How validation works
Every case you submit goes through a two-stage validation process:
Automated validation - approximately one hour after submission, Debitura's system checks your case for completeness, data quality, documentation, and signature verification.
Collection partner review - once automated checks pass, the assigned collection partner reviews the case before accepting it.
Both stages appear as "Pending Verification" in your portal. You cannot distinguish between them. If automated validation does not pass, a Debitura team member reviews the case manually, which typically takes 1 - 2 business days.
Missing or insufficient documentation
Symptoms: Your case stays in Pending Verification longer than expected, or Debitura contacts you by email requesting additional documents.
Cause: Documentation requirements depend on your claim amount (converted to USD):
Claim amount | What is required |
Under $2,000 USD | No documentation required for standard claims (Unpaid Invoice or Loan Repayment) |
$2,000 - $10,000 USD | Either a file upload or a written description in one of the description fields |
Over $10,000 USD | At least one file upload is mandatory |
Additional rules:
Complex or disputed claims (Breach of Contract, Property Damage, etc.): both a file upload and a written description are required regardless of amount.
B2C cases (debtor type = Private individual): both a file upload and a description are required regardless of amount.
Fix:
Open the case from your cases list and check whether you have attached a file or filled in a description field.
If missing, upload supporting documents (original invoice, contract, or correspondence). Accepted formats: PDF, DOC, DOCX, XLS, XLSX, JPG, JPEG, PNG, TXT, ZIP, CSV, EML. Maximum 25 MB per file.
If you do not have a file to upload and your claim is between $2,000 and $10,000, fill in one of the description fields instead (Claim Description, Dispute Description, Creditor Comments, or Request).
For the complete documentation rules, see Documents & evidence checklist. If your upload itself fails, see Document upload fails.
Missing required fields
Symptoms: The case creation form shows a validation error and prevents you from submitting.
Cause: One or more required fields are empty or contain invalid data.
Required debtor fields: debtor type (Company or Private), name, email address, phone number, street address, city, and jurisdiction (country). Postal code is optional but recommended when available.
Required claim fields: claim type, principal amount (minimum $100 USD equivalent), currency, invoice date, due date, and dispute status.
Fix: Review the form for any fields highlighted in red. Fill in all required fields with valid data. For a full field reference, see Required case information (field checklist).
Claim amount below minimum
Symptoms: You cannot submit the case, or the form shows an error about the claim amount. The block may appear at step 3 of the wizard with a message about partner availability.
Cause: All cases require a principal amount of at least $100 USD (or equivalent in other currencies). Higher minimums apply in specific situations: disputed B2C cases and non-standard B2C claim types require $3,000 USD; US B2C consumer cases require $500 USD; and pre-legal B2C cases where no collection partner is found for the debtor's jurisdiction at step 3 of the wizard also require a $3,000 USD-equivalent minimum (claims in other currencies are converted). Company (B2B) debtors are subject only to the global $100 minimum.
Fix: Verify that your principal amount meets the applicable minimum. For non-USD claims, the platform converts the amount using real-time exchange rates. If you are blocked at step 3 with a message about partner availability, the no-partner-match gate may apply - try increasing the claim amount, or contact Debitura Support to check partner coverage for the debtor's country. For the full list of minimum amounts, see Case requirements (eligibility criteria).
Debtor address or jurisdiction mismatch
Symptoms: Your case stays in Pending Verification and you receive a task asking you to correct the debtor's address or jurisdiction.
Cause: The debtor's address clearly belongs to a different country from the one selected on the case. For example, a Hong Kong address on a case filed under China.
Fix: Open the data-request page (link in your task or notification email) and correct the debtor's address or switch to the right jurisdiction. Only clear cross-country mismatches are flagged - minor formatting inconsistencies within the same country do not trigger this.
Missing claim description
Symptoms: Your case stays in Pending Verification and you receive a task asking you to add a claim description.
Cause: You submitted a complex claim type (for example, Breach of Contract, Property Damage, or Personal Injury) without filling in a claim description.
Fix: Open the data-request page and add a description explaining the nature of the debt and its background in the text area provided. Unpaid Invoice and Loan Repayment claim types are not affected by this rule.
Creditor account appears to be a private individual
Symptoms: Your case stays in Pending Verification and you receive a task asking for your company registration documents.
Cause: Debitura is a B2B platform and requires the creditor to be a registered business. The automated validation system detected that your account looks like it belongs to a private individual rather than a company.
Fix: Open the data-request page and upload your company registration document in the upload slot provided. If you are genuinely a private individual, cases cannot proceed on Debitura.
Unsigned contracts (Pending Contract Signing)
Symptoms: After creating a case, you are redirected to a contract signing page, or your case shows a "Pending Contract Signing" status.
