General
How do I get to the Accounting screen?
Go to the navigation bar and click Accounting.
Payments and invoices appear separately on the Accounting screen. Once you are on the Accounting screen, you can click on any individual invoice or payment details.
What do the invoice statuses mean?
An invoice moves through various statuses as it is reviewed and eventually exported to your accounting software. For more, see Understand invoice statuses.
What is batching and posting?
Batching is a way to organize and gather invoices or payments in ServiceTitan, before you export to QuickBooks. Once you have batched your transactions, you'll post the batch. Once the batch is posted, you'll be able to export it to QuickBooks.
What should I do if the technician on the invoice is no longer working at my company?
You can edit technician permissions to remove access. Go to the navigation bar and click Settings. In the side panel, click People > Technicians. Edit technician permission. Then, review and export all invoices to which the managed technician is assigned. When you're finished exporting all the invoices the technician is associated with, go back to settings and deactivate the technician.
Why can't I see the revenue from my open job on the Dashboard?
Only jobs that are completed can appear as revenue on the Dashboard.
Why can't I see my completed job's revenue on the Dashboard?
Items in Pricebook give the wrong General Ledger account. Only Pricebook items that point to the income General Ledger accounts appear on the Dashboard.
Can I hide certain payment types on invoices?
Since a payment is indicative of a transaction that needs to be recorded for a customer, it is not possible to hide a specific payment line item on an invoice. To hide a payment type, consider renaming the payment type or reach out to your CSM for a workflow discussion.
Can I deactivate default GL accounts?
It is not possible to delete or deactivate default GL accounts in ServiceTitan. However, they can be renamed or merged with another account.
Can I delete invoices in ServiceTitan?
To maintain accounting standards, ServiceTitan does not allow direct deletion of invoices. If the invoice has not been exported, you can edit it to reduce the balance to $0 and batch it. This effectively voids the invoice.
Or, as long as no other invoices in the batch need to be reflected in your accounting software, you can bypass batching.
If the invoice has already been exported, you can make changes using an adjustment invoice.
Why can't I see invoices in the Unbatched section of the Accounting screen?
Check the filters located at the top of the Accounting screen and make sure you have all business units and technicians selected.
Why do some invoices not appear under the Unbatched section of the Accounting screen?
Invoices may be missing from the Unbatched section because when a batch is selected, the system filters out business units that are not mapped in Settings > QBD > Business Units Assigned. If certain invoices are not showing, it indicates that the respective business unit is unmapped. To resolve this issue, map the business unit, and the invoices will be included correctly.
Also note that project-related invoices with $0 balance or invoices associated to jobs not yet completed do not appear on this screen.
Why is an invoice not showing up in the Batch/Export Transactions list even when filtered by business unit or invoice number?
An invoice will not appear in the Batch/Export Transactions list if it is a zero-dollar invoice tied to a project. If you want the invoice to appear in the Batch/Export Transactions list, add a zero-dollar task to the invoice.
Can I have multiple locations on a single invoice?
No, you can't have one invoice assigned to multiple locations with different jobs.
The only exceptions are membership invoices and project invoices:
You can apply the membership invoice to all locations on a customer level. In this case, you will have multiple locations on the membership invoice's service location. However, you can't select multiple customer locations. You can apply the membership invoice to all locations or only to one.
You can create a project invoice that won't be linked to a specific job. However, since all the jobs on a project will have the same service location, the invoice will also have only one service location.
What does it mean when an invoice is marked as needing review?
The review status refers to whether the invoice was looked over and then exported to an accounting software or bypassed.
For more, see Review invoices before batching and Transaction Hub Invoices module.
How do I locate the ID associated with my invoice in ServiceTitan?
The invoice ID is the set of numbers at the end of the URL when viewing the invoice in ServiceTitan. For example, if you are viewing an invoice and the ServiceTitan URL is https://go.servicetitan.com/#/EditInvoice/1234567, then the invoice ID is 1234567.
Can I move a non-job invoice or project invoice to another project?
There is currently no direct way to move a non-job invoice, or project invoice, from one project to another project. However, you can clear the balance on the invoice located in the wrong project and create a new invoice in the correct project.
Can I edit invoice numbers?
Yes, you can edit invoice numbers. To edit the invoice number on an invoice, search for and go to the invoice record. On the invoice record, click Updated invoice details and enter the new invoice number on the Invoice Number field.
What is the best way to add custom QR codes to invoices?
ServiceTitan currently does not support adding custom QR codes directly to each invoice. However, you can create a custom QR code and attach it to a job as a file. You can then attach that QR code as a file when you send the invoice to your customer.
If you want to add a single QR code to all your invoices, you can save the QR code file as a PDF and use the Authorization Agreement field on the business unit settings screen (Settings > Operations > Business Unit) to upload that QR code file. That single QR code will be attached to every invoice email you send out.
