--- title: FAQs (NetSuite) slug: customersbank/faqs-netsuite description: Discover troubleshooting tips for the NetSuite plugin, addressing installation errors, permission issues, and FAQs to ensure seamless functionality and access. docTags: bSho0M8HRjDvZq9EBIWDy createdAt: 2022-11-18T00:52:52.000Z --- This page is your go-to resource for quick troubleshooting. We've compiled a list of the most common errors and frequently asked questions you might encounter when using the Customers Bank plugin in NetSuite, providing you with immediate answers and resolutions. *** ## Installation & Setup ### Common Errors Below is a list of common errors encountered during installation and plugin setup in NetSuite. Click on any error message to view the cause and immediate troubleshooting steps for a resolution. :::ExpandableHeading **"Setup required"** This error appears in a banner. You can see the banner on the bill payments or any of the plugin pages. Reasons for error and what to do: - This error occurs if the plugin has not been fully connected by completing the connection wizard - Go through the wizard again and make sure the token IDs are present. - This error can also happen if you don’t have currencies or the manage authentication field enabled.** ** ::: :::::ExpandableHeading **"You do not have privileges to view plugin."** This can show up on various pages in the plugin where the current user does not have permission to access it. To fix this issue, you must have a NetSuite Administrator or someone with permissions to configure scripts to assist you with the following steps. ::::WorkflowBlock :::WorkflowBlockItem **Navigate to Script Deployments** Go to **Customization →** **Scripting →** **Script Deployments** ::: :::WorkflowBlockItem **Give Access to Suitelets ** Use the following filters: - Select **Suitelet** in the **Type** dropdown - Select** 2.1,** in the** API Version** dropdown ::: :::WorkflowBlockItem Click **Edit** on each of the following script deployment Suitelets you wish to edit: - Customers Bank Pay Bills - Customers Bank Paid Bills History - Customers Bank Transfer Funds - Customers Bank Transfer History - Customers Bank Trans Checks (Positive Pay) - Customers Bank Trans Checks History (Positive Pay) - Customers Bank Balances & Transactions ::: :::WorkflowBlockItem Select the appropriate role, subsidiary, employee, or department you wish to give access to. ::: :::WorkflowBlockItem Click **Save** ::: :::: ::::: :::ExpandableHeading **"Cannot find the SuiteApp on Search and says Limited Access on the SuiteApp"** If you encounter this, you will need to get in touch with a support agent. It is likely that your account either: - Hasn’t been whitelisted - Has an incorrect Account ID - Has a SuiteApp from a different environment ::: ### Common Questions This list provides answers to common questions that arise during the installation process, to help ensure a smoother setup in NetSuite. :::::ExpandableHeading **Do we need to update the plugin or will it auto-update?** The plugin will not auto-update, therefore you must update the plugin manually. ::::WorkflowBlock :::WorkflowBlockItem Navigate to **Customization → SuiteCloud Development → SuiteApp Marketplace**. ::: :::WorkflowBlockItem Find the Bank SuiteApp and click on the tile. ::: :::WorkflowBlockItem Click the **Upgrade** button in the top-right corner to begin the update. ::: :::: ::::: :::ExpandableHeading **I’ve installed the bank plugin, but my colleagues can’t see the plugin?** Permissions must be granted to non administrators. Please refer to Plugin Access Management step in the Plugin Setup > Installation section of this Support Website. ::: :::ExpandableHeading **My NetSuite had a Sandbox Refresh and now I can’t use the plugin. What do I do?** When a Sandbox Refresh occurs, you will need to complete the onboarding process again. Start by logging into [sandbox.fispan.cloud](http://sandbox.fispan.cloud/) and completing the onboarding steps again. ::: *** ## Cash Management (Information Reporting) ### Common Errors Below is a list of common errors encountered when using the Cash Management (Information Reporting) products in NetSuite. Click on any error message to view the cause and immediate troubleshooting steps for a resolution. :::ExpandableHeading **"Bank accounts not mapping"** The error is likely due to one of these reasons: - The system can't access or map the bank account because the information has not been entered into the NetSuite Chart of Accounts. - To fix this, first update the plugin. - Then, check your login information before retrying the process. - Bank account information entered does not match the backend setup. - Different IDs and environments that we don’t have access to. ::: :::ExpandableHeading **"Account Matching page doesn’t load bank account information"** The error is likely due to one of these reasons: - The connecting user in NetSuite lacks the required permissions (e.g., is not an administrator). - The Consumer Key and Secret were generated incorrectly. - There are no bank accounts currently configured in your NetSuite environment. ::: :::ExpandableHeading **".csv file is not downloading from the Balances and Transactions page"** You may have a pop-up blocker enabled on your browser. Please check if the pop-up blocker is preventing the download from appearing, and then try again. ::: :::::ExpandableHeading **"Account doesn't appear when using NetSuite’s reconciliation feature (Match Bank Data)"** It looks like the account you're trying to use isn't appearing when you use NetSuite's native bank reconciliation feature, Match Bank Data. This usually means the account isn't configured for reconciliation in your Chart of Accounts. You'll need to edit the account settings to enable the reconciliation feature. ::::WorkflowBlock :::WorkflowBlockItem Go to** Setup → Accounting → Chart of Accounts** ::: :::WorkflowBlockItem For the account you need to reconcile, select **Edit**. ::: :::WorkflowBlockItem Check the box labeled **Use Match Bank Data and Reconcile Account Statement pages**. ::: :::WorkflowBlockItem Click **Save**. ::: :::: After following these steps, the account should now be available when you use the Match Bank Data feature. ::::: :::ExpandableHeading **"Manual Match Bank Data Import Failing: The file could not be imported because the date is not in the correct format."