Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Accounting, Reports · All business types
What you're seeing
An invoice shows as unpaid — with an open balance — on your AR report, but the same invoice shows as paid on the customer profile. The two views disagree about whether the invoice still owes a balance.
Where you see it: Reports > AR report (for example, AR Transactions By Customer or AR reconciliation)
Where you fix it: The invoice record (after Technical Support unlocks it, if needed)
Why this happens
There is 1 common reason.
Reason 1
An imported invoice is missing a proper invoice date.
This commonly happens with an invoice that was imported into ServiceTitan (for example, during onboarding from another system) and doesn't have a proper invoice date. An imported invoice with a missing invoice date keeps showing on AR reporting even though the payment already recorded on the customer profile. Imported invoices are often locked, which is why the date can't be changed without help.
How to fix it
Confirm the invoice was imported, have Support unlock it if needed, then assign an invoice date.
1Unlock the imported invoice and assign an invoice date
Use this if the invoice was imported into ServiceTitan and has no proper invoice date.
Check whether the invoice was imported (rather than created in ServiceTitan). An imported invoice with a missing invoice date is the usual cause.
If the invoice was imported and locked, contact Technical Support at go.servicetitan.com/ask to unlock it.
Once the invoice is unlocked, assign a correct invoice date to it. This removes the invoice from AR reporting.
✓ Done · After the invoice date is assigned, the invoice no longer shows as unpaid on the AR report, matching the paid status on the customer profile.
Still not working?
If the invoice still shows unpaid on the AR report after assigning an invoice date — or if it wasn't imported in the first place — contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The invoice number and the customer name
The invoice date currently on the invoice (note if it's blank or shows a placeholder date)
Where you see the conflict (which AR report vs. the customer profile)
Whether the invoice was imported, and whether it's locked
The payment shown on the customer profile (amount and date)
Want to learn more?
Customer shows a $0 total in the AR Transactions By Customer report ›
Related AR report discrepancy involving customer totals.
Manage accounts receivable with the AR Management tool ›
Recommended workflow for managing accounts receivable.