---
title: "What caused customers to be wrongly charged for a membership and how can it be fixed?"
slug: "what-caused-customers-to-be-wrongly-charged-for-membership-how-can-it-be-fixed"
tags: ["Area - Memberships", "Focus - Service Replacement", "Role - Admin", "Type - Residential"]
updated: 2026-10-16T01:17:13Z
published: 2026-10-16T01:17:13Z
canonical: "help.servicetitan.com/what-caused-customers-to-be-wrongly-charged-for-membership-how-can-it-be-fixed"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# What caused customers to be wrongly charged for a membership and how can it be fixed?

## Problem

Customers were wrongly charged for membership due to the setup billing them bi-annually instead of upfront.

## Solution

1. Change the billing setup to upfront:
  1. Go to the navigation bar and click **Settings** ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/organize-and-reorder-technician-teams-image-64mayqjl.png?sv=2026-02-06&spr=https&st=2026-11-09T11%3A39%3A29Z&se=2026-11-09T12%3A39%3A29Z&sr=c&sp=r&sig=3YtxeCLnOMFXyVgw2jLg%2BXH18Y9dmDGDH8%2FvFtWn9xo%3D) **>** **Invoicing > Membership types**.
  2. Find the membership in question and select **Edit**.
  3. Change the billing setting to upfront.
2. Refund the wrongly charged invoice.
  1. Open the invoice that was wrongly changed.
  2. Issue a refund for the invoice amount.
3. Deactivate the current membership.
  1. Go to the customer profile.
  2. Open the membership details.
  3. Click **Edit**.
  4. Change the status to *Cancelled* or *Expired.*
  5. Save the changes.
4. After deactivating the old membership, sell the new membership with the correct billing setup to the customer.
5. Adjust payments to avoid double charging:
  1. Unapply the payment from the wrongly charged invoice.
  2. Open the invoice.
  3. Find the payment and select **Unapply**.
  4. Zero out the invoice by deleting the membership tasks.
  5. Apply the unapplied payment to the correct membership invoice.

By following these steps, you can correct the billing error and ensure customers are charged correctly for their memberships.

The template used to set up a membership for a customer. It includes recurring service types, tags, pricing, accounting details, and duration and billing details.

[Learn more →](https://help.servicetitan.com/docs/memberships-glossary) · [See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)