General Payments FAQ
What are your rates?
We offer competitive, custom pricing for our merchants. Please contact paymentsetup@servicetitan.com for inquiries.
How do I make sure that no debit blocks are in place in my bank account?
You'll need to contact your bank directly to make sure that no debit blocks are in place on your bank account. If ProfitStars (our check processor) is unable to assess their month-end fees due to a debit block you have on our account, then a separate fee may be assessed.
When you contact your bank, you'll need to:
Verify that debits can be processed on your account, or
Whitelist ProfitStars as an authorized processor by providing a 10-digit ID unique to your company. Please contact payments@servicetitan.com if you need assistance.
If your merchant ID is 5 digits: The debit transaction will be 90000<MID>. For example, 9000012345.
If your merchant ID is 6 digits: The debit transaction will be 9000<MID>. For example, 9000123456.
Will payments processed in Mobile be visible from the Office?
Yes, if technicians add payments to an invoice this will be visible from the Office. If your technicians are using ServiceTitan Mobile, typically you don't need to add payments from the office (except when it's necessary for the office to do so). Technicians will build invoices and accept payments out in the field.
What is the purpose of batching, posting, and exporting payments?
The office will always need to batch, post, and export payments, whether or not your technicians are using ServiceTitan Mobile. This process will guarantee that all payments are verified by the office. As you go through the batching process you'll be verifying that information is correct and that payment has been collected.
Note: You can still make adjustments to invoices and payments when they are batched. However, if your transactions are already posted or exported, you need to create adjustment invoices to make changes.
Is it recommended to have payments exported to Quickbooks first before invoices?
The workflow of exporting payments to QuickBooks first before exporting invoices is not recommended as you will get an error message stating: Following payments have invoices that have not been posted. Proceed?
Will refunds and voided transactions export to QuickBooks?
When a customer is owed a refund, you should create an adjustment invoice in ServiceTitan. This will ensure that the amount owed to the customer gets reflected in ServiceTitan and QuickBooks, keeping both systems in sync.
Here's a quick snapshot of the entire refund process when you use ServiceTitan Payments:
When a customer is owed a refund, create an adjustment invoice in ServiceTitan. The adjustment invoice will include the refunded items (negative tasks) and the refund amount (negative payment).
Before you reconcile your bank statements, make sure to export the invoice to QuickBooks. The amount owed to the customer will be recorded either in an asset account or a liability account (this will depend on your QuickBooks setup).
Issue the refund or void the transaction by using ServiceTitan Gateway or ServiceTitan SmartPay. If necessary, reconcile the refund and voided transaction in QuickBooks.
For more on refunds, see Record refunds when you export to QuickBooks.
What if I misplaced my login information for ServiceTitan SmartPay or ServiceTitan Gateway?
If you have misplaced your login information or wish to change your login information, please contact the ServiceTitan Payments Team at paymentsupport@servicetitan.com or (855) 899-0970.
What do all these different transaction statuses on my SmartPay homepage mean?
See View check and ACH transaction status in SmartPay to see common transaction statuses and causes where applicable.
Can refunds be grouped in ServiceTitan?
No, refunds can't be grouped if they aren't collected with the same transaction ID.
Is it possible to unapply a payment from the invoice when the payment or the invoice are exported?
Yes, it is possible to have the payment unapplied from the invoice when the payment and the invoice are exported. The exporting does not necessarily interfere with the apply or unapply process of the payment.
For more on how to unapply a payment, see Unapply a payment credit.
Can I transfer a payment credit from one customer to another?
Payment credits cannot be transferred in ServiceTitan. To accomplish this, you need to delete the payment from one customer and then separately collect the payment for the other.
Why can't I see credit card payment types when using the Collect Multiple Payments feature?
You cannot use credit card or ACH payment types with Collect Multiple Payments due to payment processor requirements. To process credit card payments, go to the individual customer payment screen and use the regular Collect a payment feature.
How do I hide credit card payments from technicians?
Hide credit card payment options from technicians using the Hide From Mobile setting. Office employees will still see all payment methods.
To hide a payment type from technicians:
Go to the top toolbar, click Settings
.In the side panel, click Invoicing > Payment and Invoicing Types.
Find the payment method you want to hide and click Edit.
Check the Hide From Mobile box.
