Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Payments, Accounts Receivable, Invoicing · All business types
What you're seeing
A customer paid more than one invoice's total, intending part of the payment to cover another invoice. The extra amount didn't move to the other invoice. Instead, the invoice you collected on shows a negative balance, and the other invoice still shows as unpaid.
Why this happens
Reason 1
A payment collected on a single invoice applies only to that invoice.
When the payment is more than that invoice's total, the extra amount creates a negative balance on it instead of moving to another invoice. To spread one payment across more than one invoice, the extra has to be turned into customer credit first, then applied to each invoice. Credit can only be applied to an invoice that already exists and has an outstanding balance, so if the other invoice hasn't been created yet, the credit waits on the customer's profile until it has.
How to fix it
Turn the overpayment into credit, then apply it to each invoice.
1Convert the overpayment to credit and apply it
Caution: Before you start — if the payment has already been exported, you can't unapply it. Instead, add the overpaid amount as credit to the customer profile, then apply it. See Manage customer credits for the exported-payment workflow.
Search for and go to the invoice with the overpayment.
Unapply the payment from this invoice. This turns the payment into credit on the customer's profile.
Search for and go to the customer profile.
On the customer profile, click the More icon, then Collect Payment.
On the Collect and Apply Payments screen, select the Credits option.
In the Credits section that expands, select the payment you want to use.
In the Apply to Invoice section, select the invoice you want to apply the payment to.
Click Save.
Repeat steps 4–8 to apply the remaining amount to the other invoice.
✓ Done · Each invoice shows the correct amount applied, no invoice shows a negative balance, and any amount not yet applied remains as available credit on the customer's profile.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and account
The invoice number with the overpayment and the invoice(s) the credit should go to
The payment amount, date, and how it was split
Which steps from this article you already tried
Want to learn more?
Use search in ServiceTitan ›
How to find invoices and customer profiles quickly.
Manage customer credits ›
Add credit to a customer profile, including the exported-payment workflow.
Apply credit or payment to an invoice ›
How credit and payments are applied to outstanding invoices.