Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Customer Profiles · All versions
What you're seeing
A customer profile displays an available credit amount that looks wrong. The credit may be higher than expected, appear when it should be zero, or not reflect a recent payment or adjustment. This can affect one customer or multiple customers.
Why this happens
There are 3 common reasons.
Reason 1
A payment was applied to an invoice on a job that hasn't been completed yet.
This causes ServiceTitan to display a negative balance as available credit on the customer profile.
Reason 2
A duplicate payment was recorded.
The payment was either manually entered twice or collected on the wrong customer, and the extra payment sits as unapplied credit.
Reason 3
A payment was unapplied from an invoice but never re-applied or deleted.
The amount stays on the profile as available credit.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1Review payment history for duplicate or unapplied payments
Search for and open the customer profile with the incorrect available credit.
Click the More icon and select Collect Payment.
On the Collect and Apply Payments screen, click View Payment History at the top right.
On the All Payments screen, set a payment date range and payment status, then click Run Report.
Review the report for duplicate payments or payments where the Amount Allocated column shows $0.00 (meaning the payment is not applied to any invoice).
✓ Next · If you found duplicate or unapplied payments, proceed to Check 2 or Check 3 based on whether the payment has been exported.
2Delete a duplicate payment that has not been exported
If the duplicate payment has not been exported, delete it. See Delete a payment from Payments for steps.
✓ Done · After deleting the duplicate payment, the available credit on the customer profile should reflect the correct amount.
3Remove a duplicate payment that has already been exported
If the duplicate payment has already been exported, you cannot delete it directly. Follow the steps in Exported payment or credit can't be deleted to remove the exported credit.
✓ Done · After completing the exported payment removal workflow, the incorrect credit is cleared from the customer profile.
4Apply the unapplied credit to an invoice
If the credit is legitimate but needs to be applied to an outstanding invoice, see Apply available credit to an invoice for steps.
✓ Done · After applying the credit to the correct invoice, the available credit on the customer profile drops by the applied amount.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and customer ID
The amount of incorrect credit showing on the profile
Screenshots of the All Payments report showing the date range and payment details
Which checks from this article you already tried
Want to learn more?
Manage customer credits ›
For how to add, clear, move, or issue credits on a customer profile.
Unable to Apply Credit to Outstanding Balance ›
For when a credit exists but cannot be applied to an invoice.