SERVICETITAN · MEMBERSHIPS

Grow Recurring Revenue with Memberships

Build predictable revenue. Create membership plans, sell them in the office or field, and keep customers coming back with automatic renewals.

Jump to:Set Up Sell & Manage Troubleshoot Measure Impact

Set Up Memberships & Agreements

Create and price your membership plans

⚠︎ Plan pricing and included services before creating membership types. Changing pricing on an active membership type only affects new members — existing members keep their original terms. However, changes to the discount percentage and membership name do apply to existing members on future jobs and invoices.

a. Go to Settings > Invoicing > Membership Types and click Create Membership Type.

b. Enter the membership name, select duration (ongoing or fixed), and set the billing frequency (monthly, every other month, quarterly, bi-annually, annually, or upfront for fixed-duration). Configure discounts — choose flat percentage off all items, or set discounts by business unit or by pricebook category.

c. Under Billing, set the sale price, add a New Sale Task (the pricebook service item that activates the membership when added to an invoice), a Renewal Task (for fixed-duration memberships), and a Billing Template (for recurring billing invoices).

d. Under Recurrences, add the recurring service types included with the plan (e.g., annual tune-up, quarterly filter change). Set the event offset for when the first service visit should occur. Choose the revenue recognition mode: Point of Sale (recognize immediately) or Deferred (recognize as services are performed).

e. Review the Summary and click Save. The membership type is now available for your team to sell.

Create membership types Memberships Memberships concepts

Set up recurring billing for memberships

a. Go to Accounting > Recurring Billing. From the Create Run section, enter the start and end dates for your billing run and click Search Customers. Select the checkboxes for the recurring charges you want to bill. If the customer has a stored payment method on the membership, they are automatically charged.

b. To configure automatic billing rules, go to Accounting > Recurring Billing > Automatic Billing Rules. Set the billing schedule — the system processes billing runs daily via a background batch job for memberships whose next billing date has arrived.

c. To resolve a failed or unattempted payment, go to Accounting > Recurring Billing > Billing History. Click Failed Payment or Unattempted Payment to select the invoice and add payment information.

d. Enable customer notifications so customers receive receipts for successful charges and alerts for failed payments via Settings > Communications > Customer Notifications.

Process recurring billing for memberships and service agreements Set preferred payment methods for membership billing Manage automatic membership and service agreement billing rules

Configure deferred revenue recognition for memberships

⚠︎ Switching from Deferred to Point of Sale removes deferred revenue balances irreversibly — there is no undo.

a. Set up GL accounts in your accounting system — create a GL liability account for deferred membership revenue and a GL income account for recognized membership revenue.

b. Create the required pricebook service items for deferred revenue: a positive-dollar item to credit the income GL account and a negative-dollar item to debit the liability GL account. These paired items appear on recurring service invoices to trigger revenue recognition.

c. Configure an invoice template with both deferred revenue pricebook items and attach it to the recurring service type.

d. When creating or editing a membership type (under Recurrences > Revenue Recognition), select Deferred. The system can automatically calculate the deferred revenue amounts for each recurring service event based on the membership price and allocation.

Set up deferred revenue Create pricebook service items for deferred revenue Configure recurring service types for deferred revenue

Create a service agreement for a commercial customer

⚠︎ Service Agreements and Memberships are separate systems. Use Memberships for residential (high-volume, low-dollar, field-sold). Use Service Agreements for commercial (low-volume, high-dollar, office-negotiated with NTE limits, equipment-specific coverage, e-sign, and document templates). Do not use Memberships for commercial customers — you lose NTE tracking, equipment-specific coverage, and the document/e-sign workflow.

a. First, create a Service Agreement Template: go to Settings > Operations > Service Agreement Templates and click Add. Set the name, tag, revenue recognition method (Immediate or Deferred), billing pricebook service, and default values (duration, billing schedule, pricing logic, auto-renew).

b. Go to the customer record and open the Service Agreements section. Click Add Service Agreement. Select the agreement template and set the proposed start date, end date, and billing terms. For commercial customers, set the billing frequency to match their contract (upfront, monthly, quarterly, annually, or time of service).

c. Add the recurring services included in the agreement — specify the task type, frequency, locations, and any equipment covered. For commercial, attach specific equipment to the agreement.

d. The agreement is created in Draft status. Use the SA workflow to advance it: Draft → Sent → Accepted → Activated. You can attach a document template and use e-sign for customer approval. Once Activated, the agreement generates scheduled visits and billing automatically.

Service agreements Create a service agreement step 1: Summary and design Create SA document templates Add e-sign to service agreements

Sell & Manage Memberships

Sell a membership from the office

a. Open a customer's invoice or estimate and add the membership's New Sale Task from the pricebook. The sale task is a pricebook service item — adding it to an invoice activates the membership.

b. If the membership type includes multiple duration and billing frequency options, select the appropriate option for the customer.

c. Collect payment information — enter or verify the customer's credit card or bank account details for recurring billing. Set the preferred payment method on the membership for automatic billing.

d. Complete the invoice. The membership activates when the sale task is on a completed invoice. The customer receives a confirmation based on your notification settings.

⚠︎ You can also sell a membership directly from the customer or location record without a job in progress, or through a renewal estimate from the Follow Up screen.

