Credit holds

Overview#

A credit hold stops new jobs for a customer until they settle up. It blocks booking from the office, online booking, the AI receptionist and API, and membership visits. Holds can be placed by hand or automatically when an invoice is too far past due. An owner or admin can allow bookings anyway for a short time, for example for an emergency.

Before you start#

• Placing, overriding and releasing holds needs billing.manage (Owner, Admin).

• Everyone who can see the customer sees the hold and why.

Steps#

See a customer's credit status#

1. Open the customer. The Credit card shows Credit hold, Hold overridden or Can book.

2. It also shows "Overdue: $X on N invoices" and any membership payment past due.

Place a hold by hand#

1. In the Credit card, enter Put on credit hold: reason (at least 3 characters).

2. Click Place hold.

Allow a booking anyway#

1. Enter Allow bookings anyway: reason and choose For: 2 hours, 24 hours, 3 days or 7 days.

2. Click Allow bookings. The badge shows Hold overridden until the time runs out.

Release a hold#

1. Enter Release: note (optional) and click Release hold.

2. Automatic holds also lift by themselves once the overdue balance is paid. Manual holds stay until someone releases them.

Turn on automatic holds#

1. Go to Settings › Accounting › Billing & Collections › Credit holds.

2. Tick Put customers on hold automatically, set When an invoice is this many days past due (default 60) and And the overdue balance is at least ($).

3. Click Save billing settings.

Settings that change this#

• Settings › Accounting › Billing & Collections › Credit holds.

Tips#

• Write a clear reason. Bookers see it when the booking is refused.

• Use a short override for emergencies instead of releasing the hold.

• Accounting › Billing & Collections lists every customer on hold.

Troubleshooting#

• "This customer is on credit hold (…), so new jobs can't be booked." → settle the balance, or ask an owner or admin to allow bookings from the customer page.

• The hold didn't lift after payment → it was placed by hand → release it.

FAQ#

Does a hold stop work already scheduled? It blocks new jobs. Existing appointments stay; review them with the customer.

Can Accounting place holds? No. Holds need billing.manage (Owner or Admin).

Coming from ServiceTitan#

• Same idea as: ServiceTitan's customer credit hold.

• Different: holds can be automatic from overdue rules, and a time-limited override replaces removing the hold.

• Where it lived: the ServiceTitan customer record; the Credit card on the TradesWork customer page.