Troubleshooting
Role: Administrators · CSRs · DispatchersArea: Recurring Services, Follow Up tab • All versions
What you're seeing
When you book a call for a customer who has an outstanding balance, a warning pop-up normally appears — for example, "Warning: this customer has a balance of $39.98." When you book a recurring service event from the Recurring Service Events section of the Follow Up tab, that warning does not appear. The customer's balance is unchanged. Only the warning is missing in this one place.
Why this happens
Reason 1
This is a known product limitation, not a problem with your setup.
ServiceTitan does not display the customer balance warning pop-up in the Recurring Service Events section of the Follow Up tab. The warning is built into the standard call-booking flow, but it is not shown when booking recurring service events from this section.
Note: The Follow Up tab's Recurring Service Events page has been updated for some accounts. If you are on the updated page and see different behavior, confirm against your live screen or contact Technical Support.
What you can do instead
There is currently no way to turn on the balance warning pop-up for the Recurring Service Events section of the Follow Up tab. To make sure your team knows about a balance before booking a recurring service event, use one of these approaches.
1Flag the customer proactively (recommended)
Add a note or tag so anyone booking an event sees the balance situation, even without the pop-up.
On the customer's profile, add a note (and, for the related membership, a memo) indicating the unpaid balance and any booking guidance.
Optionally, create a tag (for example, an unpaid-balance tag) and add it to the customer profile so it is visible at a glance.
✓ Next · For the full steps, see the related article on preventing recurring bookings for customers with unpaid invoices, linked below.
2Check the balance before booking
Open the customer's record before booking. Their balance appears in the Customer Summary section of the Customer Record. (Depending on your account, this shows as the customer's open invoice balance.)
Review the outstanding balance shown there.
Book the recurring service event from the Follow Up tab as usual.
✓ Done · You have confirmed the customer's balance yourself, since the automatic warning will not appear in this section.
Still not working?
If you need the balance warning enabled in this section, or you are seeing other unexpected behavior, contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The customer name and the balance amount involved
Where you expected the warning to appear (Recurring Service Events section of the Follow Up tab)
A screenshot of the booking screen where the warning is missing
Whether you are on the updated Recurring Service Events page
Want to learn more?
What measures can be taken to prevent customers from booking another recurring service event if the previous invoice has not been paid? ›
Steps for discouraging or blocking new recurring bookings when a customer has an unpaid invoice.
Manage recurring service events ›
How to create, edit, and manage recurring service events.
Send customer statements ›
How to generate and send balance statements to customers.