--- title: FAQs (NetSuite) slug: svb/faqs-netsuite description: Learn how to resolve errors while executing checkprint requests without proper setup by contacting the bank, reviewing SOWs/Enrolment forms, or confirming with customer support. Discover why payments made through NetSuite need approval in TAG and how bill docTags: bSho0M8HRjDvZq9EBIWDy createdAt: 2022-11-18T00:52:52.000Z --- ## Installation & Plugin 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. This error occurs if the plugin has not been fully connected by completing the installation wizard. Go through the installation 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 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**. ::: :::: ::::: :::ExpandableHeading **"Cannot find the bundle/SuiteApp on Search & Install / Install button is not visible to install"** 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/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?** Since the plugin does not auto-update, you must update it manually. The update process depends on how the bank plugin was originally installed. If the plugin is a SuiteApp: ::::WorkflowBlock :::WorkflowBlockItem Navigate to **Customization -> SuiteCloud Development -> SuiteApp Marketplace**. ::: :::WorkflowBlockItem Find and click on the bank SuiteApp tile. ::: :::WorkflowBlockItem Click the **Upgrade** button in the top-right corner to begin the update. ::: :::: If the plugin is a bundle: ::::WorkflowBlock :::WorkflowBlockItem Navigate to **Customization -> SuiteBundler -> Search & Install Bundles -> List**. ::: :::WorkflowBlockItem Find the bank bundle. ::: :::WorkflowBlockItem Hover over the green icon next to it and select **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 the 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](https://sandbox.fispan.cloud/login) 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 bundle 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 bundle. 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 bundle 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 bundle. 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. ::: # Vendor Payables ### Common Errors Below is a list of common errors encountered when using the Accounts Payable features in NetSuite. Click on any error message to view the cause and immediate troubleshooting steps for a resolution. :::ExpandableHeading **"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 that users want to use for bill payments in the Confirm Payment window during the final step of making a payment. ::: :::::ExpandableHeading **"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 steps below: ::::WorkflowBlock :::WorkflowBlockItem Navigate to **Customizations -> Scripting -> Script Execution Logs** ::: :::WorkflowBlockItem Select **ALL **in the **LOG LEVEL** filter ::: :::WorkflowBlockItem Click the **DATE/TIME** column to reorder the table so that the most recent logs appear at the top. ::: :::WorkflowBlockItem 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 FISPAN Support with a screenshot of the above Script Execution Logs. ::::: :::ExpandableHeading **Payments not batching** If you see this error, batching may not be enabled. Get in touch with FISPAN Support for assistance. ::: :::::ExpandableHeading **Address/Location errors when making payments** The Address must appear on both the Bill and the 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: ::::WorkflowBlock :::WorkflowBlockItem Go to the Bill record ::: :::WorkflowBlockItem Click the **Billing** subtab ::: :::WorkflowBlockItem Select the Vendor address in the **Vendor Select** dropdown field ::: :::WorkflowBlockItem Click **Edit** ::: :::WorkflowBlockItem Click **Save** ::: :::: ::::: :::ExpandableHeading **"Payment request rejected because it failed uniqueness check. We suspect this is a duplicate payment."** You're seeing this error because you're attempting to process a payment for a bill that has already been paid using the plugin. Essentially, there is already a payment recorded against that bill's NetSuite Internal Bill ID. The system is preventing a duplicate payment. If you need to void the existing payment and then resubmit it, you must follow a specific process through the bank plugin. Please refer to the **Voiding and Repaying Bills** page within the **NetSuite -> Vendor Payables** section of this support site for detailed instructions on how to properly void and repay the bill. ::: :::::ExpandableHeading **Custom records are not enabled** The bank payment plugin relies on Custom Records to function correctly. We use a custom record to create and track the bill payment record for you. If this feature isn't enabled, the plugin cannot create that necessary custom record. This prevents us from correctly marking bills as paid, which ultimately stops you from using the plugin altogether. Enable this feature by following these steps: ::::WorkflowBlock :::WorkflowBlockItem Hover over **Setup** ::: :::WorkflowBlockItem Hover over **Company** ::: :::WorkflowBlockItem Click **Enable Features** ::: :::WorkflowBlockItem Click the **Suitecloud** tab ::: :::WorkflowBlockItem Go to