Click Save.
Repeat these steps for each credit card payment type you want to remove from the mobile app.
Credit Card Reader - Magtek aDynamo
Which devices are compatible with the Magtek aDynamo swiper?
All iOS and a majority of Android devices are supported. If you are using Android devices today, check to see if they are listed in this compatibility list. We cannot guarantee compatibility with any device not found in the list.
How do I use the Magtek aDynamo credit card swiper?
Insert the swiper in the 3.5mm audio port or headphone jack completely.
Check to see if the volume on the iPad/tablet is set to maximum before swiping.
Volume on certain devices will automatically adjust to the maximum when inserting and removing swipers. Based on our testing, this auto-adjusting feature only works on iPads and some Android devices.
Add the payment from the invoice as you normally would (tap Pay, then tap Pay Balance).
When you're ready, swipe the credit card such that the magnetic strip is facing the thicker part of the swiper.
If you are having connectivity issues, remove and reinsert the swiper then repeat steps 1-4.
Note: The Magtek aDynamo credit card swiper can only be connected through a 3.5mm audio port. For Bluetooth credit card readers, see Set up your iOS device with the BBPOS card reader in ServiceTitan Mobile or Set up your Android device with the BBPOS card reader in ServiceTitan Mobile.
What happens if my swiper breaks?
Swipers may be returned within 30 days of the purchase date for a full refund. Swipers are also under a one year warranty. If a swiper is deemed malfunctioning, a replacement will be sent directly to you as long as it is still under warranty. Please contact payments@servicetitan.com for refunds or replacements.
How do I plug in the credit card swiper?
Insert the swiper in the 3.5mm audio port or headphone jack completely.
Tip: Check to see if the volume on the iPad/tablet is set to maximum before swiping.
Volume on certain devices will automatically adjust to the maximum when inserting and removing swipers. Based on our testing, this auto-adjusting feature only works on iPads and some Android devices.
Download the pricebook in ServiceTitan Mobile.
Add the payment from the invoice as you normally would (tap Pay, then tap Pay Balance).
When you're ready, swipe the credit card such that the magnetic strip is facing the thicker part of the swiper.
If you are having connectivity issues, remove and reinsert the swiper then repeat steps 1-4.
Why isn't my swiper working? (basic troubleshooting)
See Troubleshoot the Magtek aDynamo card reader for some common troubleshooting solutions.
Credit Card Reader - BBPOS Chipper 2x BT
Which devices are compatible with the swiper?
Any iOS or Android device with Bluetooth that is compatible with the ServiceTitan Mobile. However, as of now, only Android devices are supported if using the reader for the point-of-sale app. For more about system requirements, see System requirements and mobile app information.
How do I use the Europay, MasterCard, and Visa (EMV) reader?
See Process credit card payments in ServiceTitan Mobile with the BBPOS credit card reader to learn how to pair and process credit card payments using the EMV reader.
What if my device is defective?
If your BBPOS Chipper doesn't operate due to a fault of the product, contact us immediately. We offer a 30-day-no-lemon guarantee that protects you from defective equipment. We will exchange defective equipment for the same equipment at no cost to you. You must contact us within 30 days of the invoice date of your purchase to make a defective equipment claim. After 30 days past the invoice date, returns for any reason will no longer be accepted.
Why isn't my swiper working?
Ensure that you have updated to the latest version of the ServiceTitan Mobile for iOS or Android before using the BBPOS Chipper 2X BT.
iOS and Android devices pair differently:
Android devices pair through the device's Settings menu.
iOS devices pair using the ServiceTitan Mobile—not in your iOS device settings. Make sure that Bluetooth is enabled for both the device and the ServiceTitan Mobile.
The first time you connect your mobile device to the BBPOS Chipper 2X BT by tapping Use Swiper, it starts a configuration sequence, which can take up to five minutes.
To increase payment success and overall usability, use the chip card reader on the BBPOS Chipper 2X BT for all your credit card transactions. Try the magnetic swiper only after the chip reader has failed three times.
Make sure to set auto-lock to Never in your tablet settings to prevent the device from going to sleep, otherwise, the tablet can go to sleep and interrupt the initial pairing.
