Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Invoicing · Sales Tax · Customer & Location Records · All versions
What you're seeing
Tax doesn't appear on an invoice even though it should apply to the customer's location. The invoice total is missing the expected sales tax. This may affect one invoice or every invoice for a given customer or location.
Why this happens
There are 4 common reasons.
Reason 1
Sales tax isn't fully set up.
If sales tax hasn't been configured in ServiceTitan, there's no tax rate to apply, so the invoice shows no tax line.
Reason 2
The pricebook items aren't marked taxable.
If the services or equipment on the invoice aren't flagged as taxable in the pricebook, tax won't calculate against them.
Reason 3
The customer isn't set to taxable.
If the customer record is marked tax-exempt, no tax will be applied to that customer's invoices.
Reason 4
The customer's location isn't validated.
If the location isn't validated, ServiceTitan can't determine the correct tax to apply for that address.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1Validate the customer location, then remove and re-add the item
Use this if the location may not be validated — ServiceTitan can't apply the right tax without a validated address.
Go to the customer's location record in ServiceTitan.
Check whether the location is validated.
If it isn't validated, validate it now. If validation isn't working, see Address verification is not working correctly.
Go back to the invoice.
Remove the item from the invoice.
Add the item back to the invoice.
Confirm tax now appears on the invoice.
✓ Done · Tax appears on the invoice after the location is validated and the item is re-added.
2Confirm your tax setup
Use this if validating the location didn't help.
Confirm sales tax is set up in ServiceTitan. Tax zones are configured at Settings > Invoicing > Tax Zones, with the correct zip codes assigned and Set Tax Zones applied. See Set up sales tax in ServiceTitan.
Confirm the pricebook items on the invoice are marked taxable. Go to Settings > Pricebook > Services or Settings > Pricebook > Equipment, open the item, and make sure the Taxable checkbox is selected. If many items need this, you can bulk-update the Taxable column from the pricebook in Edit Mode. After marking items taxable, remove and re-add them on the invoice for tax to calculate. See Set up taxable equipment and services.
Confirm the customer record is set to taxable (not tax-exempt). See Set tax-exempt status on a customer record.
✓ Done · With sales tax configured, taxable items, and a taxable customer, tax calculates on the invoice.
Note: If your account is configured to tax only commercial work (commercial customers taxable, residential customers non-taxable by default), a residential customer may correctly show no tax. And if your account uses an external tax engine such as Avalara, tax calculates differently: the address is validated through the tax engine, and the location-validation fix in Check 1 may not apply.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The invoice number and the customer/location name
Whether the location is validated
Whether the customer is set to taxable and the items are taxable
Whether your account uses an external tax engine (such as Avalara)
Which checks from this article you already tried
Want to learn more?
Set up sales tax in ServiceTitan ›
Configure tax zones, zip codes, and taxable equipment and services.
Set tax-exempt status on a customer record ›
Set whether a customer is taxable or tax-exempt.
Address verification is not working correctly ›
Troubleshoot location validation when an address won't verify.
Invoice tax showing incorrectly or not removable ›
Fix tax that appears wrong or can't be removed from an invoice.