How do I set up tax zones?
You can set tax zones in ServiceTitan by going to Settings > Tax Zones. For more information, see Sales tax setup: Sales Tax by tax zone.
How do I track multiple sales taxes within my tax zone?
To see this option in your tax zone setup, please contact Technical Support for details to configure your account.
Why isn't sales tax showing on my ServiceTitan invoice?
Sales tax may not populate on your ServiceTitan invoice if:
A default sales tax rate has not been assigned to the business unit. Go to Settings > Business Units > Default Tax Rate to assign a tax rate to a business unit.
Tax zones are not set up correctly. To ensure tax zones are set up correctly:
Make sure each zone has the correct zip codes assigned.
Ensure your customers' addresses are Google verified.
Once you have set the tax zones, you must click Set Tax Zones to apply the settings to your customers.
You can manually add a tax zone to a customer by going to Search > Customer Name > Location > Edit Pencil > Tax Zone.
Note: You can find tax zone settings in Settings > Tax Zones.
The service or equipment is not set as taxable. Your service or equipment must be set as taxable for sales tax to be applied. Go to Settings > Pricebook > Services or Settings > Pricebook > Equipment, and click into the service or equipment. Ensure the box beside the Taxable field is checked.
Why isn't sales tax showing on my QuickBooks invoice?
If sales tax is not showing on your QuickBooks invoice, it may be because:
Sales tax is not turned on in QuickBooks. Edit > Preferences > Sales Tax > Company Preferences, and select Yes for Do you charge sales tax?
You have not created a sales tax item for that tax zone. For more on setup, see Choose your tax setup (QuickBooks Desktop USA) or Choose your tax setup (QuickBooks Desktop Canada).
Your service is set as non-taxable. Refer to Configuring services as taxable or non-taxable in QuickBooks for setup details.
You have not assigned the customer a tax rate. Refer to Assigning customers a sales tax rate in QuickBooks for setup details.
How can I see what my sales tax liabilities are?
You can check your sales tax liabilities by running the Sales Tax Liability Report in QuickBooks. Go to Vendors > Sales Tax > Manage Sales Tax, and in the Pay Sales Tax section, select Sales Tax Liability.
You can also run QuickReports for sales tax items to see which invoices that item was used on. Navigate to Lists > Sales Tax Item Name > Right-click > QuickReport.
Why is the sales tax on my ServiceTitan invoice different from the sales tax on my QuickBooks invoice?
If the sales tax on your ServiceTitan invoice is different from the sales tax on your QuickBooks invoice, it might be because:
Your tax zones are not set up correctly in ServiceTitan. Your tax zones should match the rates you have set up for your customers in QuickBooks. For setup instructions, click here.
You have not set up your sales tax items correctly in QuickBooks. For setup instructions, click here.
You have not assigned the correct sales tax item to your customer in QuickBooks. For setup instructions, click here.
Why can't I see the tax rate table (to add multiple tax rates) in ServiceTitan for my tax zones?
Ensure you have checked Charge multiple taxes for this zone. If you can't see that option when you are editing your tax zones, contact Technical Support for details to configure your account.
Why can't I see the "Sales Tax Item" field in ServiceTitan for my tax zones?
To see this option in your tax zone setup, you will need to contact your success or implementation manager to configure your account.
What should I do if I am receiving "Error: There is an invalid reference to QuickBooks Item..." on the Pending Export Report?
If you are receiving this error, you may need to:
Set up a QuickBooks item for the tax zone. Refer to "Creating a QuickBooks item for each tax zone" for setup details.
Go to Settings > Tax Zones and ensure a QuickBooks item is linked to each tax zone. Refer to Tax zone setup for setup details.
What should I do if I am receiving "Error: There is an invalid reference to QuickBooks Item "Sales Tax Payable"…" on the Pending Export Report?
If you are receiving this error, you will need to create a Sales Tax Payable item in the Item List.
What should I do if I am receiving "Error: There is an invalid reference to QuickBooks Item "TAX0001"…" on the Pending Export Report?
This error may occur if you turned sales tax on in QuickBooks and then off, or vice versa.
If you are receiving this error, you will need to rename your Sales Tax Payable item to "TAX0001" in the QuickBooks Item List. You can do this by navigating to the List menu > Item List > Sales Tax Payable > Right-click > Edit Item.
Sales tax will now show on your QuickBooks invoices as "TAX0001". When you run the QuickReport for sales tax liability, you will need to run it for TAX0001.
