Bill To information not updating on an invoice

 Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Invoicing, Payments · All versions

Before you start

You need the Invoices and Payments permissions to edit invoices and to edit or remove payments. If you don't have them, contact your admin.

Caution: Removing a payment keeps the money in your bank account — it only removes the record in ServiceTitan. You will re-collect it as part of the fix.

Reason 1

The invoice display didn't refresh.

The invoice display didn't refresh after the Bill To change was made on the job record.

Reason 2

A payment is tied to the invoice.

Once a payment is collected or applied, the system locks the Bill To field to protect the payment record, so the update can't go through. This includes failed payments tied to the invoice.

1Refresh the Bill To value on the invoice

Use this when no payment is tied to the invoice and the field didn't refresh.

1. Search for and go to the invoice in question.

2. Check that the Bill To information on the job record is correct. If not, update it on the job record first.

3. Return to the invoice.

4. Change the Bill To information back to the original value.

5. Change it again to the correct Bill To information.

6. Confirm the invoice now matches the job record.

✓ Done · The invoice shows the correct Bill To information. You're done.

2If Check 1 didn't help, remove the payment, then update the Bill To

Use this when a payment is tied to the invoice and you can safely remove and re-collect it.

1. Search for and go to the invoice that needs the Bill To field updated.

2. Find any payments linked to the invoice, including failed payments.

3. Delete the payment from the invoice. This removes it from ServiceTitan's records but keeps the money in your bank account.

4. Return to the job record and update the Bill To information.

5. Confirm the invoice now shows the correct Bill To customer.

6. On the invoice record, click Collect and apply payment.

7. On the Collect and Apply Payment screen, enter the payment information and click Save (or Charge > Save without Charging, depending on the payment type).

Note: If a payment shows as deactivated or inactive but you still get a "posted or exported payment" error when trying to update the Bill To, that inactive payment may be causing it. As a workaround, set the inactive payment's status back to pending to clear the error, then continue.

Note: After you unapply or remove a payment to change the Bill To, you may not be able to reapply the original payment, because the Bill To on the payment no longer matches the invoice. Re-collecting the payment (steps 6–7) avoids this.

✓ Done · The invoice shows the correct Bill To customer and the payment is re-applied. You're done.

3If Check 2 didn't help, move the payment to an adjustment invoice

Use this when you can't simply delete the payment and need to preserve and reassign it.

1. Search for and go to the customer record where the payment was wrongly applied.

2. In the Payments section, find the payment and click the link in the Payment ID column.

3. On the Edit Payment screen, in the Apply to Invoice section, deselect the invoice to unapply the payment. This turns it into a credit on the customer's profile.

4. Search for and go to the invoice with the correct customer.

5. Create an adjustment invoice for the correct customer and apply the credit to it.

6. Add a negative payment to show the original payment was applied to the wrong customer.

7. Collect the payment on the correct invoice, making sure the customer is not charged again.

✓ Done · The payment is reassigned to the correct customer and the Bill To information is correct. You're done.

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

• The invoice number(s) and the customer name(s) involved

• The correct Bill To customer vs. what the invoice currently shows

• Any payment ID(s) tied to the invoice, and whether any show as failed, deactivated, or exported

• Whether the invoice has been posted, batched, or exported

• Which checks from this article you already tried