Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Payments, Accounts Receivable · All business types
What you're seeing
A payment was made to a customer's account, but it isn't showing on any invoice, so you can't find its details (date, amount, payment type). The payment exists but isn't tied to an invoice, so looking at the customer's invoices doesn't show it.
Why this happens
Reason 1
The payment was recorded directly to the customer's account rather than applied to an invoice.
It sits as an unapplied payment, shown as available credit on the customer profile, instead of on an invoice.
How to fix it
1View the payment from the customer profile
Use this if the payment isn't on any invoice — unapplied payments are stored on the customer profile.
Search for and go to the customer profile.
In the side menu, click Payments.
Find the payment you want to view and click it.
Review the payment details, including the date and amount.
✓ Done · The payment opens and shows its full details, even though it isn't attached to an invoice.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and account
The approximate date and amount of the payment
Where you expected to see the payment
Which steps from this article you already tried
Want to learn more?
Use search in ServiceTitan ›
How to locate customers, jobs, and records using search.
Customer profile shows incorrect available credit ›
Troubleshoot available credit that doesn't match expected amounts.
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Re-apply a misapplied payment to the correct invoice or profile.