Advice and answers from the Expensify Team

Technical Contact

This email is important so that we can email whoever is noted in this box highlighted below, in addition the following is an example of why we would email the Technical Contact: 

“We were able to export reimbursable expenses on this report as a NetSuite Expense Report. However, we were NOT able to export non-reimbursable expenses on this report as a NetSuite Journal Entry, as there was an error from the NetSuite side. This means that this report is only ‘half-exported’, and will NOT be marked as exported on Expensify.”

What to do (Next steps):

In the example above of "Half-Exported" reports, after you receive the email these would be the steps to correct your account so that you can export successfully in the future. 

1. Before retrying the export, please first find and delete the half-exported NetSuite Expense Report by performing a global NetSuite search for the report ID. To quickly find the report, type the Expensify Report ID into the search bar at the top of the NetSuite page:

2. Please also make sure your NetSuite connection is synced whenever changes are made on the NetSuite side.

3. Address the message in the NetSuite Export Results Dialogue.

This Help page will be a guide to resolve the matters raised in Export Results Dialogue that you are seeing in Expensify and in the email to the Technical Contact listed in the Connections page.


Unable to Sync

We understand that names change in life, but if you change the name of your Subsidiary in NetSuite it is possible you will see an Export Results Dialogue saying “Error syncing NetSuite data” when trying to export a report to NetSuite.

Please go to the Policy’s Connection page click sync then click Configure and update the name of Subsidiary to the updated name. Remember to click Refresh and then Save.


Missing Records

If you have seen the Export Results Dialogue mentioning that you are missing the following:

  • Category
  • Classification
  • Department
  • Location

Here are the steps to correct the issue:

1. Within Expensify go to the Policy’s Connection page to sync again

2. Try to export and if unsuccessful then see step #3

3. Go into your NetSuite account and do a global search for the missing record causing for example “Classification”

  • Please ensure that the record (ex. Classification)  is active and has the correct name
  • And/or please ensure that the field is associated to the correct subsidiary that the Expensify Policy is associated to

4. In Expensify, resync the Policy

5. Try to export again


Employee Does Not Exist

If you see an Export Results Dialogue appear with a message that an employee does not exist, please verify the following:

1. First, verify that the employee is associated with the same subsidiary in NetSuite as they are in the Expensify policy under which they are submitting. The integration has been built so that we sync the information per each NetSuite subsidiary. This means that we do not pull in all information from every subsidiary at once which helps prevent duplication errors when exporting per subsidiary.

  • Please note: Only NetSuite administrators will be able to alter the subsidiary and only in cases where no employee record exists (i.e. the employee has yet to begin submitting expense reports). To verify in NetSuite, go to Lists > Employees > Employees > [Select Employee] > Edit > Related Records
  • To see the subsidiary in Expensify, go to Admin > [Policy Name] > Connections > Configure > Subsidiary Selection
  • To see the subsidiary in NetSuite, go to Lists > Employees > Employees > [Select Employee] > Edit > Subsidiary

These subsidiaries need to line up in order to be able to successfully export expense reports from Expensify.

2. Verify that the employee in NetSuite doesn't have restricted access to Expensify

  • To look at restricted access, go to Lists > Employees > Employees > [Select Employee] > Edit > Access

This record already exists in NetSuite

  • The report that you initially exported to NetSuite has been rejected and re-approvedThe idea here is that if the report was exported and then rejected and reapproved, the expense report in Expensify is now in a modified state that is different from the one that you initially exported to NetSuiteIn order to correct this, you should grab the ReportID from Expensify (number in the top lefthand corner of the report) and search that number in the global search box in NetSuiteYou should then delete that report in NetSuite (by clicking on Actions > Delete) and re-export it from Expensify to NetSuite
  • The report you exported to NetSuite has only been partially exported (applicable only when “Both” Export Destination is chosen in the sync options)When the partial export occurs, the technical contact that you indicate in Expensify > Connections > Technical Contact will receive an email notifying them of this event. It is super important to make sure that the person listed is the best contact to receive and respond to these notifications. In this situation, a report export was triggered in Expensify, the expense report part was successfully added to NetSuite but the journal entry part threw an error so only part of the report (the reimbursable expenses) was exported to NetSuiteIn order to correct this, you should grab the ReportID from Expensify (number in the top left hand corner of the report) and search that number in the global search box in NetSuiteYou should then delete that report in NetSuite (by clicking on Actions > Delete) and re-export it from Expensify to NetSuite

Supervisor vs Expense Approver in NetSuite

Heads up, if you see that the People Table in Expensify is not updating. Expensify takes the Expense Approver first if it's set in NetSuite. This field will be the Submits to in Expensify and if it's not set the Submits to will be the supervisor. If the employee has an Expense Approver but only the supervisor is changed in NetSuite - Expensify will not update since the Expense Approver is the Submits to. 