Why does the price on the invoice not match the price on the estimate?
The estimate and invoice prices may not match because the tax zone changed. This change affected the tax calculation, making the invoice total not the same as the estimate total.
How can an invoice be created without a job? How can I remove the outstanding balance?
An invoice without an attached job is usually a membership invoice, a project invoice, or a point of sale (POS) invoice. A membership invoice can remain open even if the membership got deleted.
For more on creating a project invoice, see Add an invoice to a project.
For more on creating a membership invoice, see Sell a membership without booking a job.
For more on creating a point of sale invoice, see Process point of sale transactions from the office.
To resolve the issue of an outstanding balance on a membership invoice, remove the items on the membership invoice.
Where can I view outstanding invoices or accounts receivable for one customer with multiple locations and view the location tied to each invoice?
To view outstanding invoices:
On the navigation bar, go to Accounting > Invoices.
In the Invoices module, under the Review Status tab, click on the Column icon on the right side of the page to edit the columns by checking the box to display the Location Address column and Save.
Click on the dropdown next to the search bar and select Customer Name as the type. Enter the customer name to search the invoices. This will return the results you are looking for, with the location address column displayed.
Optional: Click on the purple Filter icon and select Not Paid in the Paid Status drop-down and any additional filters you may need. Click Apply.
Can an image be added to the signature on an invoice?
This feature is currently not available. You can only add an image as a logo on invoices. For more, see Add company logo and message to invoices.
How can I remove the credit card authorization form from the bottom of my invoices?
Disable the Is credit card authorization form visible feature configuration in the Feature Configuration screen to remove the credit card authorization from your invoices.
Account configuration is required to access the Feature Configuration screen. Please contact Technical Support for details.
What is the best way to add a tip or gratuity for a technician? I have credit on a customer account intended for a tip.
Currently, ServiceTitan does not have a built-in feature for adding tips or gratuities for technicians. However, you can add a service item in your Pricebook and label for tips and label it "Gratuity" or "Tips." You can then add this to your invoice and apply the existing credit to cover the new service item.
How do I backdate an invoice or adjustment invoice?
If the invoice has not been exported, click Update Invoice Details and change the date. The date on invoices which have been exported cannot be changed.
Why is an invoice not appearing on the customer profile?
An invoice does not appear on the customer's record if the associated job is still in progress. The invoice will appear after marking the job as Complete.
How can I set all of my commercial customers' billing policy to Net 30?
There is currently no option to set the default payment term to customers in bulk or by customer type. To set the billing policy of all your commercial customers' to Net 30, you will need to manually set Net 30 as the default payment term for each individual customer in the customer record.
How can I view the original text of an invoice summary before being edited by an employee?
You can use the Accounting Audit Trail screen to see the original text of an invoice summary before it was updated. Search for the invoice and click View Details. In the audit details screen, you can check the entries that have Summary in the Field column. This shows you changes made to the invoice summary field for that invoice.
Why are items still marked as add-ons after disabling the option?
Check the job's audit trail and see if the invoice tasks were added as add-ons from the office side. You can also check the sold estimate and see if the invoice items were added on the estimate as add-ons.
Batching
How do I navigate between unbatched and batched invoices?
Once you have created a batch, two tabs will appear near the top of the screen: Unbatched and Batched.
Click Unbatched to view your unbatched transactions. Click Batched to see the transactions in the active batch.
Can I unbatch an invoice once it's batched?
Yes, you can unbatch an invoice as long as it hasn't been posted. To unbatch an invoice, navigate to the active batch (by clicking Batched). You will see the option to select Unbatch for each transaction. The transaction will now be moved to the Unbatched tab. If a batch is unposted, you can unbatch invoices from it.
How can I find and open an unposted batch?
Navigate to the Accounting screen and click Select a batch.
A dropdown menu will appear. Locate your batch from the list, then click the batch to open it. You'll now be able to add invoices to the batch (if necessary) and post the batch.
How do I find a posted batch?
At the top of the Accounting screen, click the Select a batch dropdown. Select View Posted Batches and search for the posted batch on the following screen.
Can I unpost a batch?
You can unpost a batch, but only if it has not yet been exported to QuickBooks. If the batch has already been exported, you will need to create an adjustment invoice. If the batch has not been exported, you have the option to unpost the batch and make changes to the original invoice. To unpost a batch (only an option if the batch hasn't been exported), complete the following:
Use the search bar on the Accounting screen to locate the batch.
When you see the batch you're searching for, click the batch.
Click Unpost the selected batch from the Select a Batch dropdown.
Can I rename a batch?
As you will not be able to rename a batch, be sure to name each batch carefully.
