FAQ (NetSuite)

installation & set up common errors 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 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 assist you with the below steps solution click customization click scripting click script deployments use the following filters select suitelet in the type dropdown select 2 1 , in the api version dropdown click edit on each of the following script deployment suitelets you wish to edit \[my bank] pay bills \[my bank] paid bills history \[my bank] transfer funds \[my bank] transfer history \[my bank] trans checks (positive pay) \[my bank] trans checks history (positive pay) \[my bank] balances & transactions select the appropriate role , subsidiary , employee , or department you wish to give access to click save cannot find the bundle on search & install / install button is not visible for the bundle if you see this error, 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 bundle from a different environment common questions "do we need to update the plugin or will it auto update?" the bundle will not auto update, therefore you must update the plugin manually you can do this by navigating to customization > suitebundler > search & install bundles > list find the bank bundle, hover over the green icon, and select update "i’ve installed the bundle, but my colleagues can’t see the bundle?" permissions must be granted to non administrators please refer to steps 11 and 12 in the plugin configuration > installation and set up section of this support website "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 information reporting common errors bank accounts not mapping reasons for this error bank account information has not been inputted into the netsuite chart of accounts, in order for us to access it and allow the user to map it update the bundle and retry check the login bank account information entered does not match the backend setup different ids and environments that we don’t have access to account matching page doesn’t load bank account information reasons for this error this can be the result of incorrect permissions in netsuite for the user setting up the connection (you may not be an admin or have the right permissions) the consumer key & secret were generated incorrectly you may not have any bank accounts setup in netsuite 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 account doesn't appear when using netsuite’s reconciliation feature (match bank data) the account doesn't appear when using netsuite’s reconciliation feature (match bank data) this function is native to netsuite you may not have an account set up for reconciliation hover over setup hover over accounting click chart of accounts select edit for each account ensure the 'use match bank data and reconcile account statement pages' box is checked click save 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 common questions "my plugin is 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 log into sandbox fispan cloud http //sandbox fispan cloud/ and run through the wizard again 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 bundle version that is older than 2022 2 0 , the updated bank bundle will come with a premade integration record on the "creating a new security token" step, you will need to define a new token id and token secret please refer to step 8 of the netsuite > plugin configuration > installation and set up section of this support site for instructions on how to do this optional after creating the new access token, you may revoke the old ones associated with this bank bundle you can do this by following the below steps navigate to the home page find the "settings" box on the home page 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" "the manage access tokens link is 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 step 7 of the netsuite > plugin configuration > installation and set up section of this support site for instructions on how to enable "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 notications from the native netsuite account regarding successful import or failure please contact your netsuite administrator to resolve the issue "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 vendor payables common errors "you have entered an invalid field value ### for the following field account" this is an error generated by netsuite when the subsidiary on the payee (i e vendor) does not match the subsidiary the bill is associated with users are recommended to use the subsidiary filter on the pay vendor bills page when paying bills to a specific subsidiary using the subsidiary filter will also filter out source accounts users wish to make their bill payments out of in the "confirm payment" window in the last step of making a payment "there seems to be a communication error with the bank api" this error can be seen on various pages in the bank bundle, such as the pay vendor bills page this error is likely caused by multiple currencies not being enabled on this netsuite company to confirm whether this is the case, please refer to step 7 of the netsuite > plugin configuration > installation and set up section of this support site for how to enable this if multiple currencies is already enabled, please check the netsuite execution logs by following the below steps navigate to customizations > scripting > script execution logs select " all " in the log level filter click the date/time column to reorder the table so that the most recent logs appear up top check the script and detail columns to see whether the error is related to the bank bundle and where specifically the error occurred if the error appears to be related to the bank bundle, please reach out to support with a screenshot of the above script execution logs payments not batching if you see this error, batching may not be enabled get in touch with a support agent to check this for you address/location errors when making payments address must appear on both the bill and vendor if you have updated the address on the vendor already, netsuite does not automatically update the address on any open bills for that same vendor you must go into the open bill(s) and update the address go to the bill record