There might be different reasons why you are unable to log in to your Debitum account:
Step 1: Check your email and password
Verify Credentials: Ensure you are using the correct email address. Double-check for typos or accidental extra spaces.
Reset Password: If you cannot remember your password, click on "Can't access your account?" on the login page or use the following link:
Step 2: Verify your email address
New Registrations: If you have recently signed up, you must verify your email before your first login.
Check Your Inbox: Look for an email with the subject "Verify Your Email" and click the confirmation link inside.
Spam/Junk: If you cannot find the email, please check your Spam or Junk folders. Note: Login is not possible without this verification.
Step 3: Check your 2FA (Authentication code)
If you are prompted for a 2FA code but it is not working:
Code Expiry: The code may have expired. Wait for a new 6-digit code to generate and try again immediately.
App Verification: Ensure you are using the correct app linked to Debitum (e.g., Google Authenticator or Authy).
If you have lost access to your 2FA app:
Recovery Code: Use the recovery code provided to you during the initial setup.
Manual Reset: If you do not have a recovery code, a manual reset is required.
Please contact support and provide:A selfie of you holding your ID card or passport.
An email sent from your registered Debitum email address.
Specific 2FA failure scenarios
If the standard troubleshooting above hasn't helped, your issue may be one of the following known scenarios. Find the one that matches your situation:
Your code is correct but keeps being rejected
This can happen when there is a time-sync issue between your authenticator app and your mobile device, or when the wrong account entry is being used.
Make sure your authenticator app's time is synced automatically. In Google Authenticator, go to Settings → Time correction for codes → Sync now.
Check that the Debitum entry in your app matches your registered email address — not an alias or an old email.
If you use multiple accounts in the authenticator app, ensure you are entering the code for the correct Debitum entry.
Try generating the code on a different device if you have the authenticator installed on more than one.
If none of the above works, the 2FA registration may be corrupted and a manual reset is required. Contact support and provide a selfie holding your ID or passport, sent from your registered Debitum email address.
Your 2FA setup was interrupted and now login asks for a code you never received
If you received an error during 2FA setup (such as "unexpected error") but the login page now asks for a 2FA code, the setup was only partially completed — your account is locked in a partially enrolled 2FA state.
Do not attempt setup again from the same browser session.
Contact support and explain that 2FA setup failed partway through.
Provide a selfie holding your ID or passport, sent from your registered Debitum email address.
Support will disable 2FA, so you can log in normally or re-enroll from scratch.
2FA is still active after you deleted the app entry
Deleting Debitum from your authenticator app does not disable 2FA on your account — the account-side 2FA setting remains active and will still require a code at login. You cannot disable it from the authenticator app itself.
Contact support and request a 2FA reset.
Provide a selfie holding your ID or passport, sent from your registered Debitum email address.
Once reset, you can log in without a 2FA code and choose whether to set it up again.
You completed a password reset but now can't get past the 2FA step
After a password reset you may be routed back into the full login flow, which includes 2FA if it was previously enabled on your account. If you see a "contact support" message or the 2FA step fails immediately after resetting your password:
Do not attempt the password reset again — this is a 2FA issue, not a password issue.
Check your authenticator app for a valid Debitum code and enter it.
If 2FA is not working (see scenarios above), contact support with a selfie and your registered email to request a 2FA reset alongside the password reset.
Step 4: Try a different browser or device
Technical glitches are often related to specific browser settings or cached data.
Private Mode: Try logging in using Incognito/Private mode.
Switch Browsers: Try a different browser (e.g., Chrome, Safari, or Firefox).
Switch Devices: Try switching between a mobile device and a desktop computer.
Maintenance: Clear your browser’s cache and cookies and disable extensions like ad blockers or VPNs, as these can interfere with the login process.
Step 5: Check if your account is temporarily locked
Security Trigger: For your protection, accounts may be temporarily locked after multiple failed login attempts.
Cool-down Period: Please wait 15–30 minutes without attempting to log in, then try again.
Step 6: Contact Support
If none of the steps above resolve the issue, our team is here to help. To help us investigate faster, please include the following in your message:
Your registered email address.
A detailed description of the problem.
A screenshot of the error message (if applicable).
Specify if the issue is related to your password, 2FA, or a general error.