Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Invoicing, Payments · All versions
What you're seeing
You're applying a check payment, but an invoice you expect to pay isn't in the list of applicable invoices.
The invoice exists and has already been issued, but it doesn't show up as something you can collect against.
The invoice may show a negative balance instead of a positive one.
Why this happens
There is 1 common reason.
Reason 1
The invoice has a negative balance, so ServiceTitan treats it as a credit.
A negative balance on an invoice is treated as a credit, and ServiceTitan won't let you collect a payment against a credit. Only invoices with a positive balance appear in the list of applicable invoices. When a task pushed the invoice into a negative balance, the invoice drops off the list until it has a positive balance again.
Before you start
You need Accounting permissions to edit invoices and collect payments. If you don't have it, contact your admin.
How to fix it
1Bring the invoice to a positive balance
Use this if the missing invoice has a negative balance caused by a task.
Use Search to find and open the invoice that isn't showing in the list of applicable invoices.
On the invoice record, check whether it has a negative balance caused by a task.
If the balance is negative because of a task, add a positive task to bring the invoice to a positive balance.
Confirm the invoice now shows a positive balance. Once it does, it appears in the list of applicable invoices for a check payment.
Apply the check payment to that invoice and any other applicable invoices.
✓ Done · The invoice now appears in the list of applicable invoices, and the check payment applies to it normally.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and the invoice number that isn't appearing
The current invoice balance and what created it (which task or payment)
The check number and amount you're trying to apply
Which steps from this article you already tried
Want to learn more?
Collect a payment ›
How to collect and apply payments to invoices.
One check payment covers jobs for two different customers ›
Applying a single check across multiple customers' jobs.
Check payment recorded incorrectly on an invoice ›
Fixing a check payment applied to the wrong invoice.