--- title: "Customers can't download invoices from the Customer Portal" slug: "how-can-i-download-invoices-from-the-customer-portal" updated: 2026-10-15T01:01:49Z published: 2026-10-15T01:01:49Z canonical: "help.servicetitan.com/how-can-i-download-invoices-from-the-customer-portal" --- > ## 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. # Customers can't download invoices from the Customer Portal ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/anvil-wrench.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A31Z&se=2026-10-31T03%3A40%3A31Z&sr=c&sp=r&sig=D%2B9tNbWURZ5Sn0VboIJdjxXFkVGUa8F68Wmk5EpaAus%3D) Troubleshooting **Role:** Administrator · Office manager · Accountant**Area:** Customer Portal (New Customer Portal) · Settings > Communications · All versions ## **What you're seeing** Your customers report they can't view or download their invoices in the Customer Portal. ## **Why this happens** Invoice access in the portal is controlled by settings on your side. Once access is set correctly, invoices become available. There are three common reasons. **Reason 1** **The Customer Portal isn't enabled for the relevant business units.** If the Customer Portal isn't turned on, or the business units tied to the customer's jobs aren't selected, those customers can't view or download their invoices. **Reason 2** **The customer's portal user is set to non-billing access.** A portal user's access to invoices is controlled by the Billing Access setting. When a user is set to Non-Billing Access, they're restricted from seeing invoices, estimates, and service agreements — which is the usual reason a portal looks "empty." **Reason 3** **The invoice never had a balance above $0.** The portal doesn't display invoices that never had a balance greater than $0. If a specific invoice was always $0, it won't appear in the portal by design. ## **How to fix it** Run these checks in order. ### **1****Enable the portal and select business units** 1. Go to **Settings > Communications > Customer Portal**. 2. Enable the **Customer Portal**. (For setup details, see the [**Customer Portal overview**](https://help.servicetitan.com/construction/docs/customer-portal-overview).) 3. Scroll to **Allow customer portal user to view and download invoices for jobs associated with the following business units** and select the business units associated with your jobs. ![Customer Portal setting for selecting business units whose invoices customers can view and download](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/how-can-i-download-invoices-from-the-customer-portal-image-4eakaf2f.png?sv=2026-02-06&spr=https&st=2026-10-31T02%3A40%3A31Z&se=2026-10-31T03%3A40%3A31Z&sr=c&sp=r&sig=D%2B9tNbWURZ5Sn0VboIJdjxXFkVGUa8F68Wmk5EpaAus%3D) > [!NOTE] > **✓ Done ·** Customers in the selected business units can now view and download their invoices. ### **2****Confirm the portal user has billing access** A portal user's access to invoices is set by the **Billing Access** dropdown, found on the Customer Portal table of the customer (or location) record, and also under **Settings > Communications > Customer Portal > User Management** (expand the user). 1. Open the customer or location record for the affected portal user, or find them in **User Management**. 2. Check the **Billing Access** dropdown. It has three options: - **Billing Access** — the user can see and download invoices (and estimates and service agreements) for that record. - **Non-Billing Access** — the user is restricted from seeing or interacting with invoices, estimates, and service agreements. This is the usual reason a portal looks "empty." - **No Access** — the user can't access that customer record at all. 3. Set the user to **Billing Access** and save. > [!NOTE] > **Note:** For a customer with multiple locations, each location can have its own Billing Access setting, and the location-level setting overrides the customer-level one. If invoices are missing for one location only, check that location's Billing Access even when the customer level is set to Billing Access. > [!NOTE] > **✓ Done ·** With billing access enabled for the relevant record or location, the customer can view and download invoices in the portal. ### **3****Confirm the invoice ever had a balance** Use this if every invoice appears except one specific invoice. The portal doesn't display invoices that never had a balance greater than $0. If the missing invoice was always $0, it won't show in the portal by design. ## **Still not working?** Contact ServiceTitan Technical Support at [**go.servicetitan.com/ask**](https://go.servicetitan.com/ask) with: - Whether all customers are affected or just one - The specific invoice number(s) the customer expects to see - The business unit associated with those jobs - The portal user's Billing Access setting (and, for multi-location customers, the setting on the relevant location) - Which checks from this article you already tried ## **Want to learn more?** [**Customer Portal overview ›**](https://help.servicetitan.com/construction/docs/customer-portal-overview) Overview of the Customer Portal and what customers can view and do there. [**Set up and customize the New Customer Portal ›**](https://help.servicetitan.com/construction/docs/set-up-and-customize-the-new-customer-portal) Step-by-step setup and configuration for the New Customer Portal.