Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Invoicing · Invoice Email Settings · Customer Records · All versions
Where you see it: Batch invoice email screen (Email All)
Where you fix it: Customer record > Additional Info and Contact Methods
What you're seeing
You're trying to email all the invoices in a batch, but you can't select one or more of the invoices in the list. The invoices appear, but their checkboxes are greyed out and can't be selected for emailing.
Why this happens
Reason 1
The customer isn't set up to receive invoices and statements by email.
An invoice can only be emailed in a batch when the customer is set up to receive invoices and statements by email. If a customer's invoice/statement email delivery and notification aren't both turned on, their invoice can't be selected for emailing.
Note: The notification option on a contact method stays disabled until Email is selected under the customer's Invoice & Statement Delivery. Set the delivery option first, then enable the notification.
How to fix it
1Turn on email delivery and the invoice/statement notification
Do this on each affected customer's record.
Go to the customer profile for a customer in the batch.
In the Customer Details section, click Edit on Additional Info. [VERIFY (LOW) — confirm section/button labels against live product]
On the Edit Customer screen, scroll to Invoice & Statement Delivery and select the Email option.
Scroll up to the Contact Details section and click Edit Contact Methods.
On the Edit Contact Methods screen, click Notifications to expand it.
Select the Invoice/statement notification option.
Click Save.
Note: Depending on your ServiceTitan version and Contact Management setup, this may appear as a single Invoice/statement notification checkbox or as separate Invoice Notifications and Statement Notifications options. Enable the invoice option (or both) so the contact can receive invoices.
✓ Done · The invoice for that customer becomes selectable on the batch email screen. Repeat these steps for each customer in the batch whose invoice you couldn't select.
Still not working?
If the invoice/statement notification is already enabled on the contact but the invoice checkbox is still greyed out, try toggling the preference off and on: on the affected contact, uncheck the invoice/statement notification, save, then re-check it and save again. This often reactivates the checkbox for that customer. You may need to do this per contact.
If that doesn't resolve it, contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The batch name or ID and the invoice number(s) you couldn't select
The customer name(s) on the affected invoices
A screenshot of the customer's Invoice & Statement Delivery and Notifications settings (showing the preference enabled)
Whether the issue affects one customer, several, or the whole batch
Which steps from this article you already tried
Want to learn more?
Can't tell if an invoice was emailed ›
Confirm whether an invoice was emailed and where to find that information.
Set notification preferences for customers ›
Configure which notifications a customer receives.
Update customer contact methods ›
Add or edit a customer's contact methods.