---
title: "Why does a tag appear on the call booking screen but not in the customer's profile tag section?"
slug: "why-does-a-tag-appear-on-the-call-booking-screen-but-not-in-the-customer-profile"
updated: 2026-10-16T01:15:26Z
published: 2026-10-16T01:15:26Z
canonical: "help.servicetitan.com/why-does-a-tag-appear-on-the-call-booking-screen-but-not-in-the-customer-profile"
---

> ## 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.

# Why does a tag appear on the call booking screen but not in the customer's profile tag section?

## Problem

A tag is visible on a customer's location during a search on the *Call Booking* screen. However, when you edit their Customer Record, the tag doesn't show up in the *Tags* section. Because of this, you can't remove it.

This issue happens if you merge customer records with an active membership linked to the tag.

## Solution

1. Go to the customer record with the unwanted tag.
2. Make sure the tag isn't in the *Tag* section.
3. Find the membership associated with the tag. Go to *Search*, enter the customers' name, and then select **Inactive** under the *Customer Status* filter.
4. Go to the inactive customer record and find the membership with the tag.
5. Edit the membership by clicking **Edit**.
6. Because the customer is inactive, you don't need an active membership. Change the membership status to *Canceled*. This should remove the tag from the *Call Booking* screen.
7. Check to make sure the tag is gone by searching for the customer on the *Call Booking* screen again.

The top-level account in ServiceTitan representing a property owner or account holder, containing all locations, jobs, and history.

**What it does:** Serves as the single source of truth for all customer interactions, history, and financial data.

**Also called:** Customer account, Client record

**Tags:** Core

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