Troubleshooting
Role: Administrator · Bookkeeper · CSR · Office AdminArea: Customer Portal, Invoices · Current Customer Portal
Where you see it: Accounting > Invoices (sending invoices one at a time)
Where you fix it: Settings > Communications > Customer Portal
What you're seeing
A customer asks for all their invoices, and emailing them one job at a time takes too long. You want a faster way to get the customer every invoice on their account without sending each one individually.
Why this happens
Reason
There's no need to send each invoice by hand.
When the Customer Portal is enabled and the customer's access is set up correctly, your customer can sign in and view their invoices in one place. The slow, one-at-a-time process happens when the portal isn't enabled, the customer's access isn't set up, or the customer doesn't know they can self-serve.
Before you start
For a customer to see their invoices in the portal, all of the following must be true:
You have access to Customer Portal settings to enable or check the portal. Enabling or configuring the portal may require your success or implementation manager, since account configuration is involved.
The customer's contact has billing access on the customer record. Location-level access alone is non-billing and does not show invoices, estimates, or service agreements.
The customer's email address is on the customer record. A portal user can access every customer record their email is attached to (with billing access), so they see invoices across those records.
The relevant Business Units are enabled for the portal in Customer Portal settings. Invoices for Business Units that aren't enabled won't appear. Invoice export or review status settings can also hide invoices from the portal.
How to fix it
Work through these steps in order.
1Confirm the Customer Portal is enabled
Go to the navigation bar and click Settings > Communications > Customer Portal.
Make sure the Enable Customer Portal toggle is on.
If you can't find the Customer Portal option, go to Settings > Your Account > Feature Configurations and search for the customer portal. For more, see the Customer Portal overview.
2Confirm the customer's access is set up
Make sure the customer's email address is on the customer record and has billing access (not location-only).
If they have multiple locations or customer records, make sure they sign in with the same email used on those records.
Confirm the Business Units for their invoices are enabled in Customer Portal settings.
3Tell your customer about the portal
Let the customer know they can view their invoices in the portal.
Explain how to access it. For setup details, see Set up the Customer Portal.
Have them confirm they can see their invoices, and that they can tell them apart by location.
✓ Done · The customer signs in to the portal and sees their invoices in one place, no more sending them one at a time.
About invoices with no balance (for example, for tax purposes)
The portal shows both unpaid and paid invoices, so a customer can see their paid invoices there for their records. However, the portal does not show invoices that never had a balance greater than $0 (for example, $0-total invoices). The office-side Accounting > Invoices Include invoices with no balance filter only changes the office invoice list. It does not make those invoices appear in the customer's portal. If a customer needs an invoice that never had a balance, send it to them directly by email or print from the office.
Still not working?
If the customer still can't see all their invoices in the portal, contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and ID
The email address the customer uses to sign in to the portal, and whether that email has billing access on the customer record
Which Business Units are enabled for portal invoice visibility
A specific invoice number that should appear but doesn't, and its balance and export/review status
Whether you're on the current or older Customer Portal
Want to learn more?
The New Customer Portal end user experience ›
Walks through what customers see and do once they sign in to the portal, including where they find their invoices.
Customer Portal overview ›
Explains how the Customer Portal works and how to enable and configure it for your account.