Problem
You expect to receive email notifications from Debitura - for example, case updates, task reminders, or chat messages from your collection partner - but some or all emails are not arriving in your inbox.
Likely causes
Emails are landing in your spam or junk folder. Email servers and spam filters may classify Debitura emails as unwanted, especially if the sending domain has not been whitelisted.
Your email address has been suppressed after a hard bounce. If a previous delivery to your address failed permanently (for example, because the address was entered incorrectly or the mailbox no longer exists), Debitura automatically suppresses that address and it receives no further emails of any kind. This type of suppression expires automatically after 365 days with no new bounce, or Support can clear it sooner once the address is fixed.
Your email address has been suppressed after repeated soft bounces. Temporary delivery failures (such as a full mailbox) that occur repeatedly can also trigger automatic suppression. If your email server returned multiple consecutive temporary errors without a successful delivery in between, the address may have been suppressed.
Your email address reported a Debitura email as spam. If your mail provider or mailbox owner marked a previous Debitura email as spam, the address is suppressed and this suppression cannot be lifted by Support - a different email address must be used going forward.
You have disabled one or more notification categories. Debitura lets you control which notification types you receive. If a category is turned off, you will not receive emails in that category. Other users in your organization are not affected by your preference changes.
The notification has not arrived yet because it is part of a daily digest. Some notifications are grouped into a single daily summary rather than sent immediately. If you are expecting an update, it may arrive in the next digest email rather than in real time.
Fix
Work through these checks in order. Each step addresses one of the causes above.
Check your spam or junk folder. Open your email client's spam/junk folder and search for emails from [email protected]. If you find Debitura emails there, mark them as "not spam" to train your email filter.
Whitelist the Debitura sender address. Ask your IT team (or do it yourself, depending on your email provider) to add [email protected] and [email protected] as a trusted sender. This prevents future emails from being filtered.
Check your notification preferences. Log in to the Debitura client portal and go to Notification Settings. Verify that the relevant categories are enabled.
Allow time for digest emails. Some notifications are delivered as daily digests rather than immediately. Overdue task reminders, for example, are sent at most once per week. If you are waiting for a specific update, check again after the next scheduled digest.
Consider whether your address may be suppressed. If you have completed the steps above and emails are still not arriving at all, your address may be suppressed due to a past bounce or a spam report. You cannot check or clear suppression yourself. Proceed to the escalation step below.
Still not resolved? Contact Debitura Support
If the steps above do not resolve the issue, contact Debitura Support and include the following information so the team can investigate quickly:
The email address that is not receiving notifications.
The approximate date when emails stopped arriving.
Whether the issue affects all Debitura emails or only specific notification types.
Any error messages you have received (if applicable).
Support can confirm whether your address has been suppressed. For a hard-bounce or soft-bounce-escalation suppression, Support can clear it once the address is valid and reachable again. A suppression caused by a spam report cannot be cleared - you will need to use a different email address.