CC Payments Say Deposited But Definitely Have Not Been Deposited

New Contributor

I have a big problem and am not getting any support from ST. Yesterday, we took CC payments for jobs totaling just over $17,000. All payments were made before the 5:30 cut-off. Everything shows that the payments went through with no problem and in ST Payment Gateway it says the funds were deposited. The funds were not deposited into our account though. I have tried chatting and calling Support, as well as my Account Manager and I am getting no resolution to this issue. I'm trying not to be rude, but we pay a lot for ST and to have that amount of money essentially go "missing" and no one know what to do or how to handle it expediently, I am beyond frustrated. Any advice or idea of who I can reach out to in order to get a speedy resolution?


Former Titan

Hi Whitney, I see our team is working on your case. I believe in the future if you have an issue with payments, the team who you would be able to contact for direct support is

Engagement Manager
ServiceTitan Community Team

Valued Contributor

If we have a single charge for a large amount, sometimes, and I don't know the amount off hand, but it gets held for 24 hours before the deposit gets released. Never had a problem with the release though.

ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

Hi, Sometimes I feel like the ST chat is sorta lacking and slow, I think you can place a callback? That might be a better option. I do agree this is a very urgent matter but I think a callback might be better as I have had better experience with that when I have the time to talk on the phone (even though chat probably takes a lot longer depending on the issue or question)...