Sell memberships from the office Basic memberships workflows

Sell a membership from the field

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.

Sell memberships in the ServiceTitan Field Mobile App Sell membership add-ons in the ServiceTitan Field Mobile App

Renew a customer's membership

⚠︎ Renewals create a new membership record linked to the original — they do not extend the existing membership's end date. Only use manual renewal for members without auto-renewal or those who need plan changes at renewal.

a. Go to Follow Up > Expiring Memberships. Use the filters to find memberships approaching expiration by business unit, membership type, date range, or opportunity status.

b. To renew in bulk, select the memberships and click Bulk Edit > Build Estimates to generate renewal estimates. Then follow up with customers to convert the estimates.

c. To renew individually, open the customer record, click the membership, and click Renew Membership. Select the renewal task and duration/billing option, then click Create. Alternatively, add the renewal task to any in-progress job invoice.

Renew a membership Follow up on expiring memberships Generate, print, and email membership renewal estimates

Schedule recurring service visits

a. Go to Follow Up > Recurring Service Events. This screen shows all recurring service events due for active memberships. Use filters to narrow by business unit, membership type, or date range.

b. Click a recurring service event to book it into a job. The event includes pre-populated service and customer details (based on the recurring service type configuration), making it fast for CSRs to schedule.

c. You can also book recurring service events from the Call Screen when a member calls in, or directly from the customer's location record under Recurring Events.

d. To dismiss events that won't be completed, select them and click Dismiss. Note: if using deferred revenue, dismiss events individually — bulk dismiss does NOT trigger revenue recognition.

⚠︎ For high-volume membership programs, use Adaptive Capacity to limit maintenance bookings to specific time slots (e.g., "max 30% of capacity"), ensuring high-margin emergency calls aren't blocked by low-margin tune-ups. Pair with Marketing Pro + Scheduling Pro to send automated "Book Now" links so customers self-schedule.

Manage recurring service events Dismiss multiple recurring service events Book recurring service events on the Call Screen

Monitor upcoming renewals and expirations

a. Go to Follow Up > Expiring Memberships. Use the filters to view memberships by opportunity status: Not Attempted, Unreachable, Contacted, Won, or Dismissed.

b. Review the list regularly. Sort by expiration date to prioritize outreach to members whose renewals are approaching. Click the Opportunity Status to open the membership and contact the customer.

c. Use Bulk Edit to build renewal estimates, set renewal memberships, or print estimates in bulk for outreach campaigns.

d. Also monitor Follow Up > Expiring Credit Cards to proactively update payment methods before they expire and cause billing failures.

⚠︎ Enable Membership Renewal Protection to automatically update expired credit card tokens via the card networks. This feature requires ServiceTitan Payments (ST Pay) as the active processor — it does not work with third-party gateways.

Follow up on expiring memberships Membership renewal protection Set preferred payment methods for membership billing

Troubleshoot Membership Issues

Troubleshoot: Membership billing failed

a. Go to Follow Up > Expiring Memberships and look for memberships with billing failures. You can also check for billing errors from Accounting > Recurring Billing > Billing History after running a billing cycle.

b. Check the payment history for the specific error. Common billing error causes include: expired card, insufficient funds, invalid payment details, no payment method on file, business unit doesn't support stored payments, or the billing template contains material or equipment items (not allowed on membership billing invoices).

c. Contact the customer to update their payment method. Update the payment method on the customer's membership record, then retry billing.

d. If the retry succeeds, the membership billing resumes on schedule. If it fails again, verify the payment details with the customer and your payment processor.

Process recurring billing for memberships and service agreements Memberships home

Troubleshoot: Expired card preventing auto-renewal

a. Go to Follow Up > Expiring Credit Cards to identify customers with payment methods expiring soon. Cross-reference with Follow Up > Expiring Memberships to find members at risk of failed renewals.

b. Open the customer record and check the payment method on the membership. If the card has expired, auto-billing and auto-renewal will fail.

c. Contact the customer to collect updated card information. Update the payment method on the customer's membership record, then retry billing.

d. To prevent this systemically, enable Membership Renewal Protection — this automatically updates expired card tokens via the card networks before billing runs. Requires ServiceTitan Payments (ST Pay) as the active processor.

Membership renewal protection Set preferred payment methods for membership billing

Measure the impact

Growth

Active membership count

Track active memberships and sales trends using built-in reports.

Follow Up > Expiring Memberships ↗

Revenue

Monthly recurring revenue (MRR)

Run a Membership Summary report to track recurring revenue. Declining MRR signals churn or billing failures that need attention.

Reports > All Reports ↗

Retention

Membership renewal rate

Compare renewed vs. expired memberships. A low renewal rate may indicate pricing issues, missed follow-ups, or billing failures.

Follow Up > Expiring Memberships ↗

Billing

Failed billing rate

Track billing failures and proactively update expired cards. High failure rates mean lost revenue.

Follow Up > Expiring Credit Cards ↗

Pull-Through

Pull-through revenue per maintenance visit

Track estimates sold during recurring service visits. The true value of a membership is additional repair and replacement revenue from maintenance visits.

Reports > All Reports ↗

Deferred Revenue

Deferred revenue balance accuracy

If using deferred revenue, reconcile the deferred revenue account against the active membership liability report at each month-end close.

Reports > All Reports ↗