Troubleshooting
Role: Administrator · Bookkeeper · Office AdminArea: Invoicing, ServiceTitan Payments · All versions
What you're seeing
You send an invoice to a customer for online payment, but either the online payment link doesn't appear on the invoice at all, or the link is there and the customer can't use it to pay. This can affect one invoice or every invoice for a business unit.
Why this happens
There are 4 common reasons.
Reason 1
The business unit isn't enabled for payments.
The business unit on the invoice isn't enabled for credit card or ACH payments, so no payment link is generated.
Reason 2
The merge tag uses square brackets.
The invoice email template uses square brackets instead of curly brackets around the payment link merge tag, so the link doesn't render.
Reason 3
The invoice has already been exported.
The invoice has already been exported, which stops the online payment link from working.
Reason 4
The invoice is an adjustment invoice.
The invoice is an adjustment invoice, which doesn't show an online payment link.
Note: An online payment link only appears on invoices that have a balance greater than $0. A fully paid invoice won't show a link.
How to fix it
Run these checks in order. Most issues are resolved by Check 1.
1If the link is missing, enable the business unit for payments
Use this if the online payment link doesn't appear on the invoice at all.
Go to Settings > Integrations > Payment Processing.
Check whether the business unit associated with the invoice is selected for credit card or ACH payments.
If the business unit isn't included, add it to the payment processor.
If there are multiple payment processing settings, edit each one and add the business unit associated with the invoice.
Also confirm the business unit is enabled on the Online Payments settings page, not only the payment processor page.
If the link doesn't appear right after you add the business unit, do a hard refresh on the invoice page: on Windows press Ctrl + Shift + R; on macOS press Cmd + Shift + R.
Send the invoice again and confirm the online payment link is now present.
✓ Done · The online payment link appears on the invoice when it's sent to the customer. You're done.
2If the link is there but doesn't work, fix the brackets in the email template
Use this if the link appears but the customer can't use it to pay.
Open your invoice email template.
Find the online payment link merge tag.
If it uses square brackets — for example, [OnlinePaymentLink] — change them to curly brackets: {OnlinePaymentLink}.
Save the template, then send a test invoice and check the link.
✓ Done · The payment link renders correctly and the customer can click it. You're done.
3If the link still doesn't work, check whether the invoice was exported
Open the invoice and check its export status.
If the invoice has already been exported, the online payment link won't work for it. Exported invoices are corrected through an adjustment invoice rather than edited directly.
✓ Done · You've confirmed whether export status is the cause. You're done.
4If the link still doesn't work, check whether it's an adjustment invoice
Open the invoice and confirm whether it's an adjustment invoice.
If it is, the online payment link won't appear or work on it. Adjustment invoices support direct payment collection in the office instead.
✓ Done · You've confirmed whether the invoice type is the cause. You're done.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
The invoice number and the business unit it's on
Whether the link is missing entirely or present but not working
Whether the invoice has a balance, has been exported, or is an adjustment invoice
The merge tag used in your invoice email template
Whether you have duplicate payment processing settings
Which checks from this article you already tried
Note: If you have duplicate payment processing settings, contact payment support for help sorting them out.
Want to learn more?
Guide to online payments ›
Overview of how online payments and payment links work in ServiceTitan.