Access and login
What can I do if I can’t log in to Enterprise Hub?
Follow one of the steps below:
Enter your username (not your email address) to log in.
Click Forgot Password? on the login page and follow the instructions.
If you receive an error during password reset, contact technical support immediately.
Make sure you’re using the correct URL: enterprise-hub.servicetitan.com.
Try accessing Enterprise Hub in Google Chrome incognito mode, then clear your browser cache.
Why can’t I log into the Next environment even though I can access the live Enterprise Hub?
If you can log into live Enterprise Hub but not Next:
Make sure you’re using the correct URL: enterprise-hub-next.servicetitan.com.
Use the same Enterprise Hub credentials as the live (GO) environment.
If you recently changed your password in the GO environment, note that passwords sync to Next weekly on Fridays.
Try changing your password in the GO environment again, then attempt to log into Next.
If issues persist, contact technical support.
How do I get access to Enterprise Hub?
If you are in the Onboarding stage, reach out to your Onboarder. If you are in the Success stage, reach out to your Customer Success Manager.
What can I do if the newly created user can’t see the activated account email?
Click Resend in the User Management module and the system will send a new activation email.
What should I do if my email is already in use by individual tenants when creating an Enterprise Hub user?
If a user’s email is already in use by a ServiceTitan tenant, creating an Enterprise Hub user with the same email will result in automatic mapping rather than merging. This means the Enterprise Hub user and tenant-level user remain separate but are linked. This allows the Enterprise Hub user to access the tenant with the same permissions and data as the existing tenant-level user. If the tenant wants to preserve the original tenant user’s information and allow future reversion to tenant-only access, we recommend creating the Enterprise Hub user using the same email address.
What should I do if I get an “invalid username” error when logging into Enterprise Hub Next?
Confirm you’re using enterprise-hub-next.servicetitan.com.
Verify you’re entering your Enterprise Hub username, not tenant credentials.
Password changes must be made in the live Enterprise Hub environment first.
What can I do if my tenant can’t log in to Enterprise Hub?
Review the troubleshooting steps in the Sign-in issues for a specific tenant in Enterprise Hub article.
Do customers need new credentials for Enterprise Hub or can they use their ServiceTitan credentials?
Enterprise Hub users have new credentials that allow access to multiple tenants from one location. Tenant (GO) credentials don’t work for Enterprise Hub.
How do I reset my password for Enterprise Hub?
Click Forgot Password?
Follow the password reset instructions sent to your email.
Note: Enterprise Hub passwords are separate from tenant passwords.
How can I fix or delete an account invite if I sent it to the wrong user email address in Enterprise Hub?
You can’t fix or delete an account invite. Please contact technical support to remove the account.
Can I use special symbols in my Username and Name?
No, please avoid using special symbols when creating a Username and a Name.
If I didn’t use the exact email address for an existing ServiceTitan (ST) user, how can I link the newly created Enterprise Hub user to the original ST account, and how do I remove the extra ST user?
Before creating a user in Enterprise Hub, ensure email addresses are up-to-date in ServiceTitan.
If you created the wrong email address:
Ensure the emails match between the tenant user and the Enterprise Hub user.
If the emails don’t match, update the tenant user’s email to match the Enterprise Hub user's email.
Reassign the tenant to the Enterprise Hub user. The user is now automatically mapped to Enterprise Hub.
How do I fix login issues when accessing the Enterprise Hub tenant page in ServiceTitan through Okta?
Open Google Chrome Incognito mode.
Use the correct link.
If Incognito works, clear your browser cache. If Incognito doesn't work, please contact Technical Support for details.
How do I update the email address for an Enterprise Hub user?
Create a new Enterprise Hub user account with the updated email address.
Assign all necessary tenants to the new user account.
Deactivate the old user account with the previous email address.
Important: Reports, dashboards, and shared content must be reshared with the new user.
What should I do if I get an “Error occurred during password reset” message?
Contact technical support and provide:
Your username
The exact error message
Don’t attempt multiple password resets, as this can temporarily lock your account.
Why am I getting a “Code sending failed” message during password reset?
