If you see a message that your account has been blocked when trying to submit a case or access certain pages, a Debitura admin has restricted your account. This article explains why blocks happen, what still works, and how to get unblocked.
Problem
When you log in to the Debitura portal, you are redirected to a page stating that your account has been blocked. The page shows the reason for the block and asks you to contact Debitura if you believe it was applied in error. You cannot submit new cases through the portal, API, or any integration.
What a blocked account means
A block prevents you from creating new cases through any channel. Cases that were already submitted before the block continue to be processed normally - partners keep working on them, payments keep flowing, and all case-level operations proceed as expected. The block only stops new case submissions.
A block is not the same as account closure. A block is temporary and reversible: once a Debitura admin removes it, your account returns to normal. Account closure permanently deactivates your account and eventually deletes your data. For more on closing your account, see Clients: How to close your Debitura account.
Likely causes
Your account may be blocked for one of two reasons:
A Debitura admin applied a block manually. Common reasons include compliance concerns, suspected fraud, terms of service violations, operating in a prohibited or restricted industry, or other business reasons. The specific reason is displayed on the blocked account page.
A business review expired or was declined. Debitura may request a business review to verify your account. If you do not respond within the deadline, or if the review is declined by Debitura, your account is automatically blocked until the matter is resolved.
How to resolve a block
Blocks can only be removed by a Debitura admin. There is no self-service option to unblock your account.
Log in to the portal and review the reason shown on the blocked account page.
Email [email protected] with your company name and any relevant context if you believe the block was applied in error or if you have addressed the underlying concern.
A Debitura admin will review your request. If the block is removed, your account is immediately reactivated and you can submit new cases again.
If this does not resolve the issue
If you have contacted support and your block has not been addressed, reply to your existing email thread or send a new message to [email protected]. Include your company name, the reason shown on the blocked account page, and any supporting information that may help the review.