Can I delete a batch?
In order to maintain accounting standards, ServiceTitan will not allow you to delete a batch. If you accidentally created a batch and you do not want it to show in the batch dropdown menu, you have the following options:
Remove all invoices or payments from the batch
-or-
Post the batch
The batch will no longer appear on the dropdown menu. However, you will be able to find the batch using the search bar.
Can I un-export a batch?
Once a batch is in an exported status, it cannot be reversed. If you need to make a change, we recommend you make changes through an adjustment invoice.
Can I change the batch number on an exported invoice?
You cannot change batch numbers, even if the invoice is not exported.
How can I bypass exporting a batch?
After you post a batch you can bypass exporting it. For more, see Bypass exporting a batch to accounting software.
How can I confirm a batch has bypassed?
If you use the ServiceTitan Web Connector to QuickBooks Desktop or Intacct as your accounting system, you can run the Transaction Reconciliation report. For more, see Transaction Reconciliation Report - QBD and Transaction Reconciliation Report - Intacct.
Why are my transactions not showing up in the batch?
Check if you have any applied filters. For example, if you have the batch filtered by a business unit (BU), make sure to remove the filter if you're looking for all invoices versus those assigned to the selected BU. Additionally, ensure that the job which is tied to the invoice is marked complete.
What can I do if my batch is not exporting?
You can hard refresh and try again. Common errors that prevent exports:
Duplicate invoice numbers
Missing technician for material or equipment.
Can I delete a payment from a posted batch?
Yes, you can delete a payment from a posted batch but you need to unpost the batch first and unbatch the payment. To delete a payment from a posted batch:
Use the search bar in the Accounting screen to locate the batch.
When you see the batch you're searching for, click the batch.
Click Unpost the selected batch from the Select a Batch dropdown.
After confirming, go the Payments section on the batch and locate the payment you want to delete.
Click Unbatch on that payment.
Click Customer Payments from the side menu on the Accounting Screen and search for the payment.
On the payment you want to delete, click the Actions icon and select Delete Payment.
Can ServiceTitan automatically unbatch an invoice that has been batched but not exported yet?
No, ServiceTitan does not automatically unbatch an invoice that has been batched but not exported.
How can I check if an invoice has been unbatched?
To check if an invoice has been removed from a batch:
Go to the invoice and click the job number link to open the job associated with the invoice.
In the job record, scroll down to the History section and review the audit trail. If the invoice has been removed from the batch, it will be recorded in this section.
How can I manage employee permissions with batching and unbatching?
To set employee permissions on batching and unbatching invoices, go to Settings > People and set the permissions under Batching Invoices under the Accounting section for either a specific employee or a specific role. For more, see Understanding employee and technician permission roles and Accounting Permissions.
How do I know where the negative balance is coming from?
To find out the cause of a negative balance:
Go to the customer's profile.
Click the
icon.Select the Statement Actions option, then click Print Statement.
Check whether you see open jobs that are still in progress. The negative balance means there is still a job that is not completed yet.
I can't batch $0 invoices, what can I do to batch these invoices?
Account configuration is required to batch $0 invoices. To update your account, please contact Technical Support for details.
What does the 0 mean next to the batch name?
When the payment is not batched it will show as batched in batch 0 and cannot be found. This means the payment is not yet batched.
Why are transactions not appearing in the Batched section after I batched them?
If you are encountering this issue, clear your browser cache. Check if your transactions are now appearing after clearing the cache. If you are still having issues, contact Technical Support.
What should I do if I cannot see the "Post" and "Export" options in the batch transactions screen?
Try clearing your browser cache. If you are still having issues, please contact Technical Support.
Why do my invoices automatically go back into a batch after being unbatched?
Go to Settings > Accounting > Journal Entries and Auto-Batching and check the Batch Cadence for your transactions. Transactions are batched automatically if they are set to Daily. Set the batch cadence to Manual to prevent this.
Why can't I see invoices and payments sections in the Batch Export Transactions screen?
This happens when the Export As setting for Journal Entries is set to Journal Entry Summary instead of Document.
To change this, go to Settings > Accounting > Journal Entries and Auto-Batching and changing the Export As setting for invoices and payments to Document.
Why can't I select my adjustment invoices for batching?
This occurs when the adjustment invoices are missing invoice dates. Add an invoice date to the adjustment invoices. Then try batching them again.
Invoicing and customer payments
How do I correct my invoice?
Invoices can be corrected in numerous ways depending on the specific issue you are trying to solve. Some good starting places for help are:
How to add a payment to an exported invoice?
On the Accounting screen, select the batch from the dropdown (this is the batch of the exported invoice that you are trying to add a payment to). Click the invoice to which you are adding a payment. Then, click Add a payment.
