Settings - FAQLast updated on 02/27/2023

Go to Settings > People > Employees or Technicians. In the table, the Status column shows the sign-in status of the office employee or technician. A status of Pending indicates that an account invite has been sent out but the individual has not signed in and verified their account.

Go to Settings > People > Employees or Technicians. Unverified accounts have Pending status. Click Edit to view their profile. Make sure that:

• Office employees have a unique email address

• Technicians have a unique email address or mobile phone number

You can also send a password reset email so unverified individuals are prompted to sign in and set their passwords.

1. From the Employees or Technicians screen, select those with Pending status.

2. Click the Actions dropdown and select Send Password Reset.

3. Click Send to confirm.

From the ServiceTitan or ServiceTitan Mobile sign-in screen, click Forgot Password. Follow the password reset process, which includes account verification. For more, see Reset password.

Note: When you reset your password, the system will log you out from ServiceTitan Mobile and make you enter your new password. This process ensures that you’re logged in with the correct credentials in ServiceTitan Mobile.

One email address can be associated with both a single user and a single tech. One email address cannot, however, be associated with multiple users or multiple techs.

The same rule applies to a mobile phone number: one phone number can be associated with both a single user and a single tech. But one email address cannot be associated with multiple users or multiple techs.

No. You can use the same email address with your Partner Portal account as your ServiceTitan account.

Yes. One email address can be associated with users and techs across company accounts.

However, once that email is associated with a user in one company account, it cannot be associated with other users in the same company account. Likewise, once it's associated with one tech, it can't be associated with other techs within the same company account.

The same rule applies to a mobile phone number.

Yes. A technician is required to have either an email address or a mobile number in their profile. If a technician only has a mobile number, they can go through account verification and reset their password using their mobile number.

Technician profiles require either a unique email or a unique mobile number. If a technician only has an email address in their profile, they are only sent email dispatch notifications. If a technician has both a mobile number and an email address in their profile, they are sent both text message and email dispatch notifications.

You can configure your account to:

• Disable notifications if a technician self dispatches

• Disable all email notifications to technicians

To configure your account, contact your success or implementation manager.

All passwords must meet the following requirements:

• 10 characters (alpha-numeric, including symbols)

• At least one uppercase and one lowercase letter (A–Z, a-z)

• At least one digit (0–9)

• Must not use a frequently used password. For example, common passwords like password123,123456, and hunter2 are not allowed.

After first seeing the banner, you have 30 days to change your password. If you don't change it within 30 days, you're locked out of your account. Your ServiceTitan administrator can reset your password so you can sign in to ServiceTitan and create a new password.

Your password cannot be the same as any of your previous five passwords.

New passwords are checked against a list of commonly used and compromised passwords. If your password appears on the list, you’re prompted to enter a new one.

Office employees and technicians are required to update their password annually (365 days after the last update).

Password changes take effect immediately. If an employee or technician is terminated, an administrator can set a temporary password, sign in with that password, and create a new password. Make sure to update the profile email address and mobile phone number to prevent unauthorized password resets from the sign-in screen.

You can also deactivate an employee or technician account to disable ServiceTitan access.

Note: For technicians, make sure to deselect Enable Mobile Access in their profile in case the technician is assigned to an open job.

If an employee or technician forgets their password, they can go to the sign-in screen and click Forgot Password?. This enables them to reset their password and sign in using the new password.

You can also set a temporary password and provide it to the employee or technician. The temporary password is a single-use password that expires after 60 minutes.

An administrator—or any employee with the Edit another user's username and password permission enabled—can send a password reset email or set a temporary password in ServiceTitan. No need to call ServiceTitan.

To manage permissions, visit Set permissions for an individual employee or technician.

If you go to Settings > People > Employees or Technicians, the table of account profiles includes the Status column. Statuses include:

• No User Account—user created but Account Creation Method is blank (no invitation sent and no password assigned)

• Pending—Invitation sent but account not created

• Accepted—Account created from invitation but not yet signed in

• Admin Assigned—Username and password set by administrator

• Never Logged In—Existing user has not yet signed in

• Date—Date of most recent sign-in

For more, see Add and edit employee or technician profiles.