** If you are running into this error message when completing a manual import, select NetSuite BAI2 as your Export Format instead. ::Image[]{src="https://api.archbee.com/api/optimize/MM6nC_bKbIkwCRqiFZqEu/PiNQRwO5zjQszEWarq_Z6_screenshot-2024-05-09-at-103643-am.png" size="80" width="800" height="211" position="center" caption="Select NetSuite BAI2" darkWidth="800" darkHeight="211" showCaption="true"} ::: ### Common Questions This list provides answers to common questions that arise when using the Cash Management (Information Reporting) features in NetSuite. :::::ExpandableHeading **Why is my plugin no longer connected in the Production environment?** If you are logged in and the plugin is no longer connected, the NetSuite Production may have been refreshed. You will need to re-establish this connection. ::::WorkflowBlock :::WorkflowBlockItem **Log in to Production** Log in to [sys.fispan.live](https://sys.fispan.live/login) and run through the wizard again. ::: :::WorkflowBlockItem **Deactivate Plugin** If the plugin is still showing as **Active** or **Connected**, click on the three dots and select **Deactivate**. If you have updated from a Bank plugin version that is *older than 2022.2.0*, the updated plugin SuiteApp will come with a premade Integration Record. ::: :::WorkflowBlockItem **Define New Token** On the Creating a New Security Token step, you will need to define a new **Token ID** and **Token Secret**. Please refer to **'Create a New Security Token **in the **NetSuite → Plugin Setup → Installation** section of this support site for instructions on how to do this. ::: :::WorkflowBlockItem **Revoke Old Tokens \[OPTIONAL]** After creating the new Access Token, you may revoke the old ones associated with this Bank SuiteApp. You can do this by following the steps below: - Navigate to the homepage. - Find the **Settings** box on the homepage. By default, this is located on the bottom left. - Click on **Manage Access Tokens.** - Click **Edit** beside the Token you wish to revoke. - Click **Revoke.** ::: :::: ::::: :::::ExpandableHeading **Why is my plugin no longer connected in the Sandbox environment?** If you are logged in and the plugin is no longer connected, the NetSuite Sandbox may have been refreshed. You will need to re-establish this connection. ::::WorkflowBlock :::WorkflowBlockItem **Log in to Sandbox** Log in to [sandbox.fispan.cloud](http://sandbox.fispan.cloud/) and run through the wizard again. ::: :::WorkflowBlockItem **Deactivate Plugin** If the plugin is still showing as **Active** or **Connected**, click on the three dots and select **Deactivate**. If you have updated from a Bank plugin version that is *older than 2022.2.0*, the updated plugin SuiteApp will come with a premade Integration Record. ::: :::WorkflowBlockItem **Define New Token** On the Creating a New Security Token step, you will need to define a new **Token ID** and **Token Secret**. Please refer to **Create a New Security Token** of the **NetSuite → Plugin Setup → Installation** section of this Support Site for instructions on how to do this. ::: :::WorkflowBlockItem **Revoke Old Tokens \[OPTIONAL]** After creating the new Access Token, you may revoke the old ones associated with this Bank SuiteApp. You can do this by following the steps below: - Navigate to the homepage. - Find the **Settings** box on the homepage. By default, this is located on the bottom left. - Click on **Manage Access Tokens.** - Click **Edit** beside the Token you wish to revoke. - Click **Revoke.** ::: :::: ::::: :::ExpandableHeading **Why is the Manage Access Tokens link not visible in the Settings box on the Home Page?** This is likely the result of **Token-Based Authentication** not being enabled on this NetSuite Company. Please refer to **Configure NetSuite Feature **of the **NetSuite → Plugin Setup → Installation **section of this Support Site for instructions on how to enable. ::: :::ExpandableHeading **Will I receive an error message if the bank feeds do not import?** No, the plugin itself does not send email notifications or support push notification messaging. However, the NetSuite admin who set up the bank feeds for clients in NetSuite can receive email notifications from the native NetSuite account regarding successful import or failure. Please contact your NetSuite administrator to resolve the issue. ::: :::ExpandableHeading **For multi-entities, can the company name be unique per bank account?** Yes. Contact your bank and ask them to enter a unique** Account Holder Name **for each Bank Account using the details you provide. If there is an entry in the **Account Details → Account Holder Name **field, this name will appear on Vendor Payments; otherwise, it will default to the **Account Label** (i.e., Company Name). For example, if the umbrella company is ACME Holdings, the name on the payments would appear as coming from ACME North or ACME South, etc., based on the bank account used for the payment. :::