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Troubleshooting

Common issues and solutions for collection partners using the Debitura platform.

Portal access issues​

Cannot log in to the portal​

Symptoms:

  • Login fails with "Invalid credentials" error
  • Password not accepted
  • Account locked message

Solutions:

  1. Check your credentials:

    • Verify you're using the correct email address
    • Ensure Caps Lock is off
    • Try copying/pasting password to avoid typos

  2. Reset your password:

    • Click "Forgot Password" on login page
    • Check email (including spam folder)
    • Follow reset link within 1 hour
    • Create new password meeting requirements

  3. Account locked:

    • Wait 30 minutes before trying again
    • Contact support@debitura.com to unlock immediately
    • Provide your email and partner organization name

  4. Browser issues:

    • Clear browser cache and cookies
    • Try incognito/private browsing mode
    • Use a different browser
    • Ensure JavaScript is enabled

Session expires too quickly​

Symptoms:

  • Logged out after short time
  • Need to re-login frequently

Solutions:

  • Sessions expire after 60 minutes of inactivity
  • Click "Remember me" on login for extended session
  • Check browser isn't blocking cookies
  • Disable browser extensions that may interfere
  • Contact support if issue persists

Portal loading slowly or timing out​

Symptoms:

  • Pages take long to load
  • Features not responding
  • Timeout errors

Solutions:

  • Check your internet connection
  • Try a different network
  • Clear browser cache
  • Disable browser extensions
  • Check Debitura status page for outages
  • Try during off-peak hours

Case management issues​

Case not appearing in inbox​

Symptoms:

  • Expected case assignment doesn't show
  • Case count doesn't match email notification

Solutions:

  1. Check filters:

    • Clear any active filters in case inbox
    • Check "All Cases" view, not just "New"
    • Search by case number or debtor name

  2. Timing:

    • New assignments may take up to 24 hours to appear
    • Refresh the page
    • Log out and back in

  3. Assignment status:

    • Verify case was actually assigned to you
    • Check if case was reassigned
    • Contact account manager to confirm

Cannot update case status​

Symptoms:

  • "Update Status" button not working
  • Error when submitting update
  • Update not saving

Solutions:

  1. Required fields:

    • Ensure all required fields are filled
    • Add meaningful notes (minimum 10 characters)
    • Select a valid status from dropdown

  2. Technical issues:

    • Refresh the page and try again
    • Check internet connection
    • Try a different browser
    • Clear cache and retry

  3. Permissions:

    • Verify your user role has update permissions
    • Contact administrator to check access rights

Case documents won't upload​

Symptoms:

  • Upload fails or hangs
  • File upload error message
  • Document doesn't appear after upload

Solutions:

  1. File requirements:

    • Maximum file size: 10MB per file
    • Supported formats: PDF, JPG, PNG, DOC, DOCX, XLS, XLSX
    • Avoid special characters in filename
    • Compress large files before uploading

  2. Technical troubleshooting:

    • Check internet connection stability
    • Try uploading one file at a time
    • Reduce file size if possible
    • Use a different browser

  3. Alternative method:

    • Email documents to support with case number
    • Support team will attach to case manually

SLA deadline showing incorrect date​

Symptoms:

  • SLA deadline doesn't match expected date
  • Already updated but still showing overdue

Solutions:

  1. Verify update submission:

    • Check case timeline for successful update
    • Ensure update was saved (not just drafted)
    • Look for confirmation message

  2. SLA calculation:

    • SLA resets from last successful update
    • Some clients have custom SLA periods (not 14 days)
    • Holidays may extend deadlines
    • Check client-specific requirements

  3. System sync:

    • Allow up to 1 hour for SLA to recalculate
    • Refresh page to see updated deadline
    • Contact support if still incorrect after 24 hours

Payment and financial issues​

Payment not showing in ledger​

Symptoms:

  • Recorded payment not in ledger
  • Ledger balance incorrect
  • Payment stuck in "Pending Verification"

Solutions:

