Troubleshooting
Role: Administrator · Office AdminArea: Invoicing · Permissions · ServiceTitan Mobile · All versions
What you're seeing
When materials are added to invoices, your internal cost shows instead of (or alongside) the customer price. This happens on office-generated invoices and on invoices technicians show customers in the ServiceTitan Mobile app. It can expose your cost prices to employees, technicians, or customers who should not see them.
Why this happens
There are 2 common reasons.
Reason 1
Chargeable material prices always appear on customer-facing invoices.
The customer is paying for those items, so their prices are shown by design. This is expected and cannot be hidden.
Reason 2
Cost visibility is controlled by user permissions, not by the invoice.
Non-chargeable materials do not appear on customer-facing invoices, but office employees and technicians can still see cost details inside ServiceTitan unless their permissions are changed.
How to fix it
Run these checks in order.
1Hide costs from office employees
Go to Settings > People > Employees.
Find the office employee you want to edit and click Edit > Permissions.
Deselect these permissions: Show cost details and View Job Costing.
Click Save Changes.
✓ Done · That employee no longer sees material cost details when viewing invoices.
2Hide costs from technicians in the mobile app
Go to Settings > People > Technicians.
Find the technician you want to edit and click Edit > Permissions.
Deselect the View material costs permission.
Click Save Changes.
Ask the technician to refresh ServiceTitan Mobile: tap the Sync icon and download the pricebook again.
✓ Done · The technician no longer sees material costs in the mobile app after re-syncing.
Still not working?
Contact ServiceTitan Technical Support at go.servicetitan.com/ask with:
Your tenant name and whether the issue affects office employees, technicians, or both
The employee or technician name and their role
Which permissions you changed and a screenshot of their current permissions
Whether the technician re-synced the pricebook in ServiceTitan Mobile
Want to learn more?
Hiding material prices on purchase orders sent to vendors ›
Keep your cost prices from appearing on purchase orders before they are sent to vendors.
Understanding employee and technician permission roles ›
How employee and technician permissions control the cost and job-costing details each role can see.