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 Oracle Netsuite Account is a OneWorld/multi-subsidiary account and the user isn't entering the subsidiary ID in Bill.com when setting up the sync
• The user credentials being used to connect the sync don't belong to a Oracle NetSuite native Administrator
  • NOTE: Not even a "full access" user will be allowed to connect the sync. A native Oracle NetSuite admin's login credentials must be used.
• The account has Two-Factor Authentication (2FA) or Token-Based Authentication (TBA) enabled in Oracle NetSuite
  • Two-Factor Authentication isn't 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. Select Settings
2. Under Sync, select Setup
3. Select Disconnect
4. Select Yes to confirm the disconnection
5. Select Settings
6. Under Sync, select Setup
7. Select Connect
8. Reenter the login credentials
   • Be sure to include the subsidiary ID, if applicable
9. Select Save
   • This will start a sync in Bill.com

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

1. Select Settings
2. Under Sync, select Setup
3. Select Disconnect
4. Select Yes to confirm the disconnection
5. Select the Sync Icon and select Setup
6. Select Connect
7. Reenter the Oracle NetSuite Administrator's login credentials
8. Select Save
   • This will start a sync in Bill.com

Two-Factor Authentication/Token-Based Authentication Disable 2FA/TBA for the native Oracle NetSuite Administrator role in Oracle 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. Select Submit