Cause: Debitura requires two contracts before a case can proceed to active collection:
Standard Debt Collection Agreement (SDCA) - your primary agreement with Debitura, signed once and applying to all your cases. Requires 2FA verification (a 6-digit code sent to your email).
Power of Attorney (PoA) - a partner-specific authorization for each collection partner assigned to your cases. Does not require 2FA.
In some cases, an additional jurisdiction-specific agreement may be required. This agreement is always presented as part of the PoA signing step - you will not see it as a separate contract.
When you create a case through the Debitura portal, the case is created immediately even if contracts are not yet signed. You are then redirected to the signing page. The case stays in Pending Contract Signing until all required contracts are completed.
Fix:
Follow the signing flow that appears after case creation. Complete the SDCA first (you will receive a 2FA code by email), then sign the PoA.
If you have already created the case but did not complete signing, go to Contracts or open the case from your cases list - you will be redirected to the signing page automatically.
Once all contracts are signed, the case transitions to Pending Verification automatically. No further action is needed.
For step-by-step signing instructions, see How to sign agreements (SDCA + PoA).
Ineligible case
Symptoms: You cannot select your debtor's country, the case is declined after submission, or you receive an error about eligibility.
Cause: Your case may not meet eligibility criteria. Common reasons include:
Debitura does not have collection partner coverage in the debtor's jurisdiction.
The debt is disputed by the debtor (disputed claims require custom quotes, not standard processing).
The case involves legal proceedings already in progress.
The debtor is bankrupt or insolvent.
The statute of limitations has expired.
Fix: Review the Case eligibility requirements. If your debt is disputed, you can still submit it, but it will follow the custom quote path rather than standard pricing. If your debtor's jurisdiction is not covered, contact Debitura Support to check whether coverage has been added recently.
Entity validation failure
Symptoms: Your case stays in Pending Verification, and you receive a message that the case could not be automatically approved.
Cause: The automated system detected that the creditor and debtor appear to be the same entity. This check exists to prevent fraud.
Fix: Open the data-request page (link in your task or notification email) - it shows a side-by-side comparison of the debtor and your account details. If the overlap is a data entry error, correct the debtor information. If the debtor is legitimately a separate entity that shares details with your account (for example, a related company or subsidiary), use the "Confirm this is a separate company" button on that page. Note: this confirmation alone does not pass the case - a Debitura reviewer must still approve it manually.
Signature validation issue
Symptoms: Your case does not pass automated validation despite having complete documentation.
Cause: The platform validates contract signatures for authenticity. If your signature was flagged as invalid or uncertain, the case is held for manual review.
Fix: No immediate action is needed. A Debitura team member will review the signature manually. If the signature was previously approved by an admin, future cases will bypass this check automatically. If you are asked to re-sign, follow the instructions in the email from Debitura.
Case on hold with no notification
Symptoms: Your case remains in Pending Verification with no task or email asking you to take any action.
Cause: Some validation checks are handled internally by Debitura and do not generate a notification to you. These include: prohibited industry screening, an amount-document discrepancy, a signature concern, or duplicate case detection.
Fix: No immediate action is needed. A Debitura team member is reviewing the case. If anything is needed from you, a team member will contact you directly. You can also contact Debitura Support at [email protected] with your case reference number if the delay is longer than expected.
Creditor risk flag
Symptoms: All your cases require manual review and are never automatically approved.
Cause: Your account has been flagged with a high creditor risk assessment. This can happen due to previous fraud attempts, multiple disputed claims, a pattern of low-quality cases, or identity verification issues.
Fix: Cases with a high-risk flag are reviewed manually by the Debitura team. You cannot remove this flag yourself. Ensure your case data and documentation are complete and accurate to help the review go smoothly. Contact Debitura Support if you believe the flag is incorrect.
Editing a case after submission
If your case has a data error and is still in Pending Verification (before the partner has accepted), you can edit most fields directly from the case detail page. Open the case from your cases list and make corrections.
If the case has already been accepted by a partner, you can no longer edit it directly. Use the case chat to request corrections from the collection partner. For full details, see How to request corrections to case data.
For early-stage cases, it is often simpler to close the case and resubmit with the correct information. Closing a case in Pending Verification incurs no fees.
If this does not resolve the issue
Contact Debitura Support at [email protected] and include:
Your case reference number (visible in your cases list).
A screenshot of the error (if you see one on-screen).
A description of what you were trying to do and at which step the error occurred.
Any supporting documents you have already uploaded or attempted to upload.
Developer Docs: Developers integrating via the API may encounter HTTP 422 errors with specific validation error types. See Developer Docs: Create a case for technical details on API validation errors.