General
When I book recurring service jobs (membership appointments), I see positive and negative tasks on the invoice. What's the purpose of the + / - tasks?
This means your office has set up deferred revenue.
The + / - tasks on the recurring service invoice template are there to recognize deferred revenue. The positive task credits an income general ledger (GL) account while the negative task debits the liability GL account where revenue is deferred. In most cases, the amount of these tasks is automatically calculated by ServiceTitan.
Note: Do not make changes to these tasks without consulting your accountant.
When you book recurring service jobs (membership appointments), can extra services (non-membership items) be added to the invoice?
Yes, once the recurring service is booked, non-membership items can be added to the invoice.
While a technician is performing a recurring service, the customer may ask for additional work to be performed while the technician is at the job site. These items should be added to the invoice.
Any items added to the invoice will be treated as a regular charge to the customer (not as part of membership billing).
How far in the future can I book recurring events?
By default, this configuration is set to 12 months. To view or edit default job settings for a recurring service, go to Settings 
> Invoicing > Recurring Service Types. The limit of this configuration is 36 months, however booking recurring service events past 12 months may impact your account performance and is not recommended for most ServiceTitan accounts.
What's the difference between Membership Savings and Potential Savings?
Memberships typically include discounts on invoice items. Printed invoices can be configured to show the amount of savings a member received compared to standard pricing. Non-member invoices show the potential savings they could have received if they were a member. Because discounts vary between membership types, the potential savings is usually a range of amounts. For more, see Apply membership discounts.
How do I stop a service task from automatically creating a membership?
Check the membership task to see if they're set to create a membership in Pricebook. Find and edit the service task > Workflow. If so, change the workflow to Do Nothing to prevent future issues. To learn more, see If a customer already had an existing membership, why was another one created?
Customer Membership Status
Is it possible to restore a deleted membership?
It's intended for customer memberships to stay hidden and inactive when deleted. There is no way to make a deleted membership reappear. To prevent an office user from deleting a membership, you can remove their Edit Customer Membership permission, but removing this permission removes their ability to edit active customer memberships.
What happens when membership gets suspended? How does a suspended status affect billing and recurring services?
Suspended memberships are essentially paused from billing and shouldn't appear in the Charge Members module or be charged in automatic billing runs. Recurring events are bookable for suspended memberships from the customer's membership profile and in the Follow Up tab. If the membership needs to resume, you can manually edit the customer membership page, and change the Status dropdown back to Active.
If membership is canceled, is it expected for the recurring services and events to disappear?
In this case, only recurring events with a Not Attempted or Dismissed status should disappear. Recurring events that have been booked into a job with any job status, and recurring events where there are follow-ups logged in should stay visible in the customer's membership.
How do we remove recurring events from the location profile if updating the membership status doesn't remove them?
If the recurring event, regardless of job status, is booked into a job or if a follow-up is logged in, it will stay visible on the location even after the membership is expired or been canceled. The exception to this is to delete a membership, which should deactivate all associated events regardless of event status. If changing the membership status doesn't remove the recurring events, dismiss them by going to the customer or location profile, and clicking Recurring Service Events > Dismiss. For more information, see Manage recurring service events.
Why did the membership that I just sold disappear?
This can happen if the membership sale or renewal task is deleted from the invoice where it is sold. When you delete a sale or renewal task, it will also delete the membership that is generated from it.
Why didn't the customer's membership tag disappear from their location profile after the membership expiration?
If the membership tag is set up in the membership type settings in Settings > Invoicing > Membership Types > Edit Membership Type > BASICS > Tags, then the tag automatically will appear on the customer or location profiles while the membership is active, and the tag will disappear after the membership expires or is canceled or deleted or suspended.
You should manually delete the tag from the location profile. Or, it should be the Data Team that can remove the tag if it has been applied to many locations.
Recommended:
If the membership tag is set up in the membership sale or renewal task in the Workflow tab in Pricebook > Services > Edit task > Workflow tab > Apply X tag to X, then the tag is associated with the task itself and not the membership. With this setup, the tag should still appear on the location profile or where it was set up in Pricebook after the membership expires.
NOT recommended:
Is there a way to report on expired memberships that have not been renewed to either the same membership type or a different membership type?
The Customer Memberships dataset has Membership Status and Renewed Into KPIs, so you can create a custom report from that and filter the Membership Status to be Expired and the Renewed Into column to be Is empty to capture all the customers with Expired memberships that haven't been renewed. It should also show each membership that a customer has in case they have multiple.