How can I edit a tax on the invoice if the invoice has a payment?
To edit tax on the invoice:
See Update the tax zone of an invoice: recommended workflow if you are editing the invoice tax zone.
See Set invoice line items as taxable if you want to make an invoice item taxable.
Can I pay out a commission or spiff on chargeable materials?
Yes, you can set up chargeable materials so technicians will earn a commission or a bonus/spiff.
To set up a material item to pay commission and/or bonuses:
Go to the top tool bar and click Settings > Pricebook.
In the side menu, click Materials.
Find the material you want to add commission to and click View/Edit Material.
Click the Commission tab.
Enter the bonus and/or commission amount, as you would with any Pricebook service.
Select Pays Commission if you want the technician to receive commission on this material.
Select Pay tech-specific bonus if you want to pay the default adjustment rate bonus set in the technician's payroll settings.
Note: This allows for a different percent bonus for each technician.
When finished, click Save.
Can I have a blank payment term?
Yes, however, for best practices, you should always have a term on an invoice or bill.
I can't seem to change my payment terms on my invoice or bill. Why?
Terms can't be changed unless the invoice or bill is in a pending state. Make sure to unpost your batch if you need to change the term.
Can I create a term directly from an invoice or bill?
No, terms may only be created from Settings, where all of your terms live.
Can I change my payment term or due date on my invoice after I've exported the invoice to my accounting software?
Once an invoice has been exported, you can no longer change the invoice date or payment terms, even using an adjustment invoice. If you have a specific invoice requiring this update, contact Technical Support and provide the invoice number and the required changes.
Note: If Technical Support can complete your request, it will only be reflected in your ServiceTitan account. You must manually make the changes in your accounting software or contact them for assistance.
When does customer balance update?
Pending invoices for uncompleted jobs don't affect a customer's balance. The balance is only updated after the job is marked as complete and the invoice has a date assigned.
Why is the invoice balance not updated even after payment was collected?
Pending invoices for uncompleted jobs don't affect a customer's balance. The balance is only updated after the job is marked as complete and the invoice has a date assigned.
How is tax subtotal calculated on an invoice?
The tax subtotal is based on items marked as Taxable in your Pricebook and the tax zone assigned to the invoice. If you notice any discrepancies on the tax subtotal in your invoice, check your Pricebook items first to see if some are marked Taxable and some are not.
Why does an item not appear when I attempt to include it in a POS invoice?
To resolve the issue, make sure you've added the task category to the location in Settings > Invoicing > POS Locations. When the category is linked, the item should appear. If the issue remains, please contact technical support.
Why do I see a negative balance on the customer profile if I have already added a payment to the invoice?
Once ServiceTitan confirms job completion, the payment will zero out any existing negative balance.
Why is tax not charged on an invoice?
Tax may not be charged if the service or equipment is not set as taxable in the pricebook. Go to Settings > Pricebook > Services or Settings > Pricebook > Equipment, and click into the service or equipment. Ensure the box beside the Taxable field is checked.
How can a payment be captured and linked to a customer but not attached to any invoice?
An invoice may not be linked to a payment if a technician collects a payment for an estimate while on a job. You can use the All Payments report to find the payment and research where the payment came from.
How can I remove the Business Unit field from the payment screen on the office side?
Unfortunately, it is not possible to remove or make the business unit field optional on the payment screen for the office side in ServiceTitan. The field is an integral part of the system's design and functionality.
Why is there credit on a customer profile?
This happens if a payment was made in excess of what was needed on the invoice, or multiple invoices, it was applied to. You can decide whether to refund the credit or use it for future invoices.
Why do the numbers in my AR Transactions by Customer report differ from the balance due on an individual account?
The numbers in the AR Transactions by Customer report may not align with the customer balance based on the job status. The balance on the customer profile only includes invoices for completed jobs, whereas, by default, the AR Report consists of all open invoices. Solution: if the job is complete, mark it as such. Otherwise, rerun your report, but check the box to Exclude Incomplete Jobs.
Note: An alternative way to access this information is by clicking on Accounting > Invoices > Invoice Aging tab and then searching by Customer Name. Learn more about the Invoice Module.
What causes a remaining balance even after trying to clear it with an adjustment invoice that includes materials?
This happens when the Charge for materials option was selected for the materials in the adjustment invoice. When this option is selected, the material item will appear as a line item on the customer invoice. If you clear this box, the customer will not be charged for the material.
To fix an existing issue caused by this, create another adjustment invoice and add the material with the Charge for materials option selected but enter a negative amount for the material. This should clear the balance on the original invoice.
Why can't I delete payments from invoices?
You must have the Create payment and Delete payment permissions enabled to delete payments from the invoice record.
Caution: Use caution when handling payments to prevent mistakes.