click edit click the billing subtab select the vendor address in the vendor select dropdown field click save "payment request rejected because it failed uniqueness check we suspect this is a duplicate payment" this error appears if you attempt to execute a payment twice on the same bill when it is already paid via the plugin there is already a payment logged against that particular bill's netsuite internal bill id if you are receiving this error, please follow instructions on the voiding and repaying bills page on the netsuite > vendor payables section of this support site on how to properly void and repay a bill through the bank plugin custom records is not enabled custom records need to be enabled because we create a bill payment record for you not having it enabled doesn’t allow us to create that custom record then we would not be able to mark the bills and it would prevent us from using the plugin hover over setup hover over company click enable features click the suitecloud tab go to the suitebuilder section ensure that custom records is checked off "please enter value(s) for department, location " this is an error generated by netsuite when there is a mismatch between the mandatory fields required for a bill in comparison to a payment the error may appear if you try to pay a bill under a different subsidiary than your source (disbursement) account to resolve this, navigate to customization → forms → transaction forms click "edit" beside the bill form you typically use and is marked as "preferred" on the custom transaction form page for the selected bill form, click on the screen fields → main sub tabs find the department and location fields and make note of whether they have show and/or mandatory enabled if department and location cannot be found under the screen fields list, check the sublists sub tab navigate back to the transaction forms page, and click "edit" beside the bill payment form you typically use and is "preferred" on the custom transaction form page for the selected bill payment form, click on the screen fields → main sub tabs like with the bill form previously, find the department and location fields check if show and/or mandatory is enabled and whether they match the show and mandatory selections on the bill form make the appropriate changes on the show and mandatory fields on department and location on the bill payment form to match the same field selections for show and mandatory fields on department and location on the bill form " at least one value must be present in checktemplatecodes for the source bank account when using checkprint or object attribute creditamount is not of correct type" if you execute a checkprint request using an account that is not set up for making checkprint payments you will see this error options to deal with the issue if you would like to add check functionality to this account, reach out to your bank you can ask a customer support agent to check the sows/enrolment forms we got from the bank to make sure we didn’t make a mistake you can confirm which accounts are set up for checks with customer support and make payments with these accounts instea common questions "can i pay multiple invoices in one payment rather than a payment for each individual invoice?" yes, you can enable this feature by going into the vendor, selecting edit, and ticking the box for “group bills for payment” under the bank tab this feature will group all selected bills for a single vendor into one lump sum payment "the payment status of a failed bill stays as 'processing' " this "processing" status can take between 3 to 4 business days to clear, even if the bill payment has failed if the bill appears again on the open bills tab on the pay vendor bills page, you may safely retry this bill payment "my bill remain opens after paying without an error message" this may be happening because the entity bank details bundle (id 323878) or netsuite's electronic bank payments bundle is not installed please check to see if either bundles are installed you do not have adequate permissions this includes permissions to the bank plugin or specific scripts please refer to the plugin access management and netsuite role permission steps under netsuite > plugin setup > installation section of this website you are trying to pay a bill that is locked as a result of the relevant accounting period having already been closed steps to take to see if the bill/account is locked open the bill in question click the open bills tab the bill will have a lock symbol on the top left corner if the bill is locked steps to take if the relevant accounting period is closed re open the accounting period ( setup > accounting > manage accounting periods ) edit the accounting period and enable the "allow non gl changes" checkbox your ap team might have some internal controls over the above accounting period steps please refer to the failed bills page on the netsuite > troubleshooting section of this support site for more details "how do i store my vendor payment information? download our free netsuite bundle, entity bank details (id 323878) if you cannot find it on the search & install bundles page, please reach out to our support team as you may need to be whitelisted "my account doesn't appear in the source account drop down menu on the pay vendor bills page" applying this subsidiary filter on the pay vendor bills page impacts what source accounts are available, as the source accounts must be tied to the selected subsidiary if no source accounts are linked to this subsidiary, no source account will be displayed "is there an approval step after confirming payments in netsuite?" yes, payments must be approved/released in jp morgan access host to host after being sent through the plugin "i don’t see the payment i just sent in host to host why aren’t they there?" payments are batched and sent to host to host at 10 minutes to the hour (xx 50) please check again later "do i need to transmit a positive pay file for bills paid using checkprint?" no, bills paid using checkprint are automatically sent with positive pay confirmation "when will my checks be mailed? " if your files are released by 8pm est, the checks will be mailed on the next business day