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[$250] WS Settings - Can't connect to Netsuite due to an authentication error #87227
Description
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Version Number: v9.3.53-2
Reproducible in staging?: Yes
Reproducible in production?: Yes
If this was caught during regression testing, add the test name, ID and link from BrowserStack: https://test-management.browserstack.com/projects/2219752/test-runs/TR-16387/folder/13176706/41236846/1309881827
Email or phone of affected tester (no customers): applausetester+ccardfeed@applause.expensifail.com
Issue reported by: Applause Internal Team
Bug source: Regression TC Execution
Device used: Windows 11 / Chrome
App Component: Workspace Settings
Action Performed:
Preconditions:
- logged in to an account that already has a control workspace
- enable accounting and navigate to accounting in workspace setting
Steps:
- Click "connect" on Netsuite
- Enter credentials found in 1Password
Expected Result:
Netsuite connection succesfull
Actual Result:
Can't connect to Netsuite due to an authentication error
Workaround:
Unknown
Platforms:
- Android: App
- Android: mWeb Chrome
- iOS: App
- iOS: mWeb Safari
- iOS: mWeb Chrome
- Windows: Chrome
- MacOS: Chrome / Safari
Screenshots/Videos
Video.mp4
Issue Owner
Current Issue Owner: @truph01Upwork Automation - Do Not Edit
- Upwork Job URL: https://www.upwork.com/jobs/~022042222680764968611
- Upwork Job ID: 2042222680764968611
- Last Price Increase: 2026-04-09
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MelvinBot commentedon Apr 7, 2026
Issue Analysis
Root Cause: This is a backend issue, not an App (frontend) issue. The App's NetSuite connection flow (
App/src/components/ConnectToNetSuiteFlow/index.tsx) simply collects three TBA (Token-Based Authentication) credentials —netSuiteAccountID,netSuiteTokenID,netSuiteTokenSecret— and passes them to the backend viaAPI.write('ConnectPolicyToNetSuite', ...)(App/src/libs/actions/connections/NetSuiteCommands.ts:21-42). The App performs no client-side authentication or validation of these credentials. TheisAuthenticationErrorflag displayed in the UI is set entirely by the backend atpolicy.connections.netsuite.lastSync.isAuthenticationError.Recommended Fix: Investigate the backend (Web-Expensify / Integration-Server) NetSuite connection handler. Check backend logs for
ConnectPolicyToNetSuitecommands to see the specific error NetSuite's API returns. Common causes per the NS0109 troubleshooting doc include expired/revoked tokens, changed passwords, modified role permissions, or disabled roles on the NetSuite side.Investigation details
App-side flow (confirmed working as designed)
ConnectToNetSuiteFlowmounts (App/src/components/ConnectToNetSuiteFlow/index.tsx:18-63)App/src/pages/workspace/accounting/netsuite/NetSuiteTokenInput/NetSuiteTokenInputPage.tsx:18-24): Install Bundle → Enable Token Auth → Enable SOAP → Create Access Token → Enter CredentialsApp/src/libs/actions/connections/NetSuiteCommands.ts:21-42) with only optimistic sync progress data — no success/failure handling on the clientlastSync.isAuthenticationError = trueon failureisAuthenticationError()(App/src/libs/actions/connections/index.ts:262-265) and displays the errorWhy this is not an App bug
lastSync.isAuthenticationError === true, a flag set by the backendWhat needs backend investigation
ConnectPolicyToNetSuite/UpdateNetSuiteTokenscommands to see the exact error from NetSuite's APINext Steps: This issue needs backend investigation (Web-Expensify / Integration-Server). The App frontend is functioning as designed — it correctly collects and forwards credentials, and correctly displays the backend-reported authentication error.
melvin-bot commentedon Apr 9, 2026
Triggered auto assignment to Contributor-plus team member for initial proposal review - @truph01 (
External)[-]WS Settings - Can't connect to Netsuite due to an authentication error[/-][+][$250] WS Settings - Can't connect to Netsuite due to an authentication error[/+]melvin-bot commentedon Apr 9, 2026
Job added to Upwork: https://www.upwork.com/jobs/~022042222680764968611
6 remaining items
melvin-bot commentedon Apr 15, 2026
@truph01 Eep! 4 days overdue now. Issues have feelings too...
melvin-bot commentedon Apr 17, 2026
@truph01 6 days overdue. This is scarier than being forced to listen to Vogon poetry!
melvin-bot commentedon Apr 21, 2026
@yuwenmemon @truph01 this issue was created 2 weeks ago. Are we close to a solution? Let's make sure we're treating this as a top priority. Don't hesitate to create a thread in #expensify-open-source to align faster in real time. Thanks!
melvin-bot commentedon Apr 21, 2026
@truph01 10 days overdue. I'm getting more depressed than Marvin.
melvin-bot commentedon Apr 23, 2026
@truph01 12 days overdue. Walking. Toward. The. Light...
mvtglobally commentedon Apr 25, 2026
Issue not reproducible during KI retests. (First week)
melvin-bot commentedon Apr 27, 2026
This issue has not been updated in over 14 days. @yuwenmemon, @truph01 eroding to Weekly issue.
mvtglobally commentedon May 2, 2026
Issue not reproducible during KI retests. (Second week)
truph01 commentedon May 5, 2026
@yuwenmemon We can close this one