Clients: How to manage who Debitura contacts (emails, notifications, and roles)
Debitura uses two email channels to contact your organisation: a company-level office email and the personal login emails of your team members. This article explains which channel is used for which notifications and how to control who receives what.
Goal
After following these steps you will know how to change your organisation's office email, add or remove people from account-level notifications by adjusting roles, and configure individual notification preferences.
Understanding the two email channels
Before making changes, it helps to understand how Debitura decides where to send emails.
Office email is a single address that represents your company. It is set in Settings under the "Company email" field. Account-level notifications - such as business review requests and reminders - are sent to this address. Keep it filled in: if the Company email is ever blank, those notifications are not delivered to anyone, including your Admin users.
User emails are the personal login addresses of each team member. Case-related notifications (status updates, contract signing requests, partner assignment events) and periodic todo digests are sent to individual users based on their personal preferences.
In addition to the office email, all users with the Admin role receive account-level notifications (business reviews). Users with the User role do not receive these.
Which notifications go where
Notification type | Sent to |
Business review requests, reminders, approvals, declines, expiry notices | Office email + all Admin users (only while a Company email is set - if it is blank, nobody is notified) |
Complaint confirmations and status updates | Filing user's email (fallback: office email + all Admin users) |
Case status updates, contract signing requests, partner assignment | Individual user email (subject to personal preferences) |
Todo digest | Individual user email (subject to personal preferences) |
Business review and complaint notifications are always sent regardless of individual preference settings. For more on how complaints work, see Clients: How complaints work.
Step 1: Change the office email
The office email is the company-level address that receives account-level notifications. Only Admin users can change it. If your role is User, you can open Settings and see the Company email field, but it is disabled and the page has no Save changes button - ask an Admin on your account to make the change.
Go to Settings.
Find the Company email field under General Settings.
Enter the new email address and save. Do not leave this field empty - an account with no Company email receives no business review notifications at all.
The change takes effect immediately for all future notifications. Changing the Company email does not change anyone's login email, verification address, or team membership.
The Company email is separate from the personal email address each team member logs in with. Login emails cannot be changed from Profile - the Email field there is read-only. To change the address on an existing login, see "Changing the email address on your account" in Clients: Email verification issues and fixes. If a colleague is taking over a shared mailbox, see "Handover from a shared mailbox" in Clients: How to invite team members and manage users.
If your account uses divisions, each division has its own office email configured separately. Division office emails are used for division-level information, not for the system notifications described in this article.
Step 2: Control who gets account-level notifications
Account-level notifications (business reviews) are sent to the office email plus all Admin users, as long as a Company email is set on the account. To change who receives them, adjust team member roles.
To add someone to account-level notifications:
Go to Settings > Users.
If the person is not on the team yet, invite them. For step-by-step instructions, see Clients: How to invite team members and manage users.
Set their role to Admin. They will start receiving business review emails.
To remove someone from account-level notifications:
Go to Settings > Users.
Find the team member and click the pencil icon next to their role in the Role column. In the Edit user role modal, change the role from Admin to User (or the reverse) and choose Save changes. They will stop receiving account-level emails but can still work on cases.
Step 3: Manage personal notification preferences
Each team member (Admin or User) can control which case-related emails they personally receive.
Go to Email Notifications (accessible from the account menu).
Toggle the categories you want to receive or stop receiving:
Category | What it covers |
Case | Status updates and events on individual cases |
Todo digest | Periodic digest of outstanding tasks |
Both categories are enabled by default. Disabling a category stops those emails for you only - other team members are unaffected. Business review and complaint notifications cannot be disabled through these settings.
For more details on individual email preferences, see Clients: How to manage email preferences and notification settings.
Result
After completing these steps:
Your office email receives all account-level notifications (business reviews).
Every Admin user also receives account-level notifications alongside the office email.
Users with the User role receive only case-related and todo digest emails, subject to their personal preferences.
Each team member controls their own case and todo digest notifications independently.
Quick reference: roles and notifications
Role | Account-level notifications | Case notifications | Todo digest |
Admin | Yes (business reviews) | Yes, subject to personal preferences | Yes, subject to personal preferences |
User | No | Yes, subject to personal preferences | Yes, subject to personal preferences |
As long as a Company email is set, it receives account-level notifications (business reviews) regardless of team membership or roles - and Admin users receive them alongside it. If the field is blank, neither the company address nor your Admin users are notified, so check it is filled in.