If you renew from the Expiring Memberships tab in Follow Up, you can also use that page to set a wide date range with an End date prior to today's date to capture all Expired memberships. Then you can click the Membership column header to sort and bring all the expired memberships that haven't been renewed to the top of the list.
Why did the membership activate before the job date, even though the task was added to the invoice for a later date?
When you add a membership task to an invoice, the membership activates immediately. This happens even if the job is scheduled for a later date.
Membership Type Discounts
Can I apply discounts to tasks through a membership type?
Yes. Discounts can be applied through Categories, Business Units, or All Services. Selecting All Services means every service in your Pricebook receives a discount.
What if two discounts are set? For example, I have a member price set in the Pricebook and a membership type discount set. Which one will apply?
The greater of the two discounts will be applied.
Why is the discount not showing up on the invoice?
The reason is that the Do not discount if percentage is set to 0% option is selected. Deselect that option to apply a discount to the invoice.
Category Discounts
Why are all my subcategories receiving discounts?
When you apply a discount to the main category, all the subcategories that fall under the main category receive the discount by default. For example, if you apply a discount to the HVAC category, all the services and parts that fall under the HVAC category will receive a discount.
What does Do not discount if percentage is set to 0% mean?
Anything with 0% in the discount field will not be given a discount. This applies to any category or sub-category. For example, if you set a discount for your Plumbing category at 0% but you want to discount all Water Treatment and Winterize services by 15% but both are sub-categories under Plumbing, then you would select the Do not discount if percentage is set to 0% option. This means that any percentage that has been manually set above 0% will generate a discount and anything that is at 0% will not. In this case, your Plumbing category and its subcategories.
What happens when I select Allow proportional markup of standard price on a $0 item?
If the Pricebook item does not have a standard price and is added to the invoice, the price you entered will be the member price and ServiceTitan will calculate a price based on the discount given by the membership type.
Example: If the Item's standard price is set to $0 in the pricebook and you set the item price to $50 when adding it to the invoice, the system will apply a discount to the $50 based on the membership type discount.
If a customer has more than one membership with competing category discounts, how will I know which one they will get?
ServiceTitan will calculate per membership type, then compare them to select the greatest discount.
What happens when I deselect Show membership savings on customer-facing invoices?
Your customer will not see any discounts or member savings on their invoice, including discounts from other memberships.
Member Price
Why can't I enter a $0 amount in the Price field?
The number 0 is recognized as null in ServiceTitan. You can give a full discount through a membership type.
Why doesn't the member price appear on the invoice?
Your membership might be inactive. A customer membership should be active for the membership price to appear on an invoice.
What happens if there is more than one discount, which discount will get generated?
The greater of the two discounts will be generated. For example, if your task price is $100 and the member price is $90 and the membership type discount is 20% off. The member price is the lower amount at $80, so the member price discount will be generated. This gives the customer the highest discount of the two.
Discounts and Invoices
How will a task be discounted if a customer is a member before the task is added to the invoice?
The task will be discounted at the lowest price available to them.
Note: Check the Do not discount invoice items with memberships sale configuration to make sure the Show membership savings on customer facing invoices option is selected and member savings is on the invoice.
Tip: Make sure the tasks in Pricebook and the membership type are set for discounts.
What happens if I manually change the auto discount price of a task but we use percentage discounts in their membership types?
The manually changed discount price will be the member price and ServiceTitan will calculate a standard price that is reflective of the discount given by that membership type. For example, a customer has a membership that gives a 10% discount for all services under category 1. If you add an item from category 1 priced at $89.33, that item is added to your invoice at $80.40, because the 10% discount is applied. If you manually change the price to $70, now the customer-facing invoice will show a member savings of $7.77 because 10% of 70 is 7.77.
Note: This will happen even if you select the Allow proportional markup of standard price on $0 items option.
What happens if I manually change the auto discount price of a task but I have already set a member price for discounts?
The selected price of the user will become the member price and ServiceTitan will calculate a standard price that maintains a percentage difference between the standard and member price of the item in the Pricebook. ((Standard price - Member Price) ➗ Standard Price)) x 100 = the percentage difference. For example, the Pricebook standard price is $100 and the Pricebook member price is $90. But you decide to sell it to a member for $80. $80 becomes the new member price and $88 would be the new standard price. This shows the new member price is 10% lower than the standard price.
