Payments - FAQLast updated on 06/07/2022

We offer competitive, custom pricing for our merchants. Please contact paymentsetup@servicetitan.com for inquiries.

You’ll need to contact your bank directly to make sure that no debit blocks are in place on your bank account. If ProfitStars (our check processor) is unable to assess their month end fees due to a debit block you have on our account, then a separate fee may be assessed.

When you contact your bank, you’ll need to:

1. Verify that debits can be processed on your account, or

2. Whitelist ProfitStars as an authorized processor by providing a 10-digit ID unique to your company. Please contact payments@servicetitan.com if you need assistance.

• If your merchant ID is 5 digits: The debit transaction will be 90000<MID>. For example, 9000012345.

• If your merchant ID is 6 digits: The debit transaction will be 9000<MID>. For example, 9000123456.

Yes, if technicians add payments to an invoice this will be visible from the Office. If your technicians are using ServiceTitan Mobile, typically you will not need to add payments from the office (except when it’s necessary for the office to do so). Technicians will build invoices and accept payments out in the field.

The office will always need to batch, post, and export payments, whether or not your technicians are using ServiceTitan Mobile. This process will guarantee that all payments are verified by the office. As you go through the batching process you’ll be verifying that information is correct and confirming that payment has been collected.

When a customer is owed a refund, you should create an adjustment invoice in ServiceTitan. This will ensure that the amount owed to the customer gets reflected in ServiceTitan and in QuickBooks, keeping both systems in sync.

Here’s a quick snapshot of the entire refund process when you use ServiceTitan Payments:

1. When a customer is owed a refund, create an adjustment invoice in ServiceTitan. The adjustment invoice will include the refunded items (negative tasks) and the refund amount (negative payment).

2. Before you reconcile your bank statements, make sure to export the invoice to QuickBooks. The amount owed to the customer will be recorded either in an asset account or a liability account (this will depend on your QuickBooks setup).

3. You will issue the refund or void the transaction (use ServiceTitan Gateway or ServiceTitan SmartPay). If necessary, you will reconcile the refund / voided transaction in QuickBooks.

For more info about refunds, click here.

If you have misplaced your login info or wish to change login info, please contact the ServiceTitan Payments Team at paymentsupport@servicetitan.com or (855) 899-0970.

Click here to see common transaction statuses, and causes where applicable.

All Apple devices and majority of Android devices are supported. If you are using Android devices today, check to see if they are listed in this compatibility list. We cannot guarantee compatibility with any device not found in the list.

1. Insert the swiper in the audio jack completely.

2. Check to see the volume on the iPad/tablet is set to maximum before swiping

3. Volume on certain devices will automatically adjust to the maximum when inserting and removing swipers. Based on our testing, this auto-adjusting feature only works on iPads and some Android devices.

4. Add the payment from the invoice as you normally would (tap Pay, then tap Pay Balance).

5. When you are ready, swipe the credit card such that the magnetic strip is facing the thicker part of the swiper.

6. If you are having connectivity issues, remove and reinsert the swiper and repeat steps 1-4.

Swipers may be returned within 30 days of the purchase date for a full refund. Swipers are also under a one year warranty. If a swiper is deemed malfunctioning, a replacement will be sent directly to you as long as it is still under warranty. Please contact payments@servicetitan.com for refunds or replacements.

1. Insert the swiper in the audio jack completely. Tip: Check to see the volume on the iPad/tablet is set to maximum before swiping

2. Volume on certain devices will automatically adjust to the maximum when inserting and removing swipers. Based on our testing, this auto-adjusting feature only works on iPads and some Android devices.

3. Add the payment from the invoice as you normally would (tap Pay, then tap Pay Balance).

4. When you are ready, swipe the credit card such that the magnetic strip is facing the thicker part of the swiper.

If you are having connectivity issues, remove and reinsert the swiper and repeat steps 1-4.

Click here for some common troubleshooting solutions.

Any Apple or Android device with Bluetooth that is compatible with the ServiceTitan mobile app. However, as of now, only Android devices are supported if using the reader for the point-of-sale app. Click here to learn more about system requirements.

Click here to learn how to pair and process credit card payments using the EMV reader.

If your BBPOS Chipper doesn’t operate due to a fault of the product, contact us immediately. We offer a 30-day-no-lemon guarantee that protects you from defective equipment. We will exchange defective equipment for the same equipment at no cost to you. You must contact us within 30 days of the invoice date of your purchase to make a defective equipment claim. After 30 days past the invoice date, returns for any reason will no longer be accepted.

• Ensure that you have updated to the latest version of the ServiceTitan mobile app for Apple iOs or Android before using the BBPOS Chipper 2X BT.

• Apple and Android devices pair differently:

  • Android devices pair through the device’s Settings menu.

  • Apple devices pair using the ServiceTitan mobile app—not in your Apple device settings. Make sure that Bluetooth is enabled for both the device and the ServiceTitan app.

• The first time you connect your mobile device to the BBPOS Chipper 2X BT by tapping Use Swiper, it starts a configuration sequence, which can take up to five minutes. 

• To increase payment success and overall usability, use the chip card reader on the BBPOS Chipper 2X BT for all your credit card transactions. Try the magnetic swiper only after the chip reader has failed three times.

