⚠︎ Set up your membership types before selling. Each type defines the duration, price, and recurring service tasks included in the plan. Account configuration is required to use the membership pricing table — contact Technical Support for details.
a. Go to Settings > Invoicing > Membership Types and click Create Membership Type.
b. Enter the membership name and assign membership tags. Set the duration (ongoing or fixed) and billing frequency (monthly, every other month, quarterly, bi-annually, annually, or upfront for fixed-duration plans). You can create multiple duration and billing frequency options for a single membership type.
c. Configure discount settings. Choose a discount mode: a flat percentage off all qualifying items, different percentages per business unit, or different percentages per pricebook category. Set the discount amount and which items it applies to.
d. In the Billing section, set prices for selling, renewing, and ongoing billing. Assign the new sale task (a pricebook service item that activates the membership when added to an invoice), the renewal task, and the billing template.
e. In the Recurrences section, add recurring service types for the maintenance visits included with the membership. Choose the revenue recognition mode — either Point of Sale (immediate) or Deferred Revenue.
f. Review the Summary, then click Save. Repeat for each membership tier you want to offer (e.g., Basic, Premium, VIP).
⚠︎ Edits to membership types do not affect existing memberships, except for member discounts and deferred revenue recognition changes. For example, changing the monthly billing price only applies to future memberships.
⚠︎ Billing runs are batch-driven (daily), not real-time. Status transitions (e.g., Active → Expired) happen via daily batch jobs, not at the exact expiration moment. Manual billing runs can also be created from Accounting > Recurring Billing.
a. Billing frequency is configured per membership type during creation (Step 1). For memberships with recurring billing (monthly, quarterly, etc.), the system automatically generates billing invoices based on the billing template you assigned.
b. Ensure the customer has a payment method on file before enabling auto-billing. The billing engine charges the saved payment method (tokenized) when the billing invoice is generated.
c. Set up billing retry rules for failed payments. The system can retry charges on a configurable schedule.
d. Configure customer notifications so customers receive billing receipts and failed payment alerts automatically via Settings > Communications > Customer Notifications.
⚠︎ If you use accrual accounting, configure deferred revenue before creating membership types. Switching from Deferred to Point of Sale removes deferred revenue balances irreversibly — there is no undo. Plan carefully and reconcile all DR balances before switching.
a. Set up a GL liability account for deferred membership revenue and a GL income account for recognized membership revenue in your accounting system (QuickBooks or Intacct). Map these accounts in Settings > Accounting > General Ledger Accounts.
b. Create two pricebook service items for deferred revenue: a positive item (debits deferred revenue from the liability account) and a negative item (credits the revenue in the income account). These items appear on recurring service event invoices.
c. Configure invoice templates with the deferred revenue billing items from your pricebook, then assign these templates to your recurring service types.
d. In the Membership Type wizard (Settings > Invoicing > Membership Types > Recurrences), select Deferred Revenue as the revenue recognition mode. The system can auto-calculate deferred revenue per visit based on the Allocation field.
⚠︎ Deferred revenue does NOT flow through standard invoice GL entries. DeferredRevenueEventInvoiceItem records are the source of truth. You cannot get accurate recognized revenue from invoices alone for deferred-mode memberships. Use the Customer Memberships report to track deferred revenue.
⚠︎ Deferred revenue membership data cannot be imported — you cannot import memberships with deferred revenue via data import. Bulk dismiss of recurring service events does NOT trigger DR recognition (must dismiss individually).
⚠︎ Memberships and Service Agreements are separate systems with different modules, entities, and workflows. Use Memberships for residential (B2C, high volume, low dollar). Use Service Agreements for commercial (B2B, low volume, high dollar, asset-specific coverage, NTE limits). Do not use both without a clear policy defining which is for what segment.
a. Open the customer record, go to the Service Agreements section, and click Create Service Agreement.
b. Select the agreement template (configured in Settings > Operations > Service Agreement Templates), set the start and end dates, and define the billing terms. SA billing options include: upfront, monthly, every other month, quarterly, biannual, annual, or time of service (per-visit invoicing).
c. Add the recurring service tasks — specify the job types, frequency, and any equipment covered. For commercial agreements, specify exactly which serialized assets are covered.
d. Review the agreement summary. The SA follows a negotiation lifecycle: Draft → Sent → Accepted → Activated. Send the agreement for e-sign if applicable, then activate it. The agreement will generate scheduled service visits automatically once activated.
a. You can sell a membership by adding it to an invoice or estimate, or you can sell one directly from the customer record without booking a job.
b.From an invoice or estimate: Open the invoice or estimate, click Add a task (invoice) or + Task (estimate), and search for the membership sale task. Select the duration and billing frequency option if the type includes multiple options.
c.From the customer record (no job required): Open the customer or location record and click Sell Membership. In the Create Membership Sale Invoice popup, select the business unit, the membership sale task, and the duration/billing option. Choose whether to apply discounts and recurring services to all service locations or a specific location. Click Create.
