Error

Explanation

There are several potential causes for this error message:

• The user's Oracle NetSuite login credentials are incorrect or have expired
• The Oracle 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 Oracle NetSuite 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

Solution 

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

Incorrect/expired login credentials:

To update your login credentials in Bill.com, complete the following steps:

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

Non-admin login credentials:

Update the sync login credentials to be those of a Oracle NetSuite Administrator:

1. Navigate to Gear Icon > Settings > Setup under Sync
2. Click Disconnect
3. Select Yes to confirm the disconnection
4. Hover over the Sync Icon and click Setup NetSuite
5. Click Connect 
6. Reenter your login credentials
7. Save
• This will initiate a sync in Bill.com 

Two-Factor Authentication/Token-Based Authentication:

Disable 2FA/TBA for the Oracle NetSuite Administrator role:

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