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.
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.