Verify the email address is correct.
Check spam or junk folders.
If emails aren’t received, contact your administrator or technical support.
What should I do if I get a “Forbidden” or authentication error when logging in?
Open Google Chrome in Incognito mode.
Clear your browser cache and cookies (select All time).
Try logging in again.
If the issue continues, contact technical support.
I’m getting a “Not ready yet” error when accessing a tenant. What should I do?
Try Incognito mode.
Clear your browser cache.
Access the tenant directly at go.servicetitan.com.
If the issue persists, contact technical support.
User Management
When User Roles are enabled, can a new tenant-level user be created?
Yes. User Roles only impact Enterprise Hub users, there is no impact on tenant-level operations.
How can I change the Dispatcher role from Enterprise Hub role source to ServiceTitan individual role?
Please contact technical support for details.
Is there a Next environment for Enterprise Hub users?
Yes, currently we have the Next environment available for Enterprise Hub users. For more, see Use Enterprise Hub Next.
How do I deactivate or delete a user from the Enterprise Hub?
You can’t delete a user, you can only deactivate them.
In Enterprise Hub, go to User Management > Users.
Click the Actions dropdown and select Deactivate.
Can I deactivate a role in Enterprise Hub?
No, you can’t. Instead, rename the role, reassign it to all existing users, link it to the new permission set, and use it for new users. For more, see Edit user roles.
How do I transfer an Enterprise Hub user to a local tenant user when their role changes?
Deactivate the user in Enterprise Hub.
Activate the user in the tenant.
Ask your customer success manager to change the role to a tenant level role.
This process lets you move users from Enterprise Hub to local tenant access.
Can I delete user roles and users in Employee Hub to clean up my lists?
No, you can't. For now, repurpose existing roles instead of creating new ones.
Is there a Practice environment for Enterprise Hub users?
No, there isn't. Enterprise Hub supports only Production and Next environments.
Can I deactivate unused roles in ServiceTitan to prevent administrators from selecting them?
You can’t deactivate roles in ServiceTitan, but you can rename unused ones, for example, Do Not Use, to prevent them from being selected.
What can I do if the newly created user can’t see the activation email?
In User Management, click Resend to send a new activation email.
What should I do if the email address already exists when creating a user?
If the email is already in use:
The user may exist in another Enterprise Hub network.
Automatic mapping occurs if the email matches an existing tenant user.
Use a different email address or contact technical support for assistance.
How do I map/link an Enterprise Hub user with an existing tenant user?
Ensure email addresses match exactly.
Update the tenant user’s email if needed.
Unassign the tenant from the Enterprise Hub user.
Reassign the tenant to trigger automatic mapping.
Why can’t I see a user in Enterprise Hub even though they have an Enterprise Hub role in a tenant?
This usually means the user belongs to a different Enterprise Hub network. Contact technical support to verify or transfer the user.
Tenant Management
What can the user do if they don’t see the tenant name near the ServiceTitan logo when they are logged in to the tenant account through the My Tenants module?
The user should contact the technical support to activate the showcompanyname feature gate.
Will a user’s permission be editable directly in a tenant?
When User Roles are enabled for a network, all Enterprise Hub users will only be editable in Enterprise Hub. A direct-tenant permission change will not be allowed for an Enterprise Hub user.
How do I copy reports from one tenant to another in Enterprise Hub?
You can push and pull reports between Enterprise Hub and single tenants. This is the preferred option.
You can also Contact technical support to set up a Template Tenant. Use your Template Tenant to create reports and then push them from one tenant to another with TitanExchange. For more see TitanExchange in Enterprise Hub.
How do I know which tenant is the template tenant to push from in Enterprise Hub?
To identify the template tenant:
Impersonate a user from the relevant network. This ensures you have the correct permissions and access to view the tenant details.
Go to TitanExchange in Enterprise Hub.
Open the filter dropdown menu.
Expand the filter options to view the list of tenants. The template tenant name is visible in the expanded filter list.
Note: Template Tenant is marked with the
icon.
Why can’t I access a specific tenant through Enterprise Hub?
Try Incognito mode and clear your cache.
