This improvement to the Customer Portal lets you control which portal users can see billing information for each service location, so national accounts and multi-location customers get precise, location-specific access.
What's changing?
Before this improvement, billing access in the Customer Portal was set at the customer level only. If a portal user had billing access for a customer, they could see all invoices, estimates, service agreements, and memberships for that customer — regardless of location. There was no way to limit access to just one location.
Now you can set a separate access level for each location under a customer. You can give a portal user billing access to one store without exposing billing records from other locations. Location-level access takes priority over customer-level access, so the most specific setting always wins.
Before and After
Before (Current)
Open a customer record and go to the portal invite table.
Set the access level to Billing or Non-billing for the customer.
The portal user gains billing access to all invoices, estimates, service agreements, and memberships for that customer — across every service location.
There is no way to limit billing visibility to a specific location.
Impact: Portal users with billing access can see financial records for every location tied to a customer, even if they should only manage one site.
After
Open a customer record or go to User Management and expand the portal user's customers.
For each location listed under the customer, use the Access Level dropdown to select Billing access, Non-billing access, No access, or Inherit from customer (default).
When you change a customer's access level, ServiceTitan prompts you to apply the same setting to all locations under that customer.
When you change a location's access level, ServiceTitan prompts you to apply the same setting to additional locations.
The portal user can now only see invoices, estimates, service agreements, and memberships tied to the locations where they have billing access.
Impact: Portal users only see billing records for the locations they are authorized to manage, reducing access risk and supporting complex multi-location accounts.
Who uses this feature
All business types
Administrators
Region availability: All regions
How it works for your industry
Residential Service and Replacement
A residential service company serves a homeowner at multiple properties. The homeowner wants a family member to manage invoices for just one address. Set billing access at that specific location, and the family member's portal view is scoped to that property only.
A customer with several rental properties wants each property manager to have portal access only to their own building. Assign billing access location by location, and each manager sees only their site's invoices and service agreements.
When a customer's access level is set at the customer level, use the bulk-apply prompt to push the same setting to all their locations at once instead of updating them one at a time.
Commercial Service and Replacement
A national commercial account has dozens of store locations. A regional facilities manager needs billing access for the stores in their territory only. Set billing access at each authorized location, and the manager cannot see invoices from stores outside their region.
A corporate customer wants their accounts payable team to see service agreements covering their main headquarters but not the satellite offices. Grant billing access only to the headquarters location in the portal.
When the same access level applies to all locations, set it once at the customer level and confirm the bulk-apply prompt to push the setting to every location automatically.
Residential Construction
A construction firm's client wants a project owner to review invoices tied to one build site without seeing financials from other active projects. Assign billing access to the specific service location tied to that project.
A homebuilder with multiple spec homes under construction allows the buyer of one home to track their own invoices in the portal. Set billing access at that home's location record and leave other locations with no access.
When access needs to be removed from a location after project close, update the access level to No access and use the location-level prompt to apply the same change to related locations if needed.
Commercial Construction
A general contractor manages several large commercial builds for the same property management company. The property manager's portal access is scoped to a single active project site so they only see invoices for that location.
After a project completes, set the finished location to No access so former project contacts cannot view closed-project billing records.
For a client with multiple active build sites, set access at the customer level and use the bulk-apply prompt to give all sites the same starting access level, then refine individual locations as needed.
How to Prepare?
Review which portal users currently have billing access at the customer level, and identify any accounts where location-level restrictions would reduce access risk or better match how that customer manages their business.
Confirm that the Customer Portal (CP2-Based Online Experiences) is enabled for your account before using location-level access controls.
Communicate to your team that the Billing column on the Customer screen has been renamed to Access Level, and that the User Management screen now shows locations nested under each customer.
Bookmark the knowledge base articles and Academy videos listed in the Resources section above for team training.