Technical Support FAQ



Do I already have a DebtX account?

If you have been notified about a transaction via email, you already have a DebtX account. If your email address is not on record, you do not have a DebtX account.

What should I do if my account has been “locked out”?

Your account will be locked out if you enter the wrong credential combination too many times. To unlock your account, you must reset your password.

What should I do if I don’t remember my password?

If you do not know your password, click on the “Reset Password” link on the Sign In page.

What will I see when I sign in?

The system redirects you to your deal inventory after you sign in. If you have just created a new account by registering via the system or have not been granted permission to see active deals, your inventory will be empty.

How can I purchase loans offered for sale by the FDIC?

To review and purchase FDIC loans offered for sale by DebtX, you must complete the registration wizard on the DebtX website. To gain access to detailed due diligence materials that may contain Personally Identifiable Information (PII) you must:

  • Provide proof of secondary loan market experience defined as at least two bids and one award from verifiable, reputable counterparties.
  • Sign the FDIC security agreement and post a $50,000 security deposit with the FDIC.

Additional information about FDIC loan sales can be obtained directly from the FDIC website at

How much does it cost to register?

You may purchase a subscription in one of the following increments:
• Gold (Institutional): $5,000 per annum. Provides access to DebtXDataSM and unlimited online documents for an unlimited number of registered and approved users who are affiliated with a single company.
• Silver (Individual): $1,000 per annum. Provides access to DebtXData and unlimited online documents for a single named user.
If you do not purchase a subscription you can purchase documents a la carte. Document fees are typically $50 per transaction but can range from $0 to $500 depending on the seller.

What is the FDIC security deposit and what are the wire transfer instructions?

  • As a prerequisite to gaining access to due diligence materials that may include personally identifiable information, registrants must deliver $50,000 to the FDIC as a personal information security deposit. The security deposit is a partial deposit against potential liability for breach by the registrant or its affiliates of the confidentiality agreement. If the FDIC does not approve a registrant, the security deposit will be returned to the registrant.

    Registrants shall deliver the Security Deposit by wire transfer in accordance with the following wire transfer instructions:

    • BANK: Federal Home Loan Bank of New York
    • ROUTING #: 0260-0973-9
    • FOR CREDIT TO: FDIC National Liquidation Account
    • ACCOUNT #: 107601
    • Attention: [A/O or Tech Name/Asset Marketing]
    • Bidder’s Name: ____________________________

    Banks and government agencies are not required to post a security deposit.

    Do not wire your security agreement before DebtX has pre-approved your account.

    Once you have completed your online registration, you can accelerate your approval by contacting DebtX at or +1-617-531-3400.

Once I complete the registration wizard, will I be granted immediate access to the deal inventory?

No. Your registration will not be reviewed until your vetting fee is received. Upon receipt of payment, your registration is subject to review by DebtX and may require a phone interview to verify your qualifications. Access to detailed FDIC due diligence materials that may contain personally identifiable information will be granted only when the FDIC has confirmed receipt of your security deposit.

Web Browsers

Which web browsers are supported by supports recent versions of all major web browsers. This list includes:

When I visit, I am told that my web browser is not supported.

If you are notified that your browser is not supported, please log in again via a supported browser. Failure to do so may result in unexpected results and problems.

Please see the list of supported web browsers.

Does require Javascript? requires 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 use cookies? uses cookies to store information temporarily about your session. It does not store any confidential information in the cookie file.

Pop-Up Blockers

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

The DebtX 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 “”. Failure to configure your software properly may prevent viewing of these documents.

When I click on a document link, nothing appears, but I hear a noise.

The DebtX 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 “”. Failure to configure your software properly may prevent viewing of these documents.

When I click on a document link, nothing appears.

The DebtX 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 “”. Failure to configure your software properly may prevent viewing of these documents.

How do I configure Internet Explorer to allow pop-ups from

To allow pop-ups from, configure your system via the following steps:

  1. Open Internet Explorer.
  2. On the Internet Options menu, check “Turn on Pop-up Blocker”, and then click on Settings.
  3. Type “” in the Address of Web site to allow box, and then click Add.

How do I configure Mozilla Firefox’s popup blocker to allow popups from

The popular Firefox web browser has built-in pop-up blocking functionality.

To allow pop-up windows from

  1. Open Firefox.
  2. On the Tools menu, select Options…
  3. Click on the Web Features tab
  4. Click on Allowed Sites
  5. Enter the in Address of web site and click Allow.
  6. Click OK.

Adobe Acrobat/Adobe Reader and PDF Files

Which versions of Acrobat and Acrobat reader are supported?

The DebtX website makes extensive use of Portable Document Format (PDF) files. Either Adobe Acrobat Reader or Adobe Acrobat (version 5.0 or later) is required to view DebtX’s PDF documents.

How do I optimize Acrobat or Acrobat Reader for use with

Acrobat and Acrobat Reader are preconfigured with generalized settings and can be further optimized to improve access.

To optimize PDF file access, please make the following configuration changes:

  1. Run Adobe Acrobat Reader.
  2. Go to Edit, Preferences…
  3. Click on Internet in the categories list.
  4. Make sure Allow fast web view is checked.
  5. Make sure Allow speculative downloading in the background is unchecked
  6. Set Connection speed to the correct speed. Use the following list in you’re not sure:
  7. Enterprise-class Internet access (e.g. T1) – choose 1.5 Mbps
  8. High-speed cable modem – choose 1.5 Mbps
  9. Normal cable modem – choose 1 Mbps
  10. High speed DSL – choose 756 Mbps
  11. Normal DSL – choose 384 Mbps
  12. Dialup – choose 56 Mbps
  13. Select OK.

When I click on a PDF document link, nothing happens.

First, ensure that a pop-up blocker is not preventing the document from being displayed.