• Make sure to set auto-lock to Never in your tablet settings to prevent the device from going to sleep, otherwise the tablet can go to sleep and interrupt the initial pairing. Note: If you have installed Mobile Device Management (MDM) software, it can prevent users from setting auto-lock to Never. In this case, it should be set to the longest time that's allowed. When running the update, tap the screen periodically to prevent the tablet from sleeping.

• The firmware update can take 15 minutes or longer. More information on the BBPOS readers can be found here.

No, currently only the Dynamo headphone jack swipers are supported for mobile payments in Canada. Contact the ServiceTitan payments team at paymentsupport@servicetitan.com for more details.

Tap Pay, then tap Pay Balance. The stored credit card / bank account will be available as a payment type.

No, a credit card can have a different location address and billing address.

1. Log into the ServiceTitan Gateway

2. Click Reports from the menu on the left side of the screen

3. Here you’ll be able to pull reports by multiple sort methods, as well as search for transactions by card type and transaction status.

If a customer wants to update their stored credit card information, or if you want to enter a new payment method for the customer, do the following:

1. Navigate to the bill to customer (Search > Customer).

2. Click Add Payment Method.

3. Select Credit Card.

4. Enter or update credit card information.

5. Check This is the primary payment method to use this as the primary payment method for recurring billing (membership billing).

6. When you are done, click Save.

If there is a declined payment / failed transaction, you will be able to see this in the Payments section on the invoice.

When a transaction fails:

• The Authorization Code on the payment will be blank.

• You’ll see “Failed Payment” under the payment Memo.

Click here to learn how to create a refund adjustment invoice and process the refund directly in ServiceTitan.

ServiceTitan attempts to update any saved customer credit card that has been charged for a membership within the last 60 days. Because different banks have different policies for updating card information, some customer cards may not be updated. Note: American Express cards are not updated by Membership Renewal Protection.

Create and run the Updated Credit Cards report. The report will be ready to view after each customer card has been processed for updates.

When Membership Renewal Protection sends saved customer credit card information to participating banks, customer account information is checked against continuously updated account databases. If any customer information is outdated, card-issuing banks send updated account information back to ServiceTitan, where we update customer card information on file.

No, but ServiceTitan will automatically attempt to update all saved customer credit cards used within the last days.

Additional fees are required to use this feature. Contact the ServiceTitan Payments team at paymentsupport@servicetitan.com for details.

Yes. If the customer was issued a new card, then Membership Renewal Protection will attempt to update it.

ACH is when the user enters the routing and account number manually. Mobile check capture is when the user takes a picture of the check and sends the image to the processor.

You can use mobile capture for:

• Official checks

• Cashier’s checks

• Traveler’s checks

• Money orders

The above check types cannot be processed using ACH (entering routing/account numbers). If you are not using mobile check capture, these check types will need to be deposited at the bank.

A return is when a transaction is processed successfully but is returned a few business days later due to various reasons, such as insufficient funds, invalid account number, etc. A decline is when the transaction is declined immediately and is never processed in the first place.

Not all transaction types have the same process. For example, you can’t refund mobile checks due to the process it entails. It’s basically a manual deposit (via a picture) to your account similar to cashing a check at the bank, which requires additional processes handled by your bank, not by ServiceTitan Payments or ServiceTitan.

However, you can refund ACH and credit cards transactions because these are considered electronic transfers, but these too have guidelines. For ACH, you can’t refund the customer transaction the same day it occurred. Once the ACH has settled or been deposited, the funds can be refunded. You can void an ACH or mobile check deposit before it has settled overnight. To refund ACH transactions, log in to SmartPay and complete the refund process.

No, unfortunately there is no real-time connectivity between financial institutions that provides this. However, you will have access to an online portal (SmartPay Business) where you can access the current status of all your transactions, including returns, declines, etc.

Transactions returned due to insufficient funds or account closure are received within two banking days after the transaction settlement date. Transactions returned due to consumer unauthorization can be received up to 60 calendar days from the transaction settlement date.

Transactions are batched and filed daily at 6:00 pm PT (Pacific Time Zone).

• Check transactions submitted by the cutoff time (6:00 pm PT) are deposited within the next banking day, contingent upon underwriting.

• Credit card transactions submitted by the cutoff time (2:30 pm PT) are deposited within the next banking day, contingent upon underwriting.

No, you do not need to sign the back of the check. Checks processed through Mobile Check Capture are virtually endorsed and do not require physical signature.

Note: After taking a picture of a check, it is highly recommended that you write a note on the front of the check indicating that it was processed. We recommend writing “Mobile Deposit [date check received]” on the front of the check. This will ensure that the same check is not deposited twice. Other recommendations when taking pictures of checks:

• Place the check flat on a dark colored surface that’s not reflective and is well lit.

• Position your mobile device’s camera directly over the check (not at an angle), fitting all 4 corners into the guides provided.

You should keep all physical checks for at least 7 days, regardless of whether you are keying in account/routing numbers or taking pictures of checks. This provides sufficient time in case the original check is required for any reason. You can shred and discard physical checks thereafter.