Invoice missing from the Collect and Apply Payment screen

 Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting · Payments · Invoicing · All business types

Reason 1

The screen only shows invoices with a positive balance.

If an invoice's balance is $0 or less, there's nothing for the screen to collect against, so it's hidden — even when you legitimately need to apply a positive or negative payment to it (for example, to record a refund or fix a balance). To work with it, you temporarily give the invoice a positive balance, apply your payment, then remove that temporary balance.

Before you start

• Negative payments can only be added on adjustment invoices. If you need to apply a negative payment, you'll do it on an adjustment invoice rather than the original.

• Adjustment invoices can only be created once the original invoice is posted or exported, unless the Create adjustment invoices before the original invoice configuration is enabled.

Note: If you're doing this to record a refund and your account uses the Automated Refund Workflow, you may not need the manual steps below. With the Automated Refund Workflow enabled, ServiceTitan creates the credit memo and negative payment for you. The Automated Refund Workflow applies only to payments that have not yet been exported to your accounting system; if the payment was already exported, use the manual steps below or contact Technical Support. The manual workaround below is still the method for non-refund cases, such as applying an existing credit to an invoice with a $0 balance.

1If the original invoice is posted or exported, create an adjustment invoice

Skip this step if the invoice isn't posted or exported yet — you can work on the original.

1. Navigate to the invoice.

2. On the left side, click Add an adjustment invoice.

3. Click OK.

✓ Next · Continue to Step 2 to add a temporary task.

2Add a temporary task to create a balance

1. On the left side, click Add a task.

2. Type at least one letter in the Name field to bring up pricebook items, and pick one.

3. Change the Unit Price to match the payment amount you need to apply.

4. Click Save.

✓ Next · The invoice now has a positive balance. Continue to Step 3 to apply the payment.

3Apply the payment

1. Click Collect and apply payment.

2. Click the Credits section and select the payment(s) to apply.

3. Click Apply to Invoice and select the invoice.

4. Click Save.

✓ Next · Continue to Step 4 to remove the temporary task.

4Remove the temporary task

1. Click the x next to the task, then click OK when prompted.

2. If you created an adjustment invoice just to hold the temporary task, you can delete it too.

✓ Done · The payment is applied, and the invoice balance returns to $0 or less.

Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:

• The customer name and the invoice number

• The invoice's current balance and status (for example, Posted or Exported)

• The payment(s) you're trying to apply (amount, positive or negative)

• Which steps from this article you already tried