Troubleshooting
Role: Administrator · Bookkeeper · CSR · Office Admin · TechnicianArea: Payments, Invoicing, ServiceTitan Mobile · All versions
What you're seeing
A credit card payment was added to an invoice by mistake, and your account isn't set up with a credit card processor. You need to remove the payment from the invoice.
Why this happens
Reason 1
The charge never went through, so no money was collected.
Because your account isn't set up with a credit card processor, no money was collected from the customer. The payment is only an entry on the invoice, so you can remove it.
Before you start
Note: This article applies when both of these are true:
Your account does not have an integrated credit card processor, so the charge did not go through. If you do have a processor and the card was actually charged, deleting the payment removes the record without refunding. See Accidentally deleted a credit card payment for the right approach.
The invoice has not yet been exported to your accounting software. If the invoice was already exported, the simple delete below does not apply, because removing an exported payment can leave your records out of sync. See Bypass exporting a batch to accounting software for handling an exported payment.
How to fix it
1Delete the mistaken payment entry from the invoice
Search for and go to the invoice where the payment was mistakenly added. Use the invoice number for quick access.
Find the payment entry on the invoice. Look for a credit card payment.
Click the Delete option next to the payment entry. This removes the payment from the invoice as if it was never collected.
Confirm the payment is gone by checking the invoice's payment section. It should no longer list the mistakenly added payment.
✓ Done · The mistaken credit card payment no longer appears on the invoice.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The invoice number and the customer name
The amount and date of the mistaken payment
Confirmation that your account has no integrated credit card processor
Whether the invoice had already been exported to your accounting software
Which steps from this article you already tried
Want to learn more?
Accidentally deleted a credit card payment ›
How to revert a credit card payment that was deleted.
Card payment failed with an error message ›
What to do when a card payment returns an error.