NetSuite Sync Error: Sync didn't finish successfully! Your login credentials are invalid/expired

Why the Sync Error occurs

There are several possible causes for this error message:

  • The user credentials being used to connect the sync are incorrect or have expired
  • The Netsuite Account is a OneWorld/multi-subsidiary account and the user is not entering the subsidiary ID in Bill.com when setting up the sync
  • The user credentials being used to connect the sync do not belong to a NetSuite native Administrator
    • NOTE: Not even a "full access" user will be allowed to connect the sync. A native NetSuite admin's login credentials must be used.
  • The account has Two-Factor Authentication (2FA) or Token-Based Authentication (TBA) enabled in NetSuite
    • Two-Factor Authentication is not supported by the sync integration

How to Fix the Sync Error

The solution for this error varies based on the underlying cause.

Incorrect/expired login credentials To update your login credentials in Bill.com, follow these steps:

  1. Click the gear icon
  2. Under Sync, click Setup
  3. Click Disconnect
  4. Select Yes to confirm the disconnection
  5. Click the gear icon
  6. Under Sync, click Setup
  7. Click Connect
  8. Re-enter the login credentials
    • Be sure to include the subsidiary ID, if applicable
  9. Click Save
    • This will initiate a sync in Bill.com

Non-admin login credentials Update the sync login credentials to a NetSuite Administrator's in Bill.com:

  1. Click the gear icon
  2. Under Sync, click Setup
  3. Click Disconnect
  4. Click Yes to confirm the disconnection
  5. Click the Sync Icon and click Setup
  6. Click Connect
  7. Re-enter the NetSuite Administrator's login credentials
  8. Click Save
    • This will initiate a sync in Bill.com

Two-Factor Authentication/Token-Based Authentication Disable 2FA/TBA for the native NetSuite Administrator role in NetSuite:

  1. Go to Setup > Users/Roles > Two-Factor Authentication Roles
  2. For the Administrator role, select Not required in the Two-Factor Authentication Required drop down menu
  3. Click Submit