What happens to the customer's credit card if an overpayment/credit is deleted from their profile? Will my customer's credit card get changed again?
Deleting a payment will not charge your customer's credit card again. If there is an extra payment from the customer, you can delete the extra payment. For more, see Edit or delete payment credits with Payment Collections.
What does the amount next to the customer name on the invoice record mean?
The amount next to the customer's name on the invoice record represents the customer's total balance across all invoices. This includes all overdue invoices.
Why do I have two estimates with different subtotals but the same tax amount? Tax amount should be different with the different subtotals.
This can be caused by a rare glitch that may occur when using the This is an add-on task option on the invoice task. Select and deselect the option to fix this issue.
I can't apply credit sitting on a customer's account to these invoices because they're missing from the payment collection screen. What can I do?
You can't apply a credit or payment to an invoice if the invoice balance comes from negative payments. To resolve this issue, follow the steps in Creating an adjustment invoice to apply credit or collect payment.
How can I tell how many attempts were made to charge a customer's credit card?
You can use the All Payments report to review all payments you've collected, including credit card payments.
How do I give another employee access to see our customers' payment history?
Decide if you'd like to update the permissions for an individual employee or by role. Then check the box in the Payments section of Permissions for the option View Customer Payments Hub. Consider adding additional accounting permissions before clicking Save Changes.
How can I find out who collected a payment on an invoice?
You can use the All Payments Report to find out who collected the payment and the amount applied to the invoice.
Can I merge multiple invoices into one invoice?
You can merge customer and location profiles but not invoices. The workaround is to manually add the items from one invoice onto the other. Then, delete the items from the duplicate invoice. Finally, you can cancel the duplicate job and select the cancellation reason as a duplicate entry.
Why is there credit incorrectly showing up on an invoice but the customer's account balance is zero?
The issue occurs due to an adjustment invoice that was deleted but is still recognized by the system. Check if the job related to the invoice is still in progress. You can only post invoices for completed jobs. Once the job has been marked as completed, posting the invoice will update the system and remove the incorrect credit.
How do I handle a pending invoice for a canceled job?
When you cancel a job, the invoice remains pending indefinitely and doesn't appear in the batch transaction screen. To handle a pending invoice for a canceled job, remove any billable items from the invoice and make sure the invoice balance is clear.
Why was my invoice posted on a date different from the job completion date?
Check the job audit trail and see if the job was reopened. The system does not automatically update the invoice date if the job was reopened and a new job completion date was generated. You need to manually update the invoice date to reflect the new date.
Why does my invoice show the wrong lifetime revenue?
This issue can occur if your invoice includes items assigned to an expense GL account. To fix this issue, remove the items from the invoice. Next, edit your items in the pricebook and assign the correct GL account to them. Then, add your items back to the invoice. Check the lifetime revenue on the customer profile to make sure it has the correct amount.
Why is my invoice locked even if it's not exported?
An invoice becomes locked from editing if its date falls within a closed accounting period, regardless of whether it has been exported. To make changes to the invoice, you must reopen the accounting period.
For more on reopening an accounting period, see Reopen a closed accounting period.
How do I clear payments stuck in the Unbatched section of the Batch/Export Transactions screen?
If you have payments stuck in the Unbatched section, put these payments in a batch, post the batch, then bypass the export of that batch. You can perform this workflow on payments not applied to any invoices.
Why are my sent invoices appearing on the Invoices Not Sent report?
The issue occurs when an adjustment invoice is not sent, even if the original invoice is sent. Check the accounting audit trail to identify any adjustment invoices not sent.
Why is my invoice showing as paid with a credit card but without an authorization code?
A credit card payment without an authorization code may indicate that the payment was saved as a payment record only and the credit card wasn't charged. This happens when you enter a payment with a payment type of Credit Card and you select the Save without charging option.
To confirm that the credit card wasn't charged, check the Payment Gateway for the transaction. If needed, you can delete the payment and charge the credit card again to ensure an actual charge.
Why did an invoice generate from a job that is on hold and showing a balance due even though the revenue has not been recognized yet?
A job may include multiple appointments, with each appointment's status impacting the job as a whole. The system displays a balance due on the invoice, even if the job is on hold. However, the invoice's total revenue is only recognized once the job is fully completed, which can temporarily reflect a balance on the customer's account.
How do I change the business unit for a discount fee on an invoice?
To change the business unit for a discount fee on an invoice, go to the invoice record, find the discount task and click Edit. Use the Business Unit field to assign the correct business unit for the discount fee. When finished, click Save.
Note: If you leave this field blank, the business unit assigned to the invoice will serve as the default business unit for the discount fee.
How can I make residential customers taxable by default in ServiceTitan?
