Problem
You expect referral fees on a case, but your Referral Partner Dashboard shows no earnings for it. The case may appear in your Cases view, yet the Earnings view either omits it entirely or shows zero referral revenue.
Likely causes
Attribution depends on two factors: the client attribution status and the case creation source. A mismatch between these is the most frequent reason fees are missing.
# | Cause | What happened |
1 | Non-attributed client, case created outside your integration | The client already existed in Debitura before you linked them (IsAttributedClient = FALSE). Only cases created via your bearer token generate fees. Cases the client creates directly in the Debitura web app, via CSV import, or through other channels do not qualify. |
2 | Client link not yet approved | When you called the client creation endpoint for an existing Debitura client, the system returned a 409 conflict and sent the client a link-approval email. Until the client approves, no link exists, so no cases are attributed to you. |
3 | Client onboarding not complete | A new client received a 202 response (onboarding pending). The client has not yet signed the Standard Debt Collection Agreement. Cases remain in a pending state and attribution is not finalized until onboarding completes. |
4 | Client link was archived or deleted | The link between your platform and the client was archived after the case was created but before a payment generated a payout. An active, non-archived link must exist at payout-creation time for fees to be applied. |
5 | Case created before the link existed | The client created the case in Debitura before your link was established. Attribution is forward-looking only: cases created before the link carry no referral attribution. |
Self-serve checks
Open your Referral Partner Dashboard and work through these checks in order.
1. Confirm the client link exists and is active
Go to the Clients tab.
Search for the client by company name or external tenant ID.
Verify the client appears in the list. If the client is missing, the link was never created or was not approved.
Check the Onboarding Status column. If it shows Pending, the client has not completed the SDCA signing flow. Direct them to the onboarding URL shown in the table.
2. Check the attribution type
In the same Clients tab, look at the Attribution Status column for the client.
If it shows Attributed: all cases from this client should generate fees regardless of how they were created.
If it shows Non-Attributed: only cases submitted through your integration (using your bearer token) generate fees. Cases the client creates directly in the Debitura web app will not produce referral revenue for you.
3. Verify the case appears in your dashboard
Go to the Cases tab.
Search for the case by reference number, debtor name, or client name.
If the case does not appear at all, it was likely created outside your integration (and the client is non-attributed), or the link did not exist when the case was created.
4. Check the earnings for the case
Go to the Earnings tab.
Search for the case reference.
If the case appears with a referral fee amount, attribution is working. The fee may still be in the Unrecognized stage if the collection partner has not yet paid Debitura's platform commission. See Revenue sharing and financial reconciliation for details on revenue stages.
If the case does not appear in Earnings at all, attribution was not applied to this case.
How to resolve each cause
Cause | Resolution |
Non-attributed client, wrong creation source | Ensure cases are submitted through your integration using a valid bearer token. Cases created by the client directly in the Debitura web app will not generate fees for non-attributed clients. See Referral program overview for the full attribution rules. |
Link not approved | The client must approve the link request. They received an email with an approval link. Ask them to check their inbox (including spam) and complete the approval. If the request expired (7 days), submit a new client creation request to generate a fresh approval email. |
Onboarding not complete | Direct the client to the onboarding URL visible in your Dashboard's Clients tab. They need to sign the SDCA before cases can proceed. See Customer signup / activation issues for more help. |
Link archived or deleted | Contact Debitura support. Only Debitura can un-archive a link or investigate why it was archived. |
Case created before link existed | Attribution is forward-looking only. Pre-existing cases cannot be retroactively attributed. Future cases created after the link is active will generate fees according to the attribution rules. |
Escalation
If the checks above do not resolve the issue, contact Debitura's partnerships team at [email protected]. Include the following information to speed up the investigation:
Case reference number (e.g., DEB-12345)
Client company name and your external tenant ID for the client
How the case was created (via your integration's bearer token, or another method)
Expected outcome (e.g., "I expected referral fees because the client is attributed")
What you observed in the Dashboard (e.g., "Case appears in Cases tab but not in Earnings tab")
Debitura will investigate the attribution logic, verify the link status, and confirm whether the case's creation source qualifies for referral fees. Disputes should be raised within 30 days of the relevant reporting period.