Note: If you have installed Mobile Device Management (MDM) software, it can prevent users from setting auto-lock to Never. In this case, it should be set to the longest time that's allowed. When running the update, tap the screen periodically to prevent the tablet from sleeping.
The firmware update can take 15 minutes or longer. For more information on the BBPOS readers, see Process credit card payments in ServiceTitan Mobile with the BBPOS credit card reader.
Can I use the EMV swipers if I am based in Canada?
No, currently only the Magtek aDynamo swipers are supported for mobile payments in Canada. Contact the ServiceTitan payments team at paymentsupport@servicetitan.com for more details.
Why am I getting a "The payment has failed" error when collecting a credit card payment?
When collecting a credit card payment using a card reader, you may get the "The payment has failed > Failed Reason: Could not find the payment on transaction gateway Failed Payment: $X Transaction was started on the EMV device." This error may occur for several reasons:
The technician attempted to process an EMV chip payment and they removed the card before the payment was processed
There is low internet signal and the reader is unable to communicate
The ServiceTitan application is closed
When this error occurs, the invoice payment item is unable to update from the Transaction was started on EMV device status. Check if the payment appears on the customer profile and apply it to the invoice again.
How do I apply a credit to a point of sale (POS) invoice?
Viewing and applying credit is not available on ServiceTitan Mobile. Process the POS for the amount of the balance due, less the credit. Later, from the office, apply the available credit to zero out the invoice. For example, if the invoice is for $500 but the customer paid a $100 deposit, charge the customer $400 through the POS machine and later apply the $100 credit from the office.
ServiceTitan Payments - Credit Cards
What if a customer wants to use their stored credit card or bank account to make a payment?
Tap Pay, then tap Pay Balance. The stored credit card or bank account will be available as a payment type.
Do credit cards need to have a matching location address and billing address?
No, a credit card can have a different location address and billing address.
Where can I see reports of my batches for credit cards?
Sign in to the ServiceTitan Gateway.
Click Reports from the menu on the left side of the screen.
In this screen, you'll be able to pull reports by multiple sort methods, as well as search for transactions by card type and transaction status.
What if a customer wants to update their stored credit card information?
If a customer wants to update their stored credit card information, or if you want to enter a new payment method for the customer, do the following:
Go to the Bill To customer (Search > Customer).
Click Add Payment Method.
Select Credit Card.
Enter or update credit card information.
Select This is the primary payment method to use this as the primary payment method for recurring billing (membership billing).
When finished, click Save.
What if a credit card payment is declined?
If there is a declined payment / failed transaction, you can see this in the Payments section on the invoice.
When a transaction fails:
The Authorization Code on the payment will be blank.
You'll see "Failed Payment" under the payment Memo.
Note: In some cases (usually due to unstable internet), the credit may have been applied to the invoice even though the payment failed. If this happens and the payment has been exported, an adjustment invoice should be created in ServiceTitan and exported to your accounting software for balancing.
How do I refund credit card transactions?
See Create a refund adjustment invoice and issue a refund to learn how to create a refund adjustment invoice and process the refund directly in ServiceTitan.
How do I void credit card transactions?
See Void a credit card transaction through ServiceTitan Gateway to learn how to void credit card transactions through ServiceTitan Gateway.
Does ServiceTitan charge for credit card transactions?
No, ServiceTitan does not charge for credit card transactions and there is no feature to enable this. If you see a credit card fee for an invoice, check your payment gateway or reach out to your payment processor.
How long does it take for a credit card payment to process over the weekend?
Credit card payments that run over the weekend usually settle or close on the next business day, usually Monday, and deposit the business day after that, usually Tuesday.
What does the Transaction not permitted by issuer error message indicate when I collect a Credit Card payment?
The Transaction not permitted by issuer error message indicates that the card issuing bank doesn't allow this type of purchase. To solve this issue, the cardholder should contact their bank to clarify why the transaction was declined.
Does ServiceTitan accept Apple Pay as a payment type?
ServiceTitan's Tap-to-Pay feature accepts Apple and Google Pay. For more, see Process credit card payments with Adyen Tap-to-Pay in the ServiceTitan Field Mobile App.
How do I set a limit on how much a customer can pay with a credit card?
If you'd like to set a credit card limit for a customer, please send an email to fintechsupport@servicetitan.com. Be sure to include the customer's name and the credit limit amount.
