---
title: "Can't tell which employee collected a payment"
slug: "how-to-determine-which-employee-collected-a-specific-payment"
updated: 2026-07-23T18:45:33Z
published: 2026-07-23T18:45:33Z
canonical: "help.servicetitan.com/how-to-determine-which-employee-collected-a-specific-payment"
stale: true
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Can't tell which employee collected a payment

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/anvil-wrench.png) Troubleshooting **Role:** Administrator · Bookkeeper · Office Admin**Area:** Accounting, Payments · All business types

## **What you're seeing**

You're looking at a payment and need to know which employee collected or entered it — often while reconciling a deposit, researching a discrepancy, or confirming who handled a transaction. The payment record itself doesn't show the employee's name on its main view. This can apply to a single payment you're investigating or several payments you're reviewing at once.

**Where you see it:** Accounting > customer or invoice payment record

**Where you fix it:** Reports > All Payments report, or Accounting > Accounting Audit Trail

## **Why this happens**

There is 1 common reason.

**Reason 1**

**The employee who created a payment record isn't shown on the payment's main screen by default.** ServiceTitan tracks this information in two places — the All Payments report (in the Created By column) and the Accounting Audit Trail — but you have to open one of those tools to see it.

## **How to fix it**

**Before you start**

To use the Accounting Audit Trail (Check 2), you need the **Allow view Audit Trail page** permission enabled. If you don't have it, contact your admin.

Run these checks in order. Most issues are resolved by Check 1.

### **1****Find the employee using the All Payments report**

Use this if you just need the name of the employee who entered the payment.

1. Go to the navigation bar and click **Reports**.
2. In the side menu, click **All Reports**.
3. Search for and click the **All Payments** report.
4. Use the filter options to narrow down the list of payments shown.
5. Click **Edit Columns**.
6. In the **Edit Columns** screen, select **Created By**.
7. Click **Apply**, then click **Run Report**.

> [!NOTE]
> **✓ Done ·** Find the payment in the report. The employee who created the payment record appears in the **Created By** column. You're done.

### **2****If you need a full action history, use the Accounting Audit Trail**

Use this if you need the complete action history for the payment, not just the name.

1. Go to the navigation bar and click **Accounting**.
2. In the side menu, click **Accounting Audit Trail**.
3. On the **Accounting Audit Trail** screen, set **Record Type** to **Payment**.
4. Use the search bar if you have the record number or payment ID.
5. Find the payment record and click **View Details**.
6. On the details screen, look for the **Created** entry under the **Action** column.

> [!NOTE]
> **✓ Done ·** The employee who created the payment record appears in the **Username** column. You're done.

## **Still not working?**

Contact ServiceTitan Technical Support at [**go.servicetitan.com/ask**](https://go.servicetitan.com/ask) with:

- The customer name and payment ID (or invoice number)
- The payment date and amount
- Which checks from this article you already tried
- A screenshot of the payment record you're investigating

## **Want to learn more?**

[**All Payments report template ›**](https://help.servicetitan.com/docs/all-payments-report-template) Reference for the All Payments report, including the Created By column.

[**Understand the Accounting Audit Trail ›**](https://help.servicetitan.com/docs/understand-accounting-audit-trail) Overview of the Accounting Audit Trail and how to read its entries.