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.
Cause: All cases require a principal amount of at least $100 USD (or equivalent in other currencies). Claims below this threshold cannot be submitted.
Fix: Verify that your principal amount meets the $100 USD minimum. For non-USD claims, the platform converts the amount using real-time exchange rates. If your claim is genuinely below the minimum, it cannot be submitted through 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: Verify that the debtor information you entered is correct and clearly different from your own company information. If this is a legitimate case (for example, involving a subsidiary or related entity), a Debitura team member will review it manually during the manual review stage.
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.
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.