If the problem is not caused by a pop-up blocker, Acrobat may not be responding correctly. From time to time, Adobe Acrobat or Acrobat Reader stop responding and must be manually stopped via the task manager.

On Windows, to end the Acrobat or Acrobat Reader process:

  1. Press Ctrl-Alt-Delete (at the same time). This should open the Windows security window.
  2. Press “Task Manager”.
  3. Click on the “Processes” tab.
  4. Look in the “Image Name” column for either Acrobat.exe or AcroRd32.exe.
  5. Click on the row containing the correct image name.
  6. Click on “End Process”.
  7. Select “Yes”.
  8. Try again to view the document.

Microsoft Office Files

Which versions of Microsoft Office are supported?

All Microsoft Office documents (ie Word, Excel, Powerpoint) on the DebtX website require Microsoft Office 2010 or later. For Mac users, the equivalent version is Microsoft Office for Mac 2011.

Website Security

What are’s rules for passwords?

The password rules for the website are as follows:

  • Must be at least eight (8) characters long.
  • Must contain at least one upper-case letter, one lower-case letter and one non-letter.
  • All passwords expire after 60 days. When your password expires, you will be prompted to provide a new password.
  • Previous ten (10) passwords cannot be reused for a period of 450 days after they are initially specified.
  • User accounts are locked after three (3) consecutive failed log on attempts.

Is my session with secure?

After user log on, all network traffic is encrypted via 128-bit SSL. You can verify if the browser is working in secure encrypted mode:

  • Firefox – the background color of the address bar changes to yellow (when using default skin).
  • Internet Explorer – locked padlock icon appears in the bottom left corner of your browser window.
  • Safari – locked padlock icon appears on upper right of window.
  • Chrome – locked padlock icon appears in address bar.

Secure Data Transfer

How can I easily encrypt data to send to DebtX?

Data sent through DXDocs is automatically encrypted.

Does DebtX support Zip encryption?

All modern archive utilities (WinZip, Power Archiver, etc.) support the Advanced Encryption Standard (AES). AES 256-bit is one of the strongest encryption methods available and is the preferred encryption method for many corporations and the US government.

Encrypted Zip files are protected via a password that must be shared between the sender and the recipient(s). It is very important that this password not be communicated via email. Use another method of communication to relay the password, such as telephone, fax, instant message, etc. An encrypted communications channel is always preferred.

Passwords should also be as complex as possible. General guidelines are:

  • Minimum of 8 characters
  • Mixed upper and lower case
  • Nonalphabetic characters
  • Substitute numbers and characters for letters (0 for o, 1 for I, @ for a, etc.)

To encrypt a file in a Zip archive (on Windows):

For Power Archiver:

  1. Right-click on the file and select Compress With Options…
  2. On the lower right of the dialog box, select PK AES-256 bit under Encryption.
  3. Click the Password… button.
  4. Enter the password and press OK.
  5. Re-enter the password and press OK.
  6. Press the Add button.

For WinZip (on Windows):

  1. Right-click on the file and select WinZip, followed by Add to Zip file…
  2. Under Options, select Encrypt added files.
  3. Press the Add button.
  4. Under Encryption method, select 256-Bit AES encryption.
  5. Enter the password and press OK.

For more details, please visit the following sites:

What if I need to send many large files to DebtX securely?

If files are too large to be sent through secure email platforms, users can upload those files to a DXDocs portal.  To get access to a DXDocs site, please email your DebtX contact.

Does DebtX support SFTP?

DebtX supports file transfers via the SSH (Secure) File Transfer Protocol (SFTP) standard. SFTP is ideal when a large number of documents need to be transferred securely. SFTP is also an important part of the DXOpen® secure document upload process.

Note that use of the SFTP protocol requires that corporate firewalls allow outbound access to the SSH port (Port 22), as well as installation of SFTP client software. Please contact your corporate IT department to ensure that access to this port is enabled.

DebtX recommends the freely available WinSCP client, available from

Please contact DebtX if you wish to establish an SFTP account.

Does DebtX support Transport Layer Security (TLS) for SMTP email?

Transport Layer Security is a security protocol that encrypts the network connection between mail servers. This is not a user level encryption method, but instead must be installed and configured by network/messaging engineers. TLS ensures that email data that is being transmitted over the Internet is not accessible to third parties and it is therefore highly recommended.

Does DebtX support PGP?

Pretty Good Privacy (PGP) is a popular commercial encryption application which runs on most operating systems. The software plugs in to Microsoft Outlook as well as other mail clients and allows users to easily encrypt their outgoing email and decrypt incoming email.

PGP supports both public-key encryption as well as simple password-based encryption. DebtX supports the use of PGP for secure file transfers and email. DebtX’s PGP key (Key ID 0xC249D5A5) can be downloaded from ldap:// via the PGPKeys tool.

See PGP’s website for more details on purchasing PGP.

Does DebtX support S/MIME?

DebtX does not support S/MIME encrypted email.


How do I uncompress ZIP files on a Mac?

The built-in macOS Archive Utility program, which by default is used to open ZIP files on Macs, is well known to have many problems that prevent it from working correctly. It is strongly recommended that a 3rd-party utility be used instead. DebtX recommends The Unarchiver, which is available free of charge on the Mac App Store.

To install The Unarchiver on your Mac computer:

  1. Open the following link in your web browser:
  2. Click on “View in Mac App Store”. This will launch the App Store application.
  3. Click on the “Get” button. This will download and install the application on your Mac.

To make The Unarchiver the default application for opening ZIP files:

  1. In the Finder application, right-click on any ZIP file and select “Get Info”.

  1. Find the “Open with:” section and find The in the drop down list.

  1. Click the “Change All…” button and them select “Continue” to make it the default application.