What should I do if I am receiving another type of error on the Pending Export Report?
If you are receiving another type of error, ensure your services and equipments are mapped to the appropriate account or class in QuickBooks.
How can I see if my invoices are exporting successfully to QuickBooks?
To check if your invoices are exporting successfully, check the Pending Export Report in ServiceTitan. To access this report, go to Reports > Accounting > Pending Export Report. Select the Lookup icon (magnifying glass) to run the report.
How do I create a refund adjustment invoice in ServiceTitan if a general income account is used?
Below are the steps to show the refund in ServiceTitan:
Create a service item in the Pricebook named 'Refund' and map it to the general Income account other service items are mapped to.
Locate the invoice that has already been exported.
Click Add an adjustment invoice.
Add the 'Refund' task for the total amount being refunded as a negative. This is to ensure the revenue that was previously recorded is reduced.
Add a payment for the negative equivalent.
How do I issue a refund for a financed customer?
Utilize the same steps as mentioned above when creating an adjustment invoice with a negative task and negative payment. In a financing situation you should have two payment types, and both will need to be adjusted. These payment types are:
For the amount you received from the bank titled Financing.
For the amount the bank took off the top called Finance Fee*.
*Refunds for financed customers may vary based on the agreement set forth by the financial institution. Please confirm before recording the refund in ServiceTitan since some fees may be non-refundable.
How do I record a refund after money has already been issued to my customer?
Utilize the same steps as mentioned above when creating an adjustment invoice with a negative task and negative payment. The difference is the QuickBooks account the payment type is mapped to. Since money has already moved the payment type will need to credit (reduce) your bank account once exported to QuickBooks.
Therefore, in Settings > Payment types you will add the bank account that was credited (reduced) as a result of the business issuing the refund to the customer.
How do I create a refund adjustment invoice when the original invoice has not yet been exported?
If the original Invoice has not yet been posted, an adjustment invoice is not necessary. Instead, simply apply the negative task and the negative payment to the original invoice to show what is being issued back to the customer.
Leaving the original payment and service item on the invoice shows exactly what is being refunded, rather than the end result being a blank invoice.
If my technician changes the price (or description) of an equipment in ServiceTitan when creating an invoice, what will happen?
If your technician or office staff change the price/description of equipment while creating an invoice:
The changed attributes will show on the QuickBooks invoice. For example, let's say your technician adds an equipment with a sales price of $4,000.00 (as specified in the Pricebook) to an invoice. They edit the price of the equipment and change it to $3,900.00. The $3,900.00 price will be used on the ServiceTitan invoice, and will export to QuickBooks.
The edited price will show on the QuickBooks invoice. For this example, the QuickBooks invoice would show the equipment price as $3,900.00.
The equipment attributes in the QuickBooks Item List will stay the same. For this example, even though the equipment was exported to QuickBooks with a price of $3,900.00, the same equipment in the QuickBooks Item List will not change. It will stay as the original specified price ($4,000.00).
What if I need to un-deposit a fund from my bank?
If you would like to un-deposit funds from your bank:
Navigate to the deposit transaction in the relevant bank (in your Chart of Accounts).
Click into the transaction.
A new window will open. This window will list all of the payments you deposited during that transaction.
Right-click on one of the payments and press Delete Deposit. Please note that all the payments in that deposit will be un-deposited from the bank, not just the one you pressed Delete Deposit on.
Note: When you delete the deposit you will see a credit to the bank and a debit to Undeposited Funds.
If my technician changes the price (or description) of a chargeable material in ServiceTitan when creating an invoice, what will happen?
If your technician or office staff change the price or description of a chargeable material while creating an invoice:
The changed attributes will show on the QuickBooks invoice. For example, let's say your technician adds a chargeable material with a sales price of $40.00 (as specified in the Pricebook) to an invoice. They edit the price of the material and change it to $30.00. The $30.00 price will be used on the ServiceTitan invoice, and will export to QuickBooks.
The edited price will show on the QuickBooks invoice. For this example, the QuickBooks invoice would show the material price as $30.00.
The chargeable material attributes in the QuickBooks Item List will stay the same. For this example, even though the material was exported to QuickBooks with a price of $30.00, the same material in the QuickBooks Item List will not change. It will stay as the original specified price ($40.00).
My account doesn't have an account number in QuickBooks?
Please note that adding account numbers in ServiceTitan is optional. If you need more information about account numbers in QuickBooks, go to the Intuit Community (https://community.intuit.com/products/quickbooks-help-en-us).
