Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting · Reports · All business types
What you're seeing
Where you see it: Reports > AR Transactions By Customer
Where you fix it: Reports > AR Transactions By Customer (report filters)
A customer shows a total of $0 in the AR Transactions By Customer report, even though you expect them to have an outstanding balance. The rest of the report looks normal; it's just that one or more customers who should show a balance are showing nothing.
Why this happens
There are 3 common reasons.
Reason 1
The Exclude net $0 balance invoices filter is turned on.
Customers whose invoices net to $0 are hidden from the report.
Reason 2
The customer's invoices genuinely net to $0.
For example, they've paid in full, so there's no outstanding balance to show.
Reason 3
The customer's invoices have no payment term assigned.
Invoices without a term have no due date, so they're excluded from the aging bucket columns (Current, 1-30, and so on). The amount still appears in the Net Amount column, which isn't shown by default, so the row can look empty across the buckets.
How to fix it
Start by checking the Exclude net $0 balance invoices filter, then check for invoices without payment terms.
1Turn off the Exclude net $0 balance invoices filter
Go to the navigation bar and click Reports.
In the side menu, click All Reports, then click AR Transactions By Customer.
Find the Exclude net $0 balance invoices filter. It's usually checked.
Click Exclude net $0 balance invoices to uncheck it.
Click Run Report.
✓ Done · The report reloads. If the customer's balance was being hidden by the filter, it now appears.
2Look for invoices without a payment term
Use this if the customer still shows $0 across the aging buckets but you expect a balance.
Customize the report to display the Net Amount column.
Run the report again and check the Net Amount column for that customer.
If an amount appears in Net Amount but the aging buckets are empty, those invoices have no payment term. Assign a payment term to each invoice so it shows the correct aging distribution.
Note: Account configuration is required to use payment terms. To update your account, contact Technical Support for details.
✓ Done · Once invoices have payment terms assigned, their balances appear in the correct aging bucket columns.
Note: If the customer's total still shows $0 after both checks, their invoices genuinely net to $0 — for example, they've paid in full — so there's no outstanding balance to show. This is expected. For more about the report, see AR Transactions By Customer report.
Still not working?
If a customer's total still looks wrong after these checks — for example, the total doesn't match the sum of the aging columns — contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and the As Of Date you used
The aging-bucket amounts, the Net Amount, and the Total shown for that customer
The balance you expected and where you're seeing it (for example, the customer record or the AR Reconciliation report)
Which filters are turned on (Exclude net $0 balance invoices, Exclude unapplied payments, Exclude incomplete jobs)
Want to learn more?
AR Transactions By Customer report ›
Overview of the report, its columns, and filters.
Manage accounts receivable with the AR Management tool ›
Recommended workflow for managing AR.