While commercial customers can be set to taxable by default, residential customers are automatically marked as non-taxable when created in ServiceTitan. This default setting residential customers cannot be changed at present. You must manually set the residential customer to be taxable. For more, see Set a Customer Record as Non-Taxable.
Is there a report that shows changes made to an invoice after it was posted?
There is no report you can generate that shows changes made to an invoice after it was posted. However, you can use the Accounting Audit Trail feature to view changes made to an invoice, even after it's posted.
Where do I add shipping, such as tracking numbers, or any additional information to customer invoices?
Use the Invoice Summary field on the invoice to add shipping tracking numbers or additional information to countersale invoices. The information added here will be visible to customers on printed and emailed invoices.
Can I add CAD or USD labels to my customer invoices?
ServiceTitan does not have a built-in feature to display currency type on invoices. However, you can use the Invoice Header or Invoice Message fields on the Add a Business Unit or Edit a Business Unit settings screen. For example, you can enter a message that says "All prices are in CAD." The message will appear on all printed and emailed invoices.
For more on editing business units, see Add or edit business units.
How do I turn on adjustment invoices for pending invoices?
Normally, you can only create adjustment invoices from posted or exported invoices.
However, you can also create them from pending invoices if this feature is enabled for your account. To enable this, please contact Technical Support.
How do I hide membership discounts on one customer's invoice?
To hide membership savings from appearing on invoices for one specific customer, create a duplicate membership type. In this new membership type, disable the Show membership savings on customer-facing invoices option. Assign this new type to your specific customer.
Why are invoices created by ServiceTitan without showing who created them?
An invoice can be created as a cancellation invoice when an office employee cancels a customer's membership. The system automatically generates these invoices during membership cancellation, but the creation of this invoice is triggered by the employee who cancelled the membership.
You can view the membership audit trail to see who cancelled the membership by going to the customer's membership details screen and clicking the View Audit Trail option.
Why can't I find my invoice when applying a payment?
The invoice won't appear in the customer profile when you apply a payment because the balance comes from an adjustment invoice. Apply the payment to the adjustment invoice instead, and the main invoice balance will be zeroed out.
To do this, go to the customer profile and look for the adjustment invoice instead of the main invoice. Go to the adjustment invoice and apply the payment there. Then verify that the applied payment to the adjustment invoice clears the main invoice balance.
How do I remove equipment costs from my invoice total?
To remove equipment costs from your invoice total, edit the invoice and set the equipment prices to $0 to exclude them from invoice subtotals. This lets you track inventory without charging customers.
How do I send a payment link for an adjustment invoice?
Adjustment invoices do not include functional online payment links when emailed to customers. You can send the original invoice instead for online payments.
Why are all payments going into customer deposits and then to undeposited funds, even for cash payments on the retail side?
This happens when the customer has the deposit workflow enabled. All payments always flow through the customer deposit account first.
If you apply the payment to an invoice right away, it gets removed from the deposit account. The system creates a journal entry that offsets the payment against accounts receivable.
This process works the same for all payment types, including cash and retail payments.
Customer statements
Can I see past statements sent to a customer?
In the customer record, you can see an audit trail of all the statements sent to a customer. Under Customer Statement Log, you can view the statement and the message you sent with the email. Click the link in the audit trail to view the statement.
Can I see past invoice PDFs sent to a customer?
In the job record, you can see an audit trail of all the emails you sent that include invoice PDFs. In the Email tab of the audit trail, click the invoice link to view the invoice.
What is the difference between Invoice Date and Due Date and how are these taken into account in customer statements?
The Invoice Date is the same date as the job completion date. When a job gets completed, an invoice is generated with an invoice date of when that job was completed.
The Due Date comes from the payment terms. Typically, the payment term is set to Due upon receipt which means the job completion date, or Invoice Date, becomes the invoice Due Date. However, there are other payment terms used, such as Net 30 or Net 60, meaning the Due Date for payment are 30 days or 60 days after the job completion date, respectively.
When looking at your customer statements, the Due Date on invoices is used when calculating aging invoices. For more on due dates, see Use, view, edit, and deactivate payment terms and Create payment terms.
How can I remove the PAST DUE - PLEASE REMIT message from customer statements?
To remove the PAST DUE - PLEASE REMIT message from customer statements, disable the Past due on Customer Statements feature configuration on the Feature Configurations screen. For more, see Manage feature configurations.
Account configuration is required to access the Feature Configurations screen. Contact Technical Support for more information.
How do I mass email all overdue invoices?
While invoices can be emailed in bulk, overdue accounts are best managed through the Accounts Receivable (AR Management) section of the Accounting module. This section provides detailed information on aging invoices. Easily group invoices for a single customer into a statement and email it as a total amount owing and even bulk email statements to multiple customers at once.
Can I include unapplied payments in customer statements?
