner. The one thing you can still change yourself is the bank account, which requires the Creditor Admin role - regular creditor users see it as read-only.
Problem: need to change the partner or jurisdiction
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 collection partner has started reviewing the case.
The bank account is not on this list - a Creditor Admin can change it from the case page at any status except Merged, including Active, Paused and More Info Required. Regular creditor users see it as read-only. A merged (absorbed) case is view-only on its case page, including its bank-account controls - open the surviving case for further case work.
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.
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 48 hours (2 business days, weekends excluded).
Fix:
Send a message through the case chat. Your message does not email the partner directly; it creates an automatic task with a 2-day deadline, which appears in the partner's daily task summary email.
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. The code is valid for 30 minutes. If your code is still valid, the same code is sent again and the 30 minutes are not extended - receiving identical digits is expected, not a fault. If it has already 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.
If the code is reported as invalid, check that you entered all 6 digits correctly. An expired code cannot complete signing - use "Resend code" and enter the newly issued code.
2FA is only required for the initial SDCA signing. Updates to the agreement or Power of Attorney (PoA) signing do not require a code.
When to contact Debitura support
If the steps above do not resolve your issue, contact Debitura support:
Email: [email protected] (target response: 2 business days)
Support portal: support.debitura.com (self-serve, instant)
When contacting support, include:
Your case reference number (if the issue relates to a specific case)
A description of the problem and any error messages you see
Screenshots, if possible
The browser and device you are using