Troubleshooting
Role: Administrator · Office AdminArea: Payments · Payment and Invoice Types · ServiceTitan Mobile and the ServiceTitan Field Mobile App
What you're seeing
When a technician collects a cash payment in the mobile app, the app asks them to enter account information, as if they were processing a card or bank payment. Cash does not need any account details, so the technician gets stuck or confused at the payment screen.
Where you see it: ServiceTitan Mobile or the ServiceTitan Field Mobile App (technician collecting a cash payment).
Where you fix it: Settings > Invoicing > Payment and Invoice Types.
Why this happens
Reason
The Cash payment type is assigned the wrong attribute.
A payment type's attribute controls how the mobile app treats it. When Cash is assigned a card- or bank-style attribute (such as Credit Card or Bank Account (ACH)) instead of Cash or None, the app treats it like an electronic payment and asks for account details. Setting the attribute to Cash (or None) tells the app to record the payment without trying to process it.
How to fix it
1Set the Cash payment type's attribute to Cash
In ServiceTitan, go to the navigation bar and click Settings.
Click Invoicing > Payment and Invoice Types.
Find the payment type labeled Cash.
Click Edit.
In the Attributes list, select Cash. (None also records a payment without processing it and can be used for the same purpose.)
Click Save to apply the changes.
Note: If you set the attribute to None and the payment type does not appear in the Field Mobile App, make sure the technician is on a current app version. Older Field Mobile App versions did not display payment types with the None attribute. Using the Cash attribute avoids this.
After saving, confirm the Cash payment type is Active and is not hidden from mobile, then have the technician close and reopen the app so it picks up the change.
✓ Done · The Cash payment type now uses the Cash attribute, so technicians collecting cash in the mobile app are no longer asked for account details.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
Your tenant name and the technician who saw the prompt
Whether the technician is using ServiceTitan Mobile or the ServiceTitan Field Mobile App, and the app version
A specific job or invoice where the account-details prompt appeared
A screenshot of your Cash payment type's current Attributes setting
Whether the Cash payment type is Active and visible on mobile (not hidden from mobile)
Whether the prompt still appears after the technician closed and reopened the app
Want to learn more?
Set up payment types in ServiceTitan ›
How to create and configure payment types, including choosing the attribute that controls how each type behaves.
Accept payments in ServiceTitan ›
How to record and process customer payments across ServiceTitan and the mobile apps.