---
title: "How can I stop sending payment reminder campaign emails after a customer pays their balance?"
slug: "how-can-i-stop-sending-payment-reminder-campaign-emails-after-customer-pays"
updated: 2026-10-16T00:52:45Z
published: 2026-10-16T00:52:45Z
canonical: "help.servicetitan.com/how-can-i-stop-sending-payment-reminder-campaign-emails-after-customer-pays"
---

> ## 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.

# How can I stop sending payment reminder campaign emails after a customer pays their balance?

## Problem

You want to stop your payment reminder campaign from sending emails to customers who have paid their balance to $0. The system does not automatically stop emails when the balance is paid.

## Solution

First, set your campaign audience to exclude customers without a balance. You can do this for a new audience or existing audience.

If your campaign includes more than one email, you must also set the email sequence to stop sending emails when a recipient leaves the audience.

### Things to know

The Audience Builder cannot exclude adjustment invoices so we recommend using the Customer balance filter instead of the Invoice Balance filter to exclude customers with a $0 balance.

### Set exclusion criteria for an audience

1. Go to **Marketing > Pro Campaigns** and create a new campaign or edit an existing payment reminder campaign.
2. In the *Audiences* section, click **Add Audience** or **Edit**.
3. On the *Select Audience* screen that opens, create a new audience or edit an existing one. If creating a new audience, enter the audience name then click **Begin**.
4. In the *Exclude* section, click **Add group**.
5. Select **Customer** on the right to view the Customer filter options.
6. Next to *Balance*, select **less**.

> [!NOTE]
> **Note:** Make sure to use the Customer balance and not the Invoice balance filter.
7. Enter *1* in the dollar amount field for the balance. ![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/how-can-i-stop-sending-payment-reminder-campaign-emails-after-a-customer-pays-their-balance-image-x9f0am8p.png?sv=2026-02-06&spr=https&st=2026-11-01T20%3A58%3A09Z&se=2026-11-01T21%3A58%3A09Z&sr=c&sp=r&sig=zkPAUr%2FpiRWVjIS6GqOPx0EbIhuVaalNDmoevmZ94zw%3D)
8. Add any other exclusion or inclusion criteria as needed. For more information on how multiple filters and filter groups affect your audience reach, see [Create audiences](/roofing/docs/create-audiences#work-with-filters-and-groups).
9. When finished building your audience, click **Continue**.
10. Select the audience in the list then click **Apply Audience**.

### Stop sending emails when a recipient leaves the audience

If your campaign includes multiple emails, you must set the email sequence to stop sending emails when a recipient leaves the audience. Otherwise, customers will continue to receive emails even after they leave the audience.

1. In the *Email Sequence* section, click **Add Content** or **Edit**.
2. If adding content for the first time, select **One-time** or **Automated**, and then add content for the campaign as needed.

> [!TIP]
> **Tip:** Add your Customer Portal link to your email content so customers can easily pay their balance. For more, see [Add special links and merge tags to your marketing content](/roofing/docs/add-special-links-and-merge-tags-to-your-marketing-content).
3. In the *Conditions* section, select **Stop sending emails when a recipient leaves the audience**.

> [!NOTE]
> **Note:** This condition only appears as an option when you have more than one email in your campaign sequence.

![](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/how-can-i-stop-sending-payment-reminder-campaign-emails-after-a-customer-pays-their-balance-image-vafzp2hh.png?sv=2026-02-06&spr=https&st=2026-11-01T20%3A58%3A09Z&se=2026-11-01T21%3A58%3A09Z&sr=c&sp=r&sig=zkPAUr%2FpiRWVjIS6GqOPx0EbIhuVaalNDmoevmZ94zw%3D)
4. When finished, click **Save & Continue**.

A self-service web portal where customers can view job history, request service, make payments, and communicate with the business.

**What it does:** Reduces inbound call volume and improves customer satisfaction by giving homeowners 24/7 access to their service records.

**Also called:** Customer self-service, Online portal

**Tags:** Core

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