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Technical Support

  • What should I do if my Multi-Factor Authentication ("MFA") phone number is no longer valid?

    Please email Product Support at support@debticate.com to have your account reset.

  • How do I gain access to a Deal Site or Data Room on Debticate?

    Access is granted on a per data room basis. We recommend that you reach out to the agent directly as Debticate clients have complete control over access to their deals/sites.

  • What should I do if I cannot see the deal/site I was invited to?

    Review the email invitation and verify the email address listed in the body of the email. You must log into Debticate using the email address listed. If you would like to access using a different address, please reach out to the bank/firm that invited you to their site.

  • I was supposed to receive an email from Debticate but I do not see it in my inbox.

    If you do not receive an email from us within two minutes, we recommend checking your spam or junk folder. If you're not able to locate the email there, we recommend checking any filtering service your firm uses, such as Mimecast or Barracuda, to release this email. If you are still unable to locate the email, please reach out to support, as we can provide whitelisting information for your IT Team.

  • What should I do if I don't remember my password?

    If you do not know your password, click the "Reset Password" link on the Sign In page and follow instructions.

  • What should I do if my account has been blocked?

    Your account will be blocked if you enter the wrong credential combination too many times. The system will send an email to the registered email address if this happens. Follow instructions provided in the email to unblock your account.

  • What will I see when I sign in?

    The system redirects you to your inventory page after you sign in. If you have not been granted access to any deals or sites, your inventory will be empty. First, contact the party from whom you expected access. If you aren't sure who that is, contact Product Support at support@debticate.com.

  • Which web browsers are supported by Debticate.com?

    To ensure secure encrypted access to the website, we recommend our customers to utilize the latest available version of one of the following web browsers:

    • Mozilla Firefox
    • Microsoft Edge
    • Apple Safari
    • Google Chrome

  • Does Debticate require JavaScript?

    Applications accessed via Debticate.com require that JavaScript be enabled in your browser. Failure to enable this feature will cause the website to operate incorrectly.

    For instructions on how to enable JavaScript, please see your web browser's documentation.

  • Does Debticate use cookies?

    Debticate uses cookies to store information temporarily about your session. It does not store any confidential information in the cookie file.

  • When I click on a document link, all I see is a blank window.

    The DebtX Software Solutions website makes limited use of "pop-up" windows to display asset documents and security-related information. All pop-up-blocking software must be configured to allow pop-up windows from "app.debticate.com". Failure to configure your software properly may prevent viewing of these documents.

  • How can I change my email address on Debticate?

    If your firm's email address has changed and the new email address has not been invited to a data room, you can update your email address by clicking your name in the upper right corner, then choosing profile. If the new email address has already been invited to a data room, reach out to Product Support at support@debticate.com to request a merge.