This error message is displayed when logging into the add-in from the side panel.

Possible Causes

  1. The original admin who authenticated NetSuite form SuperSync no longer has the Administrator role.

    1. Solution: One of the following:

      1. Add the Administrator role back to the original admin's employee record.

      2. Give a new admin access to your company's SuperSync account, and have them reauthenticate.

  2. The NetSuite account has been set up with IP address rules to restrict access to a whitelist of IP address.

    • Solution: Whitelist the following IP address:

  3. The authentication may have become invalid for some unknown reason.