Membership Renewal Protection
Which cards will get updated?
ServiceTitan attempts to update any saved customer credit card that has been charged for a membership within the last 60 days. Because different banks have different policies for updating card information, some customer cards may not be updated.
Note: American Express cards are not updated by Membership Renewal Protection.
How do I know which cards were updated?
Create and run the Updated Credit Cards report. The report will be ready to view after each customer card has been processed for updates.
How does ServiceTitan know which customer credit cards need to be updated?
When Membership Renewal Protection sends saved customer credit card information to participating banks, customer account information is checked against continuously updated account databases. If any customer information is outdated, card-issuing banks send updated account information back to ServiceTitan, where we update customer card information on file.
Can I choose which customer credit cards get updated?
No, but ServiceTitan will automatically attempt to update all saved customer credit cards used within the last days.
Are there any additional fees to use this feature?
Yes, additional fees are required to use this feature. Contact the ServiceTitan Payments team at paymentsupport@servicetitan.com for details.
Does Membership Renewal Protection update stolen or lost credit cards?
Yes. If the customer was issued a new card, then Membership Renewal Protection will attempt to update it.
ServiceTitan Payments - Checks
What is the difference between ACH and Mobile Check Capture?
ACH is when the user enters the routing and account number manually. Mobile check capture is when the user takes a picture of the check and sends the image to the processor.
What kind of checks can I use mobile check capture for?
You can use mobile capture for:
Official checks
Cashier's checks
Traveler's checks
Money orders
The above check types cannot be processed using ACH (entering routing/account numbers). If you are not using mobile check capture, these check types will need to be deposited at the bank.
What is the difference between a returned transaction and a declined transaction?
A return is when a transaction is processed successfully but is returned a few business days later due to various reasons, such as insufficient funds, invalid account numbers, and more. A decline is when the transaction is declined immediately and is never processed in the first place.
Why can't I see the Refund option for a mobile check deposit?
The Refund option is not available for any invoice that was paid through a mobile check deposit. To refund a mobile check deposit, create a refund adjustment invoice to record the refund in ServiceTitan and process the refund through your bank.
Why can't I refund certain transactions?
Not all transaction types have the same process. For example, you can't refund mobile checks due to the process it entails. It's a manual deposit, through a picture, to your account similar to cashing a check at the bank, which requires additional processes handled by your bank, not by ServiceTitan Payments or ServiceTitan.
However, you can refund ACH and credit card transactions because these are considered electronic transfers, but these too have guidelines. For ACH, you can't refund the customer transaction the same day it occurred. Once the ACH has settled or been deposited, the funds can be refunded. You can void an ACH or mobile check deposit before it has settled overnight. To refund ACH transactions, sign in to SmartPay and complete the refund process.
Will I know whether a check has been returned immediately (due to insufficient funds, account closure, and so on)?
No, unfortunately there is no real-time connectivity between financial institutions that provides this. However, you will have access to an online portal (SmartPay Business) where you can access the current status of all your transactions, including returns, declines, and so on.
Transactions returned due to insufficient funds or account closure are received within two banking days after the transaction settlement date. Transactions returned due to consumer unauthorization can be received up to 60 calendar days from the transaction settlement date.
When are my check transactions batched and filed?
Transactions are batched and filed daily at 6:00 pm PT (Pacific Time Zone).
When are funds deposited to my account?
Check transactions submitted by the cutoff time at 6:00 pm PT are deposited within the next banking day, contingent upon underwriting.
Credit card transactions submitted by the cutoff time at 2:30 pm PT are deposited within the next banking day, contingent upon underwriting.
Do checks need to be endorsed by signing the back side when using Mobile Check Capture?
No, you do not need to sign the back of the check. Checks processed through Mobile Check Capture are virtually endorsed and do not require a physical signature.
Note: After taking a picture of a check, it is highly recommended that you write a note on the front of the check indicating that it was processed. We recommend writing "Mobile Deposit [date check received]" on the front of the check. This will ensure that the same check is not deposited twice.
Other recommendations when taking pictures of checks:
Place the check flat on a dark-colored surface that's not reflective and is well lit.
Position your mobile device's camera directly over the check (not at an angle), fitting all four corners into the guides provided.