the **SuiteBuilder** section ::: :::WorkflowBlockItem Check the **Custom Records** box ::: :::: ::::: :::::ExpandableHeading **"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, follow these steps: ::::WorkflowBlock :::WorkflowBlockItem **Go to Transaction Forms** Navigate to **Customization → Forms → Transaction Forms**. ::Image[]{src="https://app.archbee.com/api/optimize/MM6nC_bKbIkwCRqiFZqEu/m3HxH8QjImEa2jTLFoR6w_image.png" size="60" width="924" height="506" position="center" caption="Navigate to Transaction Forms" darkWidth="924" darkHeight="506" showCaption="true"} Click **Edit** beside the Bill form you typically use and that is marked as **Preferred**. ::Image[]{src="https://app.archbee.com/api/optimize/MM6nC_bKbIkwCRqiFZqEu/ENs3mFPbVdhA2zmcYNZvO_image.png" size="80" width="1538" height="652" position="center" caption="Click "Edit" for a Preferred Bill form" darkWidth="1538" darkHeight="652" showCaption="true"} ::: :::WorkflowBlockItem **Locate Department and Location** On the Custom Transaction Form page for the selected Bill form, click on the **Screen Fields** **→ Main** sub-tabs. ::Image[]{src="https://app.archbee.com/api/optimize/MM6nC_bKbIkwCRqiFZqEu/NhtISP7PHCNqpICWOT8b1_image.png" size="80" width="2858" height="1122" position="center" caption="Department and Location fields on Bill form" darkWidth="2858" darkHeight="1122" showCaption="true"} 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. ::: :::WorkflowBlockItem **Match Bill Form and Bill Payment ** Navigate back to the Transaction Forms page, and click **Edit** beside the Bill Payment form you typically use and that is **Preferred**. ::Image[]{src="https://app.archbee.com/api/optimize/MM6nC_bKbIkwCRqiFZqEu/VcXOOw5DvMw0bACw-3nAa_image.png" size="80" width="1824" height="650" position="center" caption="Click "Edit" on a "Preferred" Bill Payment form" darkWidth="1824" darkHeight="650" showCaption="true"} 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. ::Image[]{src="https://app.archbee.com/api/optimize/MM6nC_bKbIkwCRqiFZqEu/Pnn6SBkXo_5o5lB-LHxVH_image.png" size="80" width="2082" height="1182" position="center" caption="Department and Location fields on Bill Payment form" darkWidth="2082" darkHeight="1182" showCaption="true"} 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. ::: :::: ::::: :::ExpandableHeading **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:** 1. If you would like to add check functionality to this account, reach out to your bank.  2. 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. 3. You can confirm which accounts are set up for checks with customer support and make payments with these accounts instead ::: ### Common Questions This list provides answers to common questions that arise when using the Accounts Payable features in NetSuite. :::ExpandableHeading **Can I pay multiple invoices in one payment rather than making a payment for each 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. ::: :::ExpandableHeading **Why does the Payment Status of a failed bill stay 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. ::: :::::ExpandableHeading **Why is my bill still open in NetSuite even though I processed the payment and received no error message?** If your bill remains open after payment, check these potential causes: - The required bundles, either the Entity Bank Details bundle (ID 323878) or NetSuite's Electronic Bank Payments bundle, may not be installed. Verify their installation status. - Your current role might lack the permissions needed for the bank plugin or associated scripts. See the **Plugin Access Management** and **NetSuite Role Permission** steps in the **NetSuite -> Plugin Setup -> Installation** section of our website. - You may be attempting to pay a bill that is locked because the relevant Accounting Period has already been closed. To find out if the bill/account is locked: ::::WorkflowBlock :::WorkflowBlockItem Open the bill in question ::: :::WorkflowBlockItem Click the Open Bills tab ::: :::WorkflowBlockItem The bill will have a lock symbol on the top left corner if the bill is locked, ::: :::: If the relevant Accounting Period is closed, you should reopen the Accounting Period by following these steps: ::::WorkflowBlock :::WorkflowBlockItem Go to **Setup -> Accounting -> Manage Accounting Periods** ::: :::WorkflowBlockItem Click **Edit** on the Accounting Period and enable the** Allow Non-GL Changes **option. ::: :::: 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. ::::: :::ExpandableHeading **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 FISPAN Support as you may need to be whitelisted. ::: :::ExpandableHeading **Why doesn't my account 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. ::: :::ExpandableHeading **"Is there an approval step after confirming payments in NetSuite?"** Yes, payments must be approved/released in TAG (Transact Gateway) after being sent through the plugin. ::: :::ExpandableHeading **"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. ::: :::ExpandableHeading **"When will my checks be mailed?"** If your files are released by 8pm EST, the checks will be mailed on the next business day. :::