  1. Verification timeline:

    • Payments take 1-2 business days to verify
    • Check "Pending Verification" status
    • Ensure you uploaded proof of payment

  2. Missing information:

    • Verify all required fields completed
    • Check proof of payment is attached
    • Ensure payment date is reasonable (not future date)

  3. Follow up:

    • If pending >2 business days, contact finance team
    • Provide case number and payment reference
    • Submit support ticket with details

Commission calculation seems wrong​

Symptoms:

  • Earned commission lower than expected
  • Formula doesn't match agreement

Solutions:

  1. Review allocation:

    • Payments allocated to costs/interest first, then principal
    • Commission calculated on principal only (typically)
    • Check if case has special terms

  2. Verify agreement:

    • Review your partner agreement commission rate
    • Some cases have different rates (check case details)
    • Tiered rates may apply based on performance

  3. Request audit:

    • Contact finance team with specific case
    • Provide expected vs. actual calculation
    • Include partner agreement reference

Payout not received​

Symptoms:

  • Expected payout didn't arrive
  • Payment delay beyond schedule

Solutions:

  1. Verify payout schedule:

    • Check your agreement for payout dates
    • Ensure minimum threshold was met
    • Confirm ledger balance was positive

  2. Banking details:

    • Verify bank details on file are correct
    • Check for recent changes to account info
    • Confirm account can receive transfers

  3. Processing time:

    • Allow 3-5 business days for bank processing
    • International transfers may take longer
    • Check with your bank for incoming transfers

  4. Contact finance:

Lead and quote issues​

Cannot submit quote on lead​

Symptoms:

  • "Submit Quote" button disabled
  • Error when submitting quote
  • Form won't accept input

Solutions:

  1. Eligibility check:

    • Verify lead is still open (not past deadline)
    • Confirm you haven't already submitted quote
    • Check geographic coverage matches lead location
    • Ensure you're a Legal Network partner

  2. Form validation:

    • Fill all required fields
    • Commission rate must be reasonable (e.g., 10-60%)
    • Timeline must be realistic
    • Approach description needs minimum 100 characters

  3. Technical issues:

    • Refresh page and try again
    • Clear browser cache
    • Try different browser
    • Check internet connection

Quote submitted but status not updating​

Symptoms:

  • Quote stuck in "Pending review"
  • No notification of decision
  • Uncertainty about outcome

Solutions:

  1. Timeline expectations:

    • Quotes reviewed after submission deadline passes
    • Client has up to 48 hours to decide
    • Some leads may be cancelled by client

  2. Check notifications:

    • Verify email notifications enabled
    • Check spam folder
    • Review in-app notifications

  3. Status inquiry:

    • Contact account manager if >72 hours past deadline
    • Provide lead reference number

Communication issues​

Not receiving email notifications​

Symptoms:

  • Missing case assignment emails
  • No SLA reminder emails
  • Payment confirmations not arriving

Solutions:

  1. Check spam folder:

  2. Email settings:

    • Verify email address in profile is correct
    • Check notification preferences in portal
    • Ensure email notifications are enabled

  3. Email provider issues:

    • Some corporate email filters block automated emails
    • Contact your IT team to whitelist Debitura
    • Provide alternative email address

Messages to clients not being delivered​

Symptoms:

  • Client not responding
  • No confirmation of message delivery
  • Messages appear unsent

Solutions:

  1. Verify sending:

    • Check "Sent" folder in portal messages
    • Look for confirmation message after sending
    • Ensure internet connection was stable

  2. Client notification settings:

    • Client may have notifications disabled
    • Try calling or using alternative channel
    • Escalate to Debitura team for urgent matters

  3. System status:

    • Check if messaging is delayed system-wide
    • Retry sending after 30 minutes
    • Contact support if persistent

Data and reporting issues​

Report export failing​

Symptoms:

  • Cannot download reports
  • Export button not working
  • Downloaded file is empty or corrupted

Solutions:

