Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Invoicing, Business Units, Customer Statements • All versions
Where you see it: Printed or emailed invoices and customer statements
Where you fix it: Settings > Operations > Business Units (and Settings > Document Templates, if your account uses it)
What you're seeing
You moved your company and updated your address in ServiceTitan, but your old address still prints at the top of invoices, or in the remit-to area of customer statements. The company name or phone number may be out of date in the same place. This can affect one business unit, all of them, or only your statements while invoices look correct.
Before you start
You need access to Settings > Operations > Business Units to edit business unit settings. If you don't have it, contact your admin.
Check 3 applies only if your account has Document Templates (Template Manager) enabled. Account configuration is required for this feature.
Why this happens
The address on your customer-facing documents does not come from one single place. There are 5 common reasons.
Reason 1
The Invoice Header field on the business unit still has the old address.
This field — not the general address fields — is what prints at the top of your invoices.
Reason 2
The Official Name field still shows the old legal company name.
This field controls the company name on invoices and other customer-facing documents, and it is separate from the internal name you use for your own reference.
Reason 3
A custom document template overrides your business unit settings.
If a custom invoice template is set as the default, the address in the template design wins over the address on the business unit.
Reason 4
Customer statements pull remit-to details from a different business unit than you expect.
The remit-to information on a statement comes from a business unit tied to an invoice on that statement, which is sometimes an inactive business unit left over from a data import.
Reason 5
The document you're looking at was generated before the change was made.
Address changes apply going forward. Invoices and statements produced before the update keep the old address.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1Update the Invoice Header field
Use this if the address at the top of your invoices is wrong.
The Invoice Header field controls the company name, address, phone number, and other text at the top of your printed and emailed invoices. It is separate from the general address fields on the business unit page.
Go to Settings > Operations > Business Units.
Select the business unit and click Edit.
Scroll down to the Invoice Header field.
Confirm the address in the Invoice Header field is correct. If it still shows the old address, update it.
Click Save.
Repeat these steps for each business unit that needs an address update.
Note: The general address fields (street, city, state, and zip) on the business unit page are used internally and do not print on customer-facing invoices. They do control other behavior — for example, an empty business unit address blocks Counter Sales invoices. To change what prints on the invoice, update the Invoice Header field.
✓ Done · The correct address prints at the top of invoices for each business unit you updated. You're done.
2If Check 1 didn't help, check the Official Name field
Use this if the company name on your invoices is wrong.
The Official Name field controls the legal company name that appears on invoices and other customer-facing documents.
Go to Settings > Operations > Business Units.
Select the business unit and click Edit.
Confirm the Official Name field shows the correct company name. Update it if it doesn't.
Click Save.
Note: The Official Name field is different from the internal Name field. The internal name is for your reference only and does not appear on customer invoices.
✓ Done · The correct company name prints on invoices. You're done.
3If Check 2 didn't help, check for a custom document template
If your account uses Document Templates (Template Manager), a custom invoice template can override the address from your business unit settings. When that happens, updating the Invoice Header field alone does not change what prints.
Go to Settings > Document Templates.
Check whether a custom invoice template is set as the default for your business unit.
If a custom template is in use, open it in the editor and update the address in the template design.
Publish the updated template.
Note: Account configuration is required to use Document Templates. Contact Technical Support for details. If you don't see a Document Templates option in Settings, your account uses the default invoice format and this check does not apply to you.
✓ Done · The correct address prints on invoices generated from the updated template. You're done.
4If the wrong address is on a customer statement
Use this if invoices look correct but the remit-to address on statements is still wrong.
Statements pull remit-to information from a business unit tied to an invoice on the statement, which is often not the business unit you'd expect — and can be an inactive one left over from a data import.
Open the statement and note which company name and address appear in the remit-to area.
Go to Settings > Operations > Business Units.
Show inactive business units and locate the one whose information is printing on the statement.
Click Edit on that business unit and update the Invoice Header field with the correct remit-to address.
Click Save.
Print the statement again to confirm.
Note: A statement template built in Document Templates lets you set the remit-to address directly instead of inheriting it from a business unit. Availability is limited. Contact Technical Support to find out whether your account can use it.
✓ Next · If the remit-to address is still wrong after updating that business unit, go to Check 5.
5If Check 4 didn't help, confirm you're looking at a new document
Changes to the Invoice Header, Official Name, or a document template apply to documents generated after the change. Anything printed, emailed, or generated beforehand keeps the old address.
Create or complete a new job after updating the address.
Print or email the new invoice.
Confirm the new address appears.
To correct an existing invoice, resend it after updating the address settings. This generates a new version with the correct information.
✓ Done · New invoices and statements show the correct address. You're done.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
Your tenant name and the business unit or units you edited
Whether the problem is on invoices, customer statements, or both
A screenshot of the Invoice Header and Official Name fields on the affected business unit
The invoice or statement number showing the old address, and the date it was generated
Which checks from this article you already tried
Want to learn more?
Add and edit business units ›
Field-by-field reference for every business unit setting
Add company logo, message, phone number, and web address to invoices ›
Set branding and contact details for each business unit
Wrong or missing information on a printed invoice ›
For technician name, customer phone, company phone, and labor pay
Invoice footer wording needs to be changed ›
For the message that prints at the bottom of the invoice
Manage customer relocation ›
For changing a customer's address rather than your own
Print, email, or download customer invoices ›
To verify your change on a real invoice