If we have a picture of the check do we need to hang on to the physical check? What if the routing or account number has been keyed in?
You should keep all physical checks for at least 7 days, regardless of whether you are keying in accounts or routing numbers or taking pictures of checks. This provides sufficient time in case the original check is required for any reason. You can shred and discard physical checks thereafter.
Where can I see the reason for return of an unauthorized, declined, or other unsuccessful transaction?
Sign in to your ServiceTitan SmartPay homepage and click the status you wish to view.
Locate the desired transaction and click the View icon (picture of a map) to open it.
Click Show Events located on the right side of the screen.
A description provided by the financial institution will be available.
Why did my check transaction get declined? How do I know my transaction limit?
Each merchant is notified with an approved set of transaction limits at the time their merchant account is created. If the transaction exceeds any of your transaction limits, ProfitStars will decline the transaction. ProfitStars will notify you immediately through email with the reason for decline.
Examples of transaction limits:
Maximum number of checks processed in a day or month
Maximum volume from checks processed in a day or month
Maximum amount for a single check
We know that circumstances change and that original transaction limits may not reflect your current processing accurately. As such, we can always adjust these limits ahead of time to prevent declines, for example, if you anticipate a high-ticket job coming up. To do so, please contact paymentsupport@servicetitan.com with either your business name or merchant ID.
Can I use the Mobile Check Capture if I am based in Canada?
No, the Mobile Check Capture feature is currently not available for use in Canada.
How can I make it a requirement for a technician to enter the check number when collecting a payment in the field?
Currently, there is no direct way to make entering a check number a requirement when collecting a check payment. However, you can create a form that requires a technician to enter the check number. Note that this form will still trigger even if the technician is not collecting a check for payment. For more on forms, see Create a form in ServiceTitan.
Auto-batching
Which payments will get auto-batched?
Only payments that are processed through the following ServiceTitan Payments integrations are auto-batched:
Credit Card transactions through NMI/TSYS/Adyen
Bank ACH transactions through ProfitStars
Check Remote Deposits (mRDC) through ProfitStars
What is the cut-off time for NMI or TSYS?
Cut-off times are set by the gateway or processor. Some gateways and processors will allow you to configure a time while others will not. For NMI/TSYS, please contact the payments team at paymentsupport@servicetitan.com to find out the cut-off time for your account.
What is the cut-off time for ProfitStars?
Cut-off times are set by the gateway or processor. Some gateways and processors will allow you to configure a time while others won't. ProfitStars doesn't allow you to configure a cut-off time. The cut-off time for all ACH and Mobile Check Deposits transactions is 7 pm PT (9 pm CT / 10 pm ET).
Why are there no payment auto-batches today?
You will only get a payment auto-batch if there was a settlement batch provided to ServiceTitan from the processor. Typically, this means that there will not be any batches on Saturdays, Sundays, Mondays, and banking holidays. Additionally, sometimes the processor will delay funding into your account and the settlement batches may be delayed as a result. Before contacting support about missing batches, please make sure that the funding (ACH transaction) from the processor for a batch has arrived at your bank account.
Does the payments auto-batching also batch the invoices associated with the payment?
No. Payments auto-batching will only batch the payments associated with a settlement deposit.
How many payment batches should I see each day?
The number of payment batches should match the number of deposits. In general, you should get a batch for Credit Cards (TSYS), ACH Transactions (ProfitStars), and Mobile Check Deposits (ProfitStars).
Note: You will get two batches for TSYS card transactions: one for e-commerce and the second one for retail transactions.
If you have additional merchant accounts setup with each processor then that will also create additional batches for each merchant account.
Additionally, batches can queue up over weekends and holidays and get created as multiple batches. In some cases (especially for new accounts) the processor may put a risk hold on an ACH deposit, and you won't see the batch created until the hold is released.
Online Payments
What payment methods are supported?
Credit card and ACH payments are supported for Online Payments. Contact your Customer Success Manager (CSM) for details.
Are there any additional fees to use Online Payments?
No. There are no additional fees for using the feature. You'll be able to access the same credit card payment processing fee (unqualified, keyed-in rate), similar to accepting payments on ServiceTitan.
Is the online payments link included if I am emailed a $0 balance invoice?
No. The online payments link is only included if the invoice balance is greater than $0.
