Troubleshooting
Help for resolving common problems, errors, and unexpected behavior encountered by clients.
14 articles
- Clients: Your account is blocked - causes and next stepsIf 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…
- Clients: Document upload failsIf your document upload fails in the Debitura platform, this guide helps you identify the cause and fix it. Most upload issues are related to file size, file type, or…
- Clients: Can I change the collection partner on my case?In most situations, you cannot switch to a different pre-legal collection partner while your case is active. This article explains why, and outlines what options you have if you are…
- Clients: I don't have partner coverage in a countryWhen you try to create a case, you may see a message indicating that your case requires custom pricing because no local partner operates under standard No Cure, No Pay…
- Clients: Partner declined my case - what happens next?When a collection partner declines your case, what happens next depends on whether quote sharing is enabled and whether your account is managed by another collection partner. In most cases…
- Clients: Why does my case need more information? (validation & missing details)If your case shows "More Info Required," it means Debitura or the collection partner needs additional information before collection can begin. This guide explains why this happens and how to…
- Clients: Accounting integration not syncing - fixesIf your accounting integration has stopped syncing invoices or is importing incomplete data, this page walks you through the most common causes and fixes for each supported integration.
- Clients: Email verification issues and fixesDebitura requires email verification when you create a new account and uses two-factor authentication (2FA) when you sign the Standard Debt Collection Agreement.
- Clients: How to reset your password / login troubleshootingIf you cannot log in to your Debitura client account or need to reset your password, this page covers the most common causes and how to fix them.
- Clients: Platform Technical Issues - Troubleshooting Common ProblemsThis article covers the most common issues Debitura clients encounter when using the platform, along with step-by-step fixes. If your issue is not listed here, contact [email protected] with a description…
- Clients: Not receiving email notificationsIf you are not receiving email notifications from Debitura, this guide walks you through the most common causes and the fastest self-serve checks you can run before contacting support.
- Clients: Case submission errors (validation) - what to doIf you see an error when submitting a case or your case is stuck in Pending Verification, this article explains the most common causes and how to resolve them yourself.
- Clients: What does the "Merged" status mean on my case?What the Merged status means when your collection partner consolidates two of your cases for the same debtor, and what to do next.
- Clients: Why was my case closed after 30 days?Your case sat with a collection partner past Debitura's 30-day window, so it was closed automatically. Here is why, and what it means for you.