Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, AR Management, Marketing Pro · All versions
What you're seeing
You have customers with unpaid invoices, and you want them to receive reminders about their outstanding balances. You are not sure whether ServiceTitan can send these reminders automatically, or how to follow up when it cannot. The need might be ongoing (every customer who falls behind) or a one-time push to a specific group.
Why this happens
This is not an error. ServiceTitan gives you more than one way to remind customers, and which one fits depends on what your account has:
Reason 1
You have Marketing Pro and want reminders to go out automatically, with no manual effort each time.
Reason 2
You do not have Marketing Pro and need to follow up with customers by hand.
Reason 3
You want to email outstanding invoices in bulk to a specific aging group right now.
Before you start
To send reminders automatically, you need Marketing Pro, which is a paid add-on. If you do not have it, use the manual paths in Check 2 or Check 3 instead.
You need Accounting access to view AR Management and the Invoices module.
How to fix it
Pick the path that matches your account and what you are trying to do.
1If you have Marketing Pro, automate the reminders with a campaign
Build a campaign in Marketing Pro that targets customers with outstanding balances and set it to send reminder emails automatically. A common setup is a past due invoice balance reminder that targets invoices with a balance over a threshold you choose and a job completed date in a past window (for example, 30 to 60 days ago, adjusted to your payment terms). For campaign strategy and audience examples, see the Marketing Pro Common strategies for email campaigns article, which includes a past due invoice balance reminder strategy.
✓ Done · If the campaign is active, customers with outstanding balances receive reminders automatically without further action from you.
2If you don't have Marketing Pro, follow up manually from AR Management
Go to the navigation bar and click Accounting.
In the side menu, click AR Management. A table shows customers with outstanding balances.
Use the filters to view specific statements.
When you are finished selecting filters, click Apply.
Click Filter on a column heading to narrow by specific details. For example, set Balance from $0.00 to $100 to see only customers with a balance of $100 or less.
✓ Done · A list of customers matching your criteria appears. You can follow up the way that suits your business: call them, email a copy of their statement, or print and mail it. You can also email or print statements in bulk from AR Management to save time.
3If you want to email outstanding invoices in bulk, use Invoice Aging
On the navigation bar, click Accounting.
In the side panel, click Invoices.
On the Invoices screen, click the Invoice Aging tab.
On the invoice aging bar, select an aging bucket to show outstanding invoices in that category.
Select the invoices you want to email.
Click Actions > Email Invoices.
On the Email Invoices screen, enter the Sender's Name and Sender's Email, review the subject and body and edit if needed, then click Send.
✓ Done · The selected customers receive their outstanding invoices by email.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name(s) and invoice number(s) involved
Whether you have Marketing Pro, and which method you tried (campaign, AR Management, or Invoice Aging)
What happened when you tried to send the reminders
A screenshot of the AR Management list or the Email Invoices screen
Which checks from this article you already tried
Want to learn more?
Send customer statements ›
Generate, email, or print customer statements individually or in bulk.
Common strategies for email campaigns ›
Marketing Pro email campaign strategies, including a past due invoice balance reminder.