What accounts should I do this for?
You do not need to set up all the accounts from your Chart of Accounts. You should ensure you set up the accounts you will map your Pricebook services and payment types to.
If I change the account mapping for my Pricebook item will they update automatically in QuickBooks?
No, they will not update automatically. If you update the account for a Pricebook service, after you have already exported that Pricebook service, it will need to be manually updated in QuickBooks.
For example, you have mapped your AC maintenance service to the HVAC:Sales account. You have exported invoices with that service. You update the AC maintenance service to map to the HVAC:Maintenance account. You will need to go into the QuickBooks Item List (Lists > Item List), right-click to edit the service item, and update the account field to HVAC:Maintenance.
Why can't I see the Add an adjustment invoice option on my invoice?
The invoice must be posted and exported to be able to see this option.
Why doesn't the sales tax on my adjustment invoice match the sales tax on the original invoice?
This may occur if your sales tax rates have changed since you created the original invoice. You can manually create an invoice in QuickBooks if you need to make sales tax adjustments.
What should I do if I am having issues exporting my batch to QuickBooks Desktop?
If you are having issues exporting your batch, follow these steps:
Make sure your computer has internet connection.
Open QuickBooks Desktop.
Open the ServiceTitan Web Connector.
Check if the Web Connector shows an online connection. If it says Offline, there might be a problem with your internet or the connection settings.
If you have internet connection but the Web Connector is still offline, restart the Web Connector.
Try to export your batch again.
If you are still having issues, contact Technical Support.
Why is the Business Unit filter not being applied to all business units when manually creating a new batch? I added two new business units and it's being filtered out.
When adding a new business unit and you're integrated with QuickBooks Desktop, make sure the new business units are mapped in the QuickBooks Desktop settings screen. To access this, go to Settings > Integrations > QuickBooks Desktop and select a QuickBooks file. In the settings screen, click Edit on the Business Units Assigned row.
Why are the materials on an invoice not appearing in QuickBooks Desktop?
Materials not showing up in QuickBooks Online is likely because the invoice was not properly included in the exported batch. Double-checking the batch content in ServiceTitan can resolve this issue.
How should refund payment types be configured to prevent export errors?
To avoid export errors with negative payments, set refund payment types to export as Journal Entry instead of Payment.
Go to Settings > Invoicing > Payment and Invoice Types > Edit Refund > Export As: Journal Entry.
This ensures refunds post correctly in your accounting system and prevents issues caused by exporting negative payments as standard payments.
How do I troubleshoot GL account mapping issues?
Use the correct sub-account naming format of Parent:Sub-account to ensure GL accounts map properly. If you encounter duplicate GL account errors, review your accounting integration settings and remove or merge any duplicate accounts in ServiceTitan.
When a GL account changes, update all affected Pricebook items to reference the new account to keep exports accurate and prevent posting errors.
How can I troubleshoot tax issues on invoices?
Start by checking whether each task on the invoice is correctly marked as taxable. If a pricebook item was recently changed from non-taxable to taxable, remove and re-add the task to apply the update.
Next, review your tax zone mapping in QuickBooks integration settings to confirm zones are linked correctly. Finally, validate customer addresses to ensure ServiceTitan assigns the proper tax zone for each invoice.
How should I handle batch size and timeout issues when exporting?
If you're exporting to QuickBooks Online, keep batches small, such as about 3–4 invoices at a time, to avoid timeout or throttle exception errors.
If you receive a throttle exception, wait a few minutes before retrying or reduce the batch size further. Large batches can cause timeouts because QuickBooks limits the number of transactions processed in a single request.
How can I troubleshoot item synchronization issues with QuickBooks?
If an item was changed from inventory to non-inventory (or vice versa), QuickBooks may block the export. To fix this, duplicate the item in ServiceTitan, update the new version as needed, and deactivate the original to avoid conflicts.
Also, remove any special characters from item names or descriptions and keep them under 100 characters, as longer names can cause sync errors in QuickBooks.
When should I bypass a batch instead of re-exporting it?
Bypass a batch only if the transactions already exist in QuickBooks and don't need to be re-exported. Always confirm the invoices or payments appear in QuickBooks before bypassing to avoid missing entries.
If a batch is locked or shows errors that can't be resolved, re-export it instead. Contact Technical Support if you need help unlocking a batch or verifying which transactions were successfully exported.