Troubleshooting
Role: Administrator · Office manager · AccountantArea: Customer Portal (New Customer Portal) · Settings > Communications · All versions
What you're seeing
Your customers report they can't view or download their invoices in the Customer Portal.
Why this happens
Invoice access in the portal is controlled by settings on your side. Once access is set correctly, invoices become available.
There are three common reasons.
Reason 1
The Customer Portal isn't enabled for the relevant business units.
If the Customer Portal isn't turned on, or the business units tied to the customer's jobs aren't selected, those customers can't view or download their invoices.
Reason 2
The customer's portal user is set to non-billing access.
A portal user's access to invoices is controlled by the Billing Access setting. When a user is set to Non-Billing Access, they're restricted from seeing invoices, estimates, and service agreements — which is the usual reason a portal looks "empty."
Reason 3
The invoice never had a balance above $0.
The portal doesn't display invoices that never had a balance greater than $0. If a specific invoice was always $0, it won't appear in the portal by design.
How to fix it
Run these checks in order.
1Enable the portal and select business units
Go to Settings > Communications > Customer Portal.
Enable the Customer Portal. (For setup details, see the Customer Portal overview.)
Scroll to Allow customer portal user to view and download invoices for jobs associated with the following business units and select the business units associated with your jobs.
✓ Done · Customers in the selected business units can now view and download their invoices.
2Confirm the portal user has billing access
A portal user's access to invoices is set by the Billing Access dropdown, found on the Customer Portal table of the customer (or location) record, and also under Settings > Communications > Customer Portal > User Management (expand the user).
Open the customer or location record for the affected portal user, or find them in User Management.
Check the Billing Access dropdown. It has three options:
Billing Access — the user can see and download invoices (and estimates and service agreements) for that record.
Non-Billing Access — the user is restricted from seeing or interacting with invoices, estimates, and service agreements. This is the usual reason a portal looks "empty."
No Access — the user can't access that customer record at all.
Set the user to Billing Access and save.
Note: For a customer with multiple locations, each location can have its own Billing Access setting, and the location-level setting overrides the customer-level one. If invoices are missing for one location only, check that location's Billing Access even when the customer level is set to Billing Access.
✓ Done · With billing access enabled for the relevant record or location, the customer can view and download invoices in the portal.
3Confirm the invoice ever had a balance
Use this if every invoice appears except one specific invoice.
The portal doesn't display invoices that never had a balance greater than $0. If the missing invoice was always $0, it won't show in the portal by design.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
Whether all customers are affected or just one
The specific invoice number(s) the customer expects to see
The business unit associated with those jobs
The portal user's Billing Access setting (and, for multi-location customers, the setting on the relevant location)
Which checks from this article you already tried
Want to learn more?
Customer Portal overview ›
Overview of the Customer Portal and what customers can view and do there.
Set up and customize the New Customer Portal ›
Step-by-step setup and configuration for the New Customer Portal.