Note: This will happen even if you select the Allow proportional markup of standard price on $0 items option.
Can I manually change the standard price in Pricebook even if I am using percentage discounts in membership types and member prices?
Yes. However, the member price will be for the manually entered price and the member savings will show the percentage markup for the greater discount ratio. For example, if item 1 is added for $89.33, the price in Pricebook, and the membership task gives item 1 a 10% discount and item 1 has a member price of $65 and their membership gives them a 10% discount. The price of the item becomes $65 in ServiceTitan, but if you manually change the price to $70, the member savings on the invoice will show $26.20 and the standard price will become $96.20.
Why do both the standard price and my manually entered price show the member price on the printed invoice?
This is because your task in the Pricebook has a standard price of $0 and a member price that is greater than or less than $0.
What happens if the standard and member prices are both less than $0?
ServiceTitan will display the amount in the Pricebook Price field on the print invoice for both the Standard Price and Your Price.
Why doesn't membership savings appear on an invoice?
The most common reason is that the membership does not give any discounts.
Why are there no discounts visible on an invoice?
The reason is that you have enabled the Do not discount items with memberships sale configuration. If it is enabled, no discounts will appear on the invoice.
How does a technician add an estimate to an invoice?
Add discounted items to an invoice.
Create an estimate then add a membership sales task and sell the estimate.
Tap Perform Work Now. The items appear on the invoice.
Note: Items on the invoice will be reverted to a standard price because of the membership sales task.
Will the discounted items be affected if I have an existing membership and estimate with a sales task sold but I perform the work later?
No. The discounted items on the invoice will not be affected. If you tap Perform Work Now and select Do not discount invoice items with memberships sale, then the invoice will be affected.
Why is the amount on membership savings shown on an estimate higher than it should be?
Membership savings also include material costs to the calculation. If you are not charging your customer for materials, then the discount amount shows a higher amount.
Can I change a business unit in a membership invoice that is pending, posted, or exported?
Currently, there is no option to update the business unit in a membership invoice in ServiceTitan. However, you can contact the ServiceTitan Support team and provide your ServiceTitan account PIN number for further assistance on this.
How can I display member savings on invoices for all customers?
To display member savings on invoices for all customers, enable the Show member savings on printed invoice configuration on the Feature Configurations screen.
Account configuration is required to access the Feature Configuration screen. Contact Technical Support for more information.
Member Savings Configurations
If I enable the Show invoice member savings name configuration, will it affect the customer account?
Yes, it will. The following changes will happen:
In ServiceTitan, The Standard Price, Your Price, Your Total, and Member Savings fields will appear in the customer's printed invoice.
In ServiceTitan Mobile:
The Your Price, Your Total, and Standard Price fields will appear in the customer's printed invoice
The Subtotal field will appear on the Invoice screen
The Member field with the discounted price will appear on the Estimate screen
If I enable the Show member savings on printed invoice configuration, will it affect the customer account?
Yes, it will. The following changes will happen:
In ServiceTitan:
The Your Price, Your Total, and Member Savings fields will appear in the customer's printed invoice.
The Show Member Savings checkbox becomes available when you edit a customer
In ServiceTitan Mobile:
The Your Price, Your Total, Standard Price, and Member Savings fields will appear in the user's printed invoice.
The Member and Savings fields will appear on the Estimate screen
The Member field with the discounted amount and the Member savings field will appear on both the Estimate and Invoice screens
If I enable both the Show invoice member savings name and Show member savings on printed invoice configurations, will it affect the customer account?
Yes, it will. The following changes will happen:
In ServiceTitan, the Standard Price, Your Price, Your Total, and Member Savings fields will appear in the customer's printed invoice
In ServiceTitan Mobile:
The Your Price, Your Total, Standard Price, and Member Savings fields will appear in the user's printed invoice
The Member field with the subtotal of the estimate and the Savings field with the amount of money saved will appear on the Estimate screen
The Member field with the discounted price and Member Savings field will appear on the Estimate or Invoice screen
If I disable both the Show invoice member savings name and Show member savings on printed invoice configurations, will it affect the customer's account?
Yes, it will. The following changes will happen:
There will be no information on member savings in ServiceTitan and ServiceTitan Mobile printed invoices.
Only Your Price and Your Total fields will appear in ServiceTitan and ServiceTitan Mobile printed invoices.