Currently, ServiceTitan does not support the feature to include unapplied payments in customer statements directly.
How do I fix an issue with sending bulk statements?
The issue may be related to your browser. Clear your browser cache and try again. If you are still having issues, contact Technical Support.
How can I hide the technician's name on customer statements in ServiceTitan?
There is currently no option to hide technician names on customer statements in ServiceTitan.
Emailing and printing invoices
When bulk emailing invoices, what does Include all attachments mean?
If you want to include the attachments associated with the job invoice, select Include all attachments.
Can I adjust the column length on invoices when printing?
Currently, column lengths in invoices are fixed and cannot be adjusted.
How do I show line item prices on printed or emailed invoices?
To display line item pricing and quantities when emailing or printing invoices, disable the Hide item prices feature in the Feature Configurations screen.
Account configuration is required to access the Feature Configuration screen. Contact Technical Support and to get access to this screen.
Can I hide individual item prices and only show the total when printing invoices?
To print your invoices in a format that hides the individual item prices, enable the Hide item prices feature in the Feature Configuration screen.
Account configuration is required to access the Feature Configuration screen. Contact Technical Support and to get access to this screen.
Why is the Add attachments button not showing up when emailing an invoice?
Check if the invoice is an invoice for a job or a membership. If the invoice is for a job, make sure the job contains media files attached to it. If the job does not have any media files attached to it, the Add Attachments button will not show up.
For more, see Add notes, media, and file attachments in ServiceTitan.
Why is the Forms button not showing up when emailing an invoice?
The Forms button appears only if you have an active form available. If you do not have an active form, create one or activate an existing form.
Why do invoices not go automatically to the customer's email?
Invoice emails automatically get sent the email address set in the customer profile. If your customers are not receiving their invoice emails, check if the customer has a valid email address in their customer profile. If they do not have an email, add an email address to the customer profile.
You can also check if an email address was set on the location profile instead of the customer profile. Automatic invoice emails are only sent through the customer profile.
Why am I unable to email invoices to my employees? The email status in ServiceTitan says it dropped.
Check if the email address of the employee is correct and valid. If you are still having issues, contact Technical Support to check if the email address is in the bounced list. Once removed from the bounced list, try sending the invoice again to the employee.
How do I send invoices via text messages?
Invoices cannot be sent via text messages through ServiceTitan. They can only be sent via email. For instructions on how to do that, see Print, email, or download customer invoices.
How can I add an ROC or TACL number to printed invoices?
You can use the business unit settings to add an ROC number for printed invoices.
Go to Settings > Operations > Business Units.
Find a business unit and click Edit.
On the Edit Business Unit screen, you can the ROC number to one of the following fields:
Invoice Header: The number will appear on the header section of the invoice.
Invoice Message: The number will appear on the footer section of the invoice.
Repeat steps 2-3 for all business units.
How can I keep an invoice with a lot of line items in one page when printing the invoice?
Keep your item descriptions short to prevent the invoice from being too long. You can also create and customize your invoice template using the Template Manager and decide what information you want to include and exclude in your invoices.
Account configuration is required to use the Template Manager. Contact Technical Support for more information.
Can I recall or retract a sent email and delete items from the original invoice before resending an updated invoice for the customer to view?
Once an email is sent, it cannot be recalled or retracted. If you need to update the invoice, you can edit the invoice and resend it to your customer. Your customer will see the updated invoice.
How do I find out if an invoice was emailed to the customer?
There are two areas where you can check to see if an invoice has been emailed to a customer:
Go to the Invoices section in the customer profile and search for your invoice. The Invoices table shows a Sent Status column that lets you know if an invoice has been sent, opened, or unsent.
Go to the Invoices module in Transaction Hub and click the Review Status tab. Search for your invoice and check the Sent Status column on the invoice table.
Can I show check numbers and authorization numbers on print invoices?
ServiceTitan does not offer a direct option to display check numbers or credit card authorization numbers on invoices for security reasons. As a workaround, you can use the Memo field in the Collect and Apply Payments screen with the check or authorization number to show this information on a printed invoice.
Why is my invoice showing a blank page?
Internet browsers store a memory of your recently visited websites in what is called a 'cache'. While this is done to load pages faster, it can sometimes result in an error such as a blank page. Clearing your cache forces your computer to re-download the page.
Why is my invoice text too big and getting cut off when I print?
This issue is likely caused by your printer settings. Check and adjust your printer settings.
How do I enable multiple print options for invoices and estimates?
You can enable multiple print options in the Feature Configuration screen. Search for "Multiple Invoice/Estimate print options" on the search bar.
Note: Account configuration is required to access the Feature Configuration screen. Contact Technical Support for more details.
How can I make warranty descriptions visible on invoices and estimates?
