Credit won't apply to an outstanding balance

 Troubleshooting
Role: Administrators · Office employees · Managers · Accountants · BookkeepersArea: Accounts Receivable · Payments · Invoicing · All business types

Reason 1

The outstanding balance has no task line for the credit to attach to.

Credit is applied to an invoice through the Collect and Apply Payments screen. An invoice balance that isn't represented by a task line won't appear there as an option, so an unapplied credit sitting on the account has nothing selectable to attach to. Adding a temporary placeholder task to an adjustment invoice makes the balance selectable, so you can apply the credit and then remove the task.

1Transfer the credit using an adjustment invoice with a temporary placeholder task

1. Find and go to the associated invoice.

2. Create an adjustment invoice.

3. On the adjustment invoice, create a placeholder task with a price in the exact amount of the credit.

4. Apply the credit to the adjustment invoice.

5. Go back to the adjustment invoice and delete the placeholder task you created in step 3.

✓ Done · The credit is now applied to the outstanding balance, and the account no longer shows the unapplied credit.

Note: This fix addresses the specific case where credit is sitting unapplied and needs to be moved onto an open balance. If credit still won't apply after this, the cause may be different (for example, a failed or unapplied payment, an NSF reversal, export state, or a financing bill-to mismatch); contact Technical Support.

Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:

• The customer name and account

• The invoice number with the outstanding balance

• The credit amount and where it currently shows on the account

• Which steps from this article you already tried