  1. File format:

    • Try different format (CSV instead of Excel)
    • Ensure browser allows downloads
    • Check download folder permissions

  2. Data volume:

    • Large reports may timeout
    • Add date filters to reduce size
    • Export in smaller batches

  3. Browser settings:

    • Disable popup blockers
    • Allow downloads from debitura.com
    • Try incognito mode

Dashboard metrics don't match expectations​

Symptoms:

  • Case counts seem wrong
  • Performance metrics inconsistent
  • Financial totals don't reconcile

Solutions:

  1. Data refresh timing:

    • Dashboard updates hourly
    • Some metrics calculated overnight
    • Refresh page to get latest data

  2. Filter settings:

    • Check date range filters
    • Verify status filters
    • Clear all filters and reapply

  3. Metric definitions:

    • Review metric calculations in help text
    • Some metrics exclude certain case types
    • Contact support for clarification

Technical errors​

"Error 500: Internal Server Error"​

Solutions:

  • Temporary server issue
  • Wait 5 minutes and try again
  • If persists >30 minutes, contact support
  • Check status page for known issues

"Error 403: Forbidden"​

Solutions:

  • Permission issue with your account
  • Trying to access unauthorized resource
  • Contact administrator to verify permissions
  • May indicate expired session - try logging out and back in

"Error 404: Not Found"​

Solutions:

  • Broken link or old bookmark
  • Case may have been deleted or transferred
  • Update bookmarks to current URLs
  • Navigate via menu instead of direct link

Getting help​

When to contact support​

Contact support for:

  • Login issues after trying troubleshooting steps
  • Technical errors persisting >1 hour
  • Missing payments or financial discrepancies
  • Urgent case-related issues
  • Portal bugs or malfunctions

Support channels​

Email: support@debitura.com

  • Response time: 4-8 business hours
  • Include: Partner ID, case numbers, screenshots
  • Best for: Non-urgent issues, documentation

Portal chat: Available during business hours

  • Response time: 5-15 minutes
  • Best for: Quick questions, immediate assistance
  • Hours: Monday-Friday, 9am-5pm CET

Phone: +45 XX XX XX XX (provided by account manager)

  • For: Urgent issues only
  • Available: Business hours
  • Use for: Critical problems affecting operations

Account manager: Direct contact

  • For: Strategic questions, partnership matters
  • Not for: Technical support or routine issues
  • Schedule calls in advance

Information to provide when contacting support​

Always include:

  • Your partner organization name
  • Your email/user ID
  • Case number(s) if applicable
  • Description of issue
  • What you've already tried
  • Screenshots if relevant
  • Browser and version (for technical issues)
  • Urgency level

Escalation process​

If issue not resolved:

  1. Initial support ticket (1 business day)
  2. Follow up if no response (2 business days)
  3. Contact account manager (3 business days)
  4. Escalate to partner management (5 business days)

Preventive best practices​

Avoid common issues​

Keep system updated:

  • Use latest browser version
  • Update operating system
  • Enable automatic updates

Follow guidelines:

  • Read user guides before using new features
  • Attend training webinars
  • Review best practices documentation

Maintain quality:

  • Provide complete information when submitting data
  • Upload high-quality documents
  • Keep contact information current

Monitor proactively:

  • Check dashboard daily
  • Review SLA alerts
  • Reconcile financials monthly
  • Stay on top of notifications

Communicate early:

  • Report issues immediately
  • Don't wait for problems to escalate
  • Ask questions before making assumptions
  • Keep your account manager informed

Additional resources​

  • User guides - Detailed how-to documentation
  • Video tutorials - Coming soon
  • FAQ - Frequently asked questions
  • Status page - System uptime and incidents
  • Release notes - New features and changes
  • Training webinars - Monthly partner training

Next steps​

If this troubleshooting guide didn't solve your issue:

  • Contact support with details
  • Check the relevant workflow guide for your specific task
  • Join the partner community for peer support (coming soon)
  • Schedule training with your account manager

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