Warranty descriptions do not appear in the print view of invoices and estimates. Only the item description is visible to customers. To include warranty details in the Print view, you can copy the warranty information into the Item Description field, as this field is visible to customers.
How do I add a clickable link to invoice emails?
To include a clickable on your email, go to the invoice email settings and add the following to the Body field: <a href="URL">Link Text</a>. Replace URL with the URL to your link and Link Text with the text of your hyperlink.
How do I add customer information, such as Customer ID, PO#, and Work Order number to my ServiceTitan invoices?
You can customize a new invoice template to include this information. Customize a new invoice template in Document Templates and add custom fields for the required information.
AR Transactions reporting
What is the best way to exclude pending invoices from the AR Transactions report?
The AR Transactions report may include jobs that show a total rather than a balance. This is because the job has not yet been completed. For example, it may be put on hold or canceled. To exclude invoices with jobs that have not been completed, select the Exclude incomplete jobs option when running the report.
Why is there a discrepancy between the customer's credit balance on the AR reconciliation report and their profile?
Check the As Of date on the AR reconciliation report. Make sure it matches the date you are reviewing the customer's account for.
How do I find a report that shows payment terms for customers?
To generate a report for customers with payment terms, use the AR Transactions by Customer report and customize the report to include the Payment Terms column.
Note: Account configuration is required to use payment terms. Please contact Technical Support for details.
Why does my AR Balance Reconciliation report show no data?
The AR Balance Reconciliation report uses journal entries to populate the report. If you're not using journal entries, this report will be blank.
Alternatively, you can use the AR Transactions by Customer for aging balances by customer. Note that this report includes all open invoices by default.
Accounting periods
How do I remove the Period status from showing on invoices?
You cannot disable the Period status from showing on invoices. Accounting periods are necessary for accurate financial records.
If you want to disable accounting periods from automatically closing, see Set up Accounting Periods.
Integration and exporting
What accounting integrations do ServiceTitan offer?
ServiceTitan integrated with multiple accounting platforms. For a complete list, go to Accounting Integrations.
Why can't I export a $0 invoice with no tasks on it?
You can't export $0 invoices to Quickbooks from ServiceTitan because ServiceTitan doesn't export transactions that are not financially impacting.
To successfully export a $0 invoice, add a task to the invoice. The task on the invoice can be $0.
If you want to export $0 invoices with estimates or for a project costing purpose, you should again add a task.
To export a $0 invoice with no task, you should bypass the invoice using the Pending Export Report or by batching the invoice and bypassing the batch.
If the $0 invoice has a task on it but you can't export it, or you can't bypass the invoice, please contact Technical Support for details.
Note: $0 invoices can't be exported to Intacct in addition to QB.
Can I modify invoices exported to Quickbooks Online (QBO)?
No, you can't. For more about adjustment invoices, see Create an adjustment invoice.
What does the Re-export option do?
The Re-export option lets you re-export a batch that was previously exported or bypassed. This option is used when you need to make corrections to exported transactions and you need to export your corrected transactions back to your accounting software.
Note: The Re-export option is only available if you're integrated with QuickBooks Online.
What should I do when the export shows an error, even when all items have been successfully exported to Intacct?
You should bypass the batch if all the items are exported and are visible in Intacct.
Are all three QuickBooks Desktop (QBD) versions compatible with ServiceTitan?
Yes, all three QBD versions — QBD Pro, QBD Premier, and QBD Enterprise — are compatible with ServiceTitan.
Is ServiceTitan compatible with Quickbooks 2024?
Yes, ServiceTitan is compatible with Quickbooks 2024.
How can I manually add an invoice to QuickBooks Desktop if it wasn't imported or was bypassed after being marked as exported?
You can use the Re-export option to re-export your invoice. If the invoice is still not appearing in QuickBooks Desktop, you can manually add it by following the steps outlined here.
Can I set up a different liability GL account for a specific vendor when exporting bills to an accounting system?
ServiceTitan does not allow you to set a different liability GL account for a specific vendor. The system defaults to the Accounts Payable (AP) GL account for all vendors. You must manually change the GL account for your vendor in your accounting system after the bill has been exported from ServiceTitan.
Why are my invoices showing as closed after exporting to QuickBooks, even if the accounting period is open?
This behavior is intentional. You can reopen the accounting period if you need to make changes to your transaction.
If you prefer to keep transactions open, even after export, go to Settings > Accounting > Accounting Periods and set the Enable Close Transactions on Export toggle to off.
What is the best way to split an exported invoice in ServiceTitan while ensuring changes are reflected accurately in QuickBooks?
The best way is to edit the original invoice in ServiceTitan after opening the accounting period to unlock the transactions. Then manually make the exact changes in QuickBooks.