⚠︎ The "Sell or renew membership from customer or location" permission is required to sell memberships without booking a job. Contact the account administrator to enable this permission.
d. Complete the sale by processing payment. Adding the membership sale task to the invoice activates the membership.
a. From the Field Mobile App, open the active job and tap the Estimates or Invoice tab.
b. Tap Add Items (estimate) or Add > Invoice Item (invoice). In the pricebook, find the membership sale task — identified by the Membership Sale tag — and tap Add. Select the duration and billing frequency if multiple options exist.
c. Present the benefits to the customer. The member price is shown, highlighting the savings.
d. Tap Add to Estimate or Add to Invoice to activate the membership. Collect the customer's payment information on the device.
⚠︎ Memberships with recurring billing and auto-renewal enabled renew automatically via a daily batch job. The auto-renewal timing is controlled by the "Days Before Expiration to Renew" setting on the membership type. Only manually renew memberships that were paid upfront, have expired billing methods, or have auto-renewal disabled.
⚠︎ Renewals create a new CustomerMembership record — they do NOT extend the end date on the existing one. The old and new records are linked via the RenewedBy field.
a. Go to the customer record and open the Memberships section. Find the membership that needs renewal.
b. Click Renew Membership. Confirm or update the membership type, duration, and pricing for the new term.
c. Collect payment or verify the card on file, then click Save. The new membership record is created with Active status, and new recurring service events are generated.
a. Recurring service events are pre-generated automatically based on the recurring service types configured on the membership. No manual generation is required.
b. Go to Follow Up > Recurring Service Events to view upcoming events. Each event includes customer and service details, making it easy to book them into jobs.
c. Click on an event to book it into a job, or use the Call Screen to book recurring service events during inbound calls. Adjust individual visits if needed before dispatching.
d. For service agreements, go to the agreement dashboard and open the Visits section. For SA visits, navigate to Follow Up > Service Agreement Visits.
a. Go to Follow Up > Expiring Memberships. Use the filters to view memberships by expiration status.
b. Sort by expiration date to prioritize outreach. Memberships expiring within 30 days should be contacted for renewal.
c. Click a membership to view details, then call the customer or send a renewal reminder. Update the membership status after follow-up.
d. Also check Follow Up > Expiring Credit Cards to proactively update payment methods before they expire and cause billing failures.
⚠︎ To reduce passive churn from expired credit cards, enable Membership Renewal Protection. This feature auto-updates expired card tokens via the card networks. Prerequisite: Membership Renewal Protection requires ServiceTitan Payments as the active processor — it does not work with third-party gateways.
a. Go to Follow Up > Expiring Memberships and filter for memberships with billing issues. Also check Follow Up > Expiring Credit Cards for payment method problems.
b. Open the affected membership record and check the payment history for error details. Common billing error causes include: no billing template configured, no payment method on file, expired or invalid payment method, business unit not supporting stored payments, or payment processor issues.
c. Contact the customer to update their payment method. Once updated, retry the billing run. Manual billing runs can be created from Accounting > Recurring Billing > Create Run > enter the start and end dates for your billing run and click Search Customers.
d. If the retry fails again, verify the card details are correct and the payment processing configuration is active in Settings > Integrations > Payment Processing.
a. Go to Follow Up > Expiring Credit Cards to see all customers with expiring or expired payment methods. You can also check the customer record's payment information.
b. If Membership Renewal Protection is enabled (requires ST Payments), the system attempts to auto-update expired card tokens via the card networks. Verify this feature is active. If using a third-party gateway, this feature is not available — you must contact the customer manually.
c. Contact the customer to collect an updated payment method. Add the new card to the customer's payment methods on file.
d. Return to the membership. If the membership shows as Expired, you will need to create a new membership (renewals create a new record). If billing simply failed, update the payment method and retry.
⚠︎ Membership status transitions are batch-driven (daily). An expired membership may not show the "Expired" status until the daily batch runs. There is no real-time status change at the exact expiration date.