In ServiceTitan Mobile:
The Member and Subtotal fields will be available on the Estimate screen
Only the price will be visible on the Estimate or Invoice screen
Edit Customer Memberships
Can I edit the Sold On date of a customer's membership?
No, you can't. The Sold On date shows the date the sale or renewal task is added to an invoice. The From date of membership shows the start date of the membership.
Note: The From date can be edited.
Why can't I add the same Recurring Service to a customer membership for a second time?
A Recurring Service can be added to a single membership one time. If you want to add more visits to a customer's membership, you can either increase the total number of visits or edit the recurrence rate of the Recurring Service location.
What is the First Billing date field for?
The date in the First Billing date field should match the sale date of the membership for new membership sales. This field shows the date when the customer is first billed for this membership and it appears in the sale invoice. This date helps the system identify the initial Next Billing Date by setting it equal to one billing frequency after the First Billing Date.
How can I edit the Activated by field?
The Activated by field shows the user who added the membership to the customer's account. Note: This is different from the Sold By field which shows the user who actually receives sale credit for the membership.
The Activated by field is generated automatically and can't be edited. This field generates the data of the user who added the membership by sale or renewal task. If the generated data in the Activated by field is incorrect, you should change the existing one, then the correct user can sell new membership of the same type.
Note: You should zero out the sale task and back-date it if necessary.
What do the different statuses of membership mean?
Active:
This membership is currently active
The member receives the benefits of this membership
The member can be billed accordingly
The membership is visible in ServiceTitan
Suspended:
This membership is temporarily inactive
The member neither receives the benefits of this membership nor appears in membership billing runs
Related Recurring Services are active
The membership is still visible in ServiceTitan
Expired:
This membership is inactive
The duration of the membership is ended, so customers should no longer receive the benefits of the membership or be billed for the membership
Related Recurring Services are deactivated
The membership is still visible in ServiceTitan
Canceled:
This status is used to mark a membership as inactive before it expires
The membership is still visible in ServiceTitan, but the customer doesn't receive the benefits of the membership
Related Recurring Services are deactivated
Deleted:
This membership is inactive and no longer visible in ServiceTitan
What is the function of the Type field?
This field allows users to change the membership type of a customer. This edits the billing information applied to the customer's membership. The customer's membership billing template will be updated to match the billing setup of the new membership type. Also, the membership's duration and billing will be updated to match with one of the new membership type's options.
Note: When you edit the membership type, it will not edit the recurring services that are linked to the customer's membership.
Potential Member and Potential Membership Renewal tags
Are the Potential Member and Potential Membership Renewal tags automatically available in my ServiceTitan account?
Yes, ServiceTitan creates the Potential Member and Potential Membership Renewal tags automatically for all ServiceTitan users when they are onboarded. These tags appear in Settings > Operations > Tag Types.
Why can't I see the Potential Member and Potential Membership Renewal tags in Tag Types?
If customers change the name of the tags or deactivate them, you can't find the Potential Member and Potential Membership Renewal tags in the Tag Type section.
How can I see the Potential Member and Potential Membership Renewal tags in Tag Types and use them again?
To use the Potential Member and Potential Membership Renewal tags:
Go to the navigation bar and click Settings > Operations > Tag Types.
In Inactive tags, check if the Potential Member and Potential Membership Renewal tags are deactivated.
If tags are deactivated, create new tags with Potential Member and Potential Membership Renewal names.
In Active tags, check if the Potential Member and Potential Membership Renewal tags are renamed.
If tags are renamed, change the names back to Potential Member and Potential Membership Renewal.
Can I change the color and the code of the Potential Member and Potential Membership Renewal tags without affecting their functionality?
Yes, you can change the color and the code of the Potential Member and Potential Membership Renewal tags without affecting their functionality.
Note: Only the names of the tags should remain the same.
When can I see the Potential Member tag in ServiceTitan?
The Potential Member tag appears when you book a job for a customer who does not have an active membership.
When can I see the Potential Membership Renewal tag in ServiceTitan?
The Potential Membership Renewal tag appears when you book a job for a customer whose active membership is expiring within a few months. The expiration date can be set in configurations.
Note: The default duration is 3 months.
How do the Potential Member and Potential Membership Renewal tags track membership opportunities and conversions?
A membership opportunity is a job with a Potential Member or Potential Membership Renewal tag. If a membership is sold or renewed on that job, the opportunity is converted.