How does my customer get the online payments link?
The online payments link is included in the invoice or statement email that you send out to your customers.
Can I add an online payments link to my company website?
No. The online payments link is unique and specific to each invoice or statement. It's not a universal link that you can place on your website.
What information does the customer see when they click the online payments link?
In an invoice email, the customer sees all invoice items and payments applied to their invoice. In a statement email, the customer sees a list of all invoices and payments applied to their invoices that are associated to the last statement sent.
Does the online payments link ever expire?
Yes, the online payments link expires seven days after the email is sent.
What do I do if the online payment link expires?
If the online payments link is expired, you need to resend the invoice or statement email to your customer. For more, see Email customer invoices or Email customer statements.
Note: When resending an invoice or statement with the online payments link, make sure the business unit associated with the invoice or statement is active.
Why is my online payment link coming through as expired?
This happens when the business unit associated with the invoice or statement has been deactivated. You need to reactivate the business unit, add the business unit to your payment processors, and resend the customer invoice or statement email.
Why is the online payment link missing in my statement email but visible in my invoice email?
This occurs if you have more than one payment processor set up in ServiceTitan. The online payment link is visible in the invoice email because the link is generated based on the business unit of that individual invoice's payment processor.
To show the online payment link in your statement emails, make sure you only have one payment processor set up.
Note: To use an online payment link in statement emails, Online Payments and Customer Portal need to be enabled for your account. To update your account, please contact Technical Support for details.
Can I track whether or not the online payments link was clicked?
No, but you can set up your online payments to get a notification email if an online payment is successfully made.
Is the customer notified if their payment is declined?
Yes, the payment screen shows the customer an error if the charge is unsuccessful.
When a customer pays online, can I see the payment information in the job history audit trail?
There's no explicit descriptor for online payments. However, when an online payment is made, it creates a payment item. You can see that the payment was applied to the job. You should set up a separate payment type exclusively for Online Payments so that you can easily see these events.
Can I choose which technicians receive SMS payment confirmations?
No. If Enable sending email invoice links in Mobile is enabled under Settings 
> Invoicing > Online Payments, every technician on the job receives an SMS confirmation when the customer makes a successful payment using the invoice link.
Why does the online payment link not show up when emailing the statement to the customer?
There are multiple reasons of why the online payment link might not appear when emailing the statement to customers:
The business unit on the first job or invoice is not active or is imported and not added to the payment processor.
The business unit has not been added to the payment processor. For more, see Add the business unit to payment processors.
The business unit is not selected for online payments under Settings > Invoicing > Online Payment.
There is no balance on the invoice or statement.
For more on setting up the online payment link, see Guide to Online Payments.
How do I remove the Description of work section from the payment page when making an online payment?
There is no direct way of removing the Description of work section from the online payment page. However, you can disable the requirement for technicians to enter an invoice summary. This prevents the Description of work section from appearing on the payment page. To disable this requirement, see Make Invoice Summaries a required field.
AR Management
In AR Management, which customers can I charge for outstanding balance?
You can charge customers using bulk charge who:
Have a payment method on file
Have a balance
Gave you authorization to charge for outstanding balances
Do not have credit on file
My customer fits the criteria for charging outstanding balance, but was not charged. Why?
If the customer's outstanding balance changed while processing the payment, the charge wasn't made to ensure that we are not overcharging them.
If a customer has more than one payment method on file, how do I know which method will be charged?
The primary payment method is charged first. If it's unsuccessful, we charge the other payment methods on file based on the date it was added until the payment processes successfully.
What happens if I have more than one ServiceTitan Merchant account?
Payments are charged based on the business units (BUs) assigned to the Merchant account that the invoices are linked to. For example, if you have Merchant account 1 assigned to BU 1 and Merchant account 2 assigned to BU 2, and you have Invoice 1 tied to BU 1 and Invoice 2 tied to BU 2, then the customer is charged twice. Transaction 1 is for Invoice 1 and Transaction 2 is for Invoice 2.
Payment Reports
Why are no payments showing on the All Payments report?
The All Payments report uses filters to narrow down the report results. If no payments are appearing when running the report, check to make sure you're not filtering for something unnecessary. For example, if you have a name entered in the Customer Name filter, the report will only filter for payments related to that Customer Record.