---
title: "Voided or failed credit card payment needs to be removed"
slug: "deleting-a-voided-payment"
tags: ["Area - Accounting", "Focus - Construction", "Focus - Service Replacement", "Role - Accountant", "Role - Admin", "Type - Commercial", "Type - Residential"]
updated: 2026-10-15T02:20:39Z
published: 2026-10-15T02:20:39Z
canonical: "help.servicetitan.com/deleting-a-voided-payment"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Voided or failed credit card payment needs to be removed

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/anvil-wrench.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A26%3A32Z&se=2026-11-09T12%3A26%3A32Z&sr=c&sp=r&sig=u4gBieMX0%2FfJaifAIAupqG4O0TnIhUVWHcB%2BidJOHKs%3D) Troubleshooting **Role:** Administrator · Accountant · Bookkeeper**Area:** Accounting · Customer Payments · Transaction Hub · All versions

## **What you're seeing**

A credit card payment was voided or didn't process correctly, but the payment record still shows in ServiceTitan. You want to remove it so the customer's account is accurate.

## **Why this happens**

**When a card payment is voided at the gateway or fails to process, ServiceTitan can still hold a payment record for it.** That leftover record stays on the customer's account until you delete it.

**Before you start**

- **Confirm the payment was truly voided or failed before you remove it.** Deleting removes the payment record from ServiceTitan. If you later find the card was actually charged, you can re-record the payment without charging the card again, but it's cleaner to confirm first.
- **Refund vs. delete depends on whether the card transaction settled.** If the transaction has already settled, issue a refund rather than deleting the record. If it was only approved and not yet settled, it can be voided. Whenever you void a transaction, create a refund adjustment invoice so the amount owed to the customer is recorded and your accounting stays in sync.

## **How to fix it**

1. On the navigation bar, click **Accounting**.
2. In the side menu, click **Customer Payments**.
3. In the **Customer Payments** module, search for the payment you want to delete.
4. Next to that payment, click **Actions** > **Delete Payment**.

> [!NOTE]
> **✓ Done ·** The voided or failed payment is removed and the customer's account balance is accurate.

## **Still not working?**

Contact ServiceTitan Technical Support at [**go.servicetitan.com/ask**](https://go.servicetitan.com/ask) with:

- The customer name and payment amount
- The payment date and how it was taken (office or field)
- The payment status (voided, declined, failed, settled)
- Whether the payment was already exported to your accounting system
- Which steps from this article you already tried

## **Want to learn more?**

[**Use the Customer Payments and Bank Deposits modules with Transaction Hub ›**](https://help.servicetitan.com/commercial/docs/use-customer-payments-and-bank-deposits-modules-with-the-transaction-hub) How the Customer Payments and Bank Deposits modules work together inside Transaction Hub.

[**Void a credit card transaction through ServiceTitan Gateway ›**](https://help.servicetitan.com/commercial/docs/void-a-credit-card-transaction-through-servicetitan-gateway) How to void a card transaction directly through the ServiceTitan Gateway.

[**Accidentally deleted a credit card payment ›**](https://help.servicetitan.com/commercial/docs/how-to-revert-a-deleted-credit-card-payment) How to restore a credit card payment that was deleted by mistake.