---
title: "Customer profile shows incorrect available credit"
slug: "customer-profile-shows-incorrect-available-credit"
updated: 2026-07-08T22:06:14Z
published: 2026-07-08T22:06:14Z
canonical: "help.servicetitan.com/customer-profile-shows-incorrect-available-credit"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer profile shows incorrect available credit

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/anvil-wrench.png) Troubleshooting **Role:** Administrator · Bookkeeper · Office Admin**Area:** 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.

### **1****Review payment history for duplicate or unapplied payments**

1. Search for and open the customer profile with the incorrect available credit.
2. Click the **More** icon and select **Collect Payment**.
3. On the Collect and Apply Payments screen, click **View Payment History** at the top right.
4. On the All Payments screen, set a payment date range and payment status, then click **Run Report**.
5. 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).

> [!NOTE]
> **✓ Next ·** If you found duplicate or unapplied payments, proceed to Check 2 or Check 3 based on whether the payment has been exported.

### **2****Delete a duplicate payment that has not been exported**

1. If the duplicate payment has not been exported, delete it. See [**Delete a payment from Payments**](https://help.servicetitan.com/docs/en/edit-or-delete-payments-on-invoices#delete-a-payment-credit-from-payments) for steps.

> [!NOTE]
> **✓ Done ·** After deleting the duplicate payment, the available credit on the customer profile should reflect the correct amount.

### **3****Remove a duplicate payment that has already been exported**

1. 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**](https://help.servicetitan.com/docs/how-to-delete-an-exported-payment) to remove the exported credit.

> [!NOTE]
> **✓ Done ·** After completing the exported payment removal workflow, the incorrect credit is cleared from the customer profile.

### **4****Apply the unapplied credit to an invoice**

1. If the credit is legitimate but needs to be applied to an outstanding invoice, see [**Apply available credit to an invoice**](https://help.servicetitan.com/docs/en/apply-credit-or-payment-to-an-invoice) for steps.

> [!NOTE]
> **✓ 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**](https://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 ›**](https://help.servicetitan.com/docs/how-to-add-a-credit-to-a-customer-profile) For how to add, clear, move, or issue credits on a customer profile.

[**Unable to Apply Credit to Outstanding Balance ›**](https://help.servicetitan.com/docs/en/unable-to-apply-credit-to-outstanding-balance) For when a credit exists but cannot be applied to an invoice.