Verify the tenant is assigned to your user.
Confirm your user account is active in that tenant.
If issues persist, contact technical support.
Why don’t I see any tenants in my Enterprise Hub account?
Clear your browser cache.
Verify tenant assignments in User Management.
Confirm your role includes View permissions for My Tenants.
Will a user’s permissions be editable directly in a tenant?
No. When User Roles are enabled, Enterprise Hub users must be managed in Enterprise Hub.
Can I see if a tenant is attached to multiple Enterprise Hub networks?
Tenant admins can view this in Settings > Integrations > Enterprise Hub within the tenant.
TitanExchange Template tenants
How do I copy reports from one tenant to another?
Use TitanExchange in Enterprise Hub to push reports from a Template Tenant.
How do I know which tenant is the Template Tenant?
Impersonate a network user.
Go to TitanExchange.
Open the filter dropdown.
The Template Tenant is marked with an icon.
Are the TitanExchange section in my ServiceTitan account and the Enterprise Hub TitanExchange module the same?
No.
Enterprise Hub uses a push model.
Tenant TitanExchange uses a pull model.
How do I change a template tenant in TitanExchange?
Open TitanExchange in Enterprise Hub.
Select Template Tenants.
Click Change Template Tenants.
Other
What should I do if I see an Error occurred status for a user?
Please, contact technical support.
What should I do if Enterprise Hub isn’t showing updated data?
Open Google Chrome.
Click the three-dot menu in the upper-right corner.
Go to Settings > Privacy and security > Clear browsing data.
In the pop-up window that opens:
Select the Time range.
Check Cookies and other site data and Cached images and files.
Click Clear data.
Restart your browser and log back into Enterprise Hub.
What is my username for Enterprise Hub?
Your username is your work email address. If you’re unsure or unable to log in, please contact your administrator for assistance.
Can I see if a tenant account is attached to multiple Enterprise Hub (EH) networks, and which ones it’s connected to?
A user with the Admin role in the tenant can view this information by navigating to ServiceTitan's Settings → Integrations → Enterprise Hub. All Enterprise Hub networks that the tenant is connected to will be displayed there.
Why is ServiceTitan opening the wrong tenant when making manual calls in the Centralized Contact Center in Enterprise Hub?
You must initiate outbound calls using Click-to-Call in ServiceTitan to ensure calls are correctly recorded and the right tenant screen pops display in the Centralized Contact Center.
Can a business use Enterprise Hub if the locations are separate but have the same owner?
Yes, they can. Enterprise Hub supports businesses who have two or more tenants.
Can a tenant with Contact Center Pro leave Enterprise Hub, and how do they move them to their own individual Enterprise Hub?
Tenants with Contact Center Pro must stay in Enterprise Hub. To move from a shared to a dedicated Enterprise Hub, you must contact the Contact Center Pro (CC Pro) team. They will re-use the existing Enterprise Hub Network structure for the single tenant.
Is there a way to get API access for Enterprise Hub integrations?
No, there isn't. Enterprise Hub only allows to centrally manage API Keys. For more, see Manage API credentials through Enterprise Hub.
Can I enable Marketing Pro for one user in Enterprise Hub?
Enterprise Hub applies any permission you enable for a user role to all users assigned to that role.
To give access to only one user, create a new user role, enable the Marketing Pro permission, and assign that role to the specific user.
Why can’t I see or manage permissions for certain Enterprise Hub (EH) users?
You can’t manage these users because they may belong to a Partner Network, such as external call centers or marketing agencies, or they may not belong to any network but still use external services.
Instead of creating individual user accounts for each external agent, the tenant is added to a Partner Network. Because these users are managed externally, they don’t appear in your Enterprise Hub user list, and their permissions are maintained by ServiceTitan to ensure security. To learn more about Partner Networks, please contact your Customer Success Manager (CSM) or Technical Support.
Can I use Enterprise Hub credentials for mobile apps?
No. Mobile apps require tenant-specific credentials.
Can businesses with separate locations but the same owner use Enterprise Hub?
Yes. Enterprise Hub supports businesses with two or more tenants.