Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Invoicing · All versions
What you're seeing
You need to zero out an invoice balance — for a bad debt write-off, a credit balance correction, or incorrect invoice items — but the balance is not clearing. In some cases, you may not see the Add an adjustment invoice option on the invoice record at all.
Why this happens
There are 2 common reasons.
Reason 1
The invoice has a remaining balance that needs to be offset.
The invoice has a remaining balance from a payment correction, bad debt, or incorrectly added items, and it needs an adjustment invoice to offset it.
Reason 2
The invoice has not been posted or exported yet.
The Add an adjustment invoice option is missing because the invoice has not been posted or exported yet. ServiceTitan only shows this option on invoices that have been posted or exported — unposted invoices can be edited directly instead.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1Clear the balance with an adjustment invoice
Use this if the invoice has been posted or exported and shows the Add an adjustment invoice option.
Search for and go to the invoice you want to clear.
On the invoice record, click Add an adjustment invoice.
On the adjustment invoice, choose the approach that matches your invoice:
If clearing a payment balance, add a negative payment equal to the credit balance. For example, if the credit balance is $100, enter "-$100" as the payment amount.
If clearing a task-only balance (such as billing invoices generated on the wrong customer from a membership assigned to the wrong Bill To), add a negative task with the same amount as the open balance.
Repeat step 3 for each item or payment you want to offset.
Save the adjustment invoice.
Confirm the invoice balance now shows $0.
✓ Done · If the invoice balance shows $0, you're done. The adjustment invoice offsets the original charges and the balance is clear.
2If "Add an adjustment invoice" is not available, delete invoice items directly
Use this if the invoice has not been posted or exported and the adjustment invoice option is missing.
Search for and go to the invoice you need to clear.
Confirm the invoice status is not posted and not exported. Only invoices in these statuses can be edited directly. [VERIFY — confirm these are the exact statuses that allow direct editing]
Click the Delete icon next to each item on the invoice. Repeat for every item until all items are removed.
Confirm the invoice total now shows $0.00.
✓ Done · After removing all items, the invoice total is $0.00. The balance is clear.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The invoice number and customer name
The current invoice status (posted, exported, pending, etc.)
Whether the Add an adjustment invoice option is visible on the invoice
A screenshot of the invoice balance and any error messages
Which checks from this article you already tried
Want to learn more?
Create an adjustment invoice ›
The full guide on creating adjustment invoices.
Set up ServiceTitan to record bad debt ›
Bad debt write-off workflows.