Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Payments · All business types
What you're seeing
You're trying to edit, unapply, or delete a payment on an invoice, but you can't. There's no edit pencil icon next to the payment, and it seems stuck — none of the usual options work from the invoice page.
Where you see it: Invoice record (the payment has no edit pencil icon)
Where you fix it: Customer profile > Payments
Why this happens
There is 1 common reason.
Reason 1
The linked invoice is in Posted or Exported status.
Some payments can't be changed directly from the invoice page. If the invoice linked to the payment is in Posted or Exported status, the payment can't be deleted from the invoice page because the invoice has been sent to your accounting software. When the payment has not been exported, you can still delete it — just from the customer profile rather than the invoice page.
Note: If the payment itself has already been exported to your accounting software, it can't be deleted from the customer profile either. In that case, reverse it with an adjustment invoice and a negative payment instead. See "Exported payment or credit can't be deleted."
How to fix it
Before you start
To delete a payment, you need the Create payment and Delete payment permissions. If you don't have them, contact your admin.
1Delete the payment from the customer profile
Use this if the payment can't be edited or deleted from the invoice page and has not been exported.
Search for and open the customer profile where the payment was made.
In the side menu, click Payments to view all payments linked to this profile.
Find the payment you want to delete. Use the payment ID to locate it if needed.
On that payment, click Actions > Delete Payment.
Note: Deleting a payment does not charge the customer's credit card again.
✓ Done · The payment is removed from the customer profile and no longer appears on the invoice.
Still not working?
If the option to delete the payment is still grayed out or unavailable on the customer profile, the payment has likely already been exported and must be reversed with an adjustment invoice instead (see "Exported payment or credit can't be deleted"). If you're still stuck, contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and the payment ID
The invoice number the payment is linked to
The invoice's status (for example, Posted or Exported)
A screenshot showing the grayed-out or missing delete option
Which steps from this article you already tried
Want to learn more?
Unapply a payment credit ›
How to remove a credit that was applied to the wrong invoice.
Exported payment or credit can't be deleted ›
What to do when a payment has already been exported to accounting and must be reversed instead.
Create an adjustment invoice ›
Steps for building an adjustment invoice to reverse a posted or exported transaction.
Understand invoice statuses ›
A reference for what each invoice status means, including Posted and Exported.