Currency

If you see an Export Results Dialogue saying The currency ‘[CURRENCY]' does not exist on NetSuite.

For all foreign transactions, Expensify passes over the conversion rate and currency of the original expense to NetSuite. This means that there MUST be the currency listed in your instance. In addition, it should match to what the Policy is exporting from Expensify to your NetSuite subsidiary.

If you see an error that indicates that 'The currency USD does not exist on NetSuite', then please re-sync your connection to NetSuite via the policy admin section, then try the export again.


Permissions

Error message: You do not have permissions to set a value for element ...

  • class
  • location
  • memo
  • receipt
  • custbody_createdfrom_expensify
  • amount
  • isnonreimbursable
  • department
  • exchangerate

In case of this error you should do the following:

If the report exported that is generating the error is being exported as an expense report

  1. Customization > Forms > Transaction Forms > search for "Expense Report" and click "Edit" [or Customize] on the form that has the "Preferred Checkbox" checked.
  2. Go to Screen Fields > Expenses (the Expenses tab farthest to the right) > make sure the field listed in the error under the Description column has the "Show" checkbox checked.

If the report exported that is generating the error is being exported as a journal entry

  1. Customization > Forms > Transaction Forms > search for "Journal Entry" and click "Edit" on the form that has the "Preferred Checkbox" checked.
  2. Go to Screen Fields > Lines > make sure the field "Class" [or Location or Receipt] under the Description column has the "Show" checkbox checked.
     

Error Message: "NetSuite Error: You do not have permissions to set a value for element line.entity"

  1. Customization > Forms > Transaction Forms > search for "Journal Entry" and "Edit" the form has the "Preferred Checkbox" checked.
  2. Screen Fields > Main > make sure that the field "Name" under the Description column has the "Show" checkbox checked

Error Message: "You do not have permissions to set a value for element approved due to one of the following reasons"

  1. In Expensify, go to Admin > [select policy] > Connections > Configure > Set journal entry approval level to > No preference

Error Message: "You do not have permissions to set a value for element supervisor approval due to one of the following reasons"

  1. Customization > Forms > Transaction Forms > search for "Expense Report" and "Edit" the form has the "Preferred Checkbox" checked.
  2. Screen Fields > Main > make sure that the field "Supervisor Approval" under the Description column has the "Show" checkbox checked

Error Message: "Make sure the categories you are using do not require a rate in NetSuite." 

  1. To check that your categories don't require a rate, go to Setup > Accounting > Expense Categories. Once on that page, click the category name to view the category.
  2. For each category on your report, make sure that the category does not have 'Rate is Required' checked. Your category should look like:

Incorrect NetSuite Connection Credentials

Error message: Please ensure that you have entered the correct NetSuite UserID and NetSuite AccountID. In this case, there was an issue making the initial connection between Expensify and NetSuite.  

Error message: "Failed to login to NetSuite, please verify your credentials and try reconnecting your policy."

To correct this:

  1. Admin > [select policy] > Connections > NetSuite > select "Do not connect to NetSuite".
  2. Select "Connect to NetSuite" > enter master admin credentials > Connect to NetSuite production (or Sandbox) depending on which environment you're using.
  3. You will be taken to NetSuite where you will login with you master admin credentials. Then you will see a screen with the different NetSuite roles. Click Administrator before signing out to return to Expensify. 

Change default payable account in for reimbursable expenses in NetSuite

NetSuite is set up with a default payable account that will be credited each time reimbursable expenses are exported as Expense Reports to NetSuite (as supervisor and accounting approved). In some cases you may want to change this to credit a different account.

The steps to do this in NetSuite OneWorld are the following:

  1. Navigate to Setup > Company > Subsidiaries
  2. Click Edit on the subsidiary that you want to update
  3. Click the preferences tab
  4. Select the preferred account under Default Payable Account for Expense Reports
  5. Click Save

The steps to do this in non-OneWorld are the following:

  1. Navigate to Setup > Accounting > Accounting Preferences
  2. Click Time & Expenses tab
  3. Under Expenses section, there is a field for Default Payable Account for Expense Reports, choose the preferred account.
  4. Click Save.

Please enter value(s) for...

Department, Location or Class

This message comes straight from NetSuite and means that the company made Departments/Classes/Locations mandatory in Accounting Preferences.

To resolve you have two choices: either uncheck the box that represents Department/Classification/Location or make sure that you have tagged expenses for the report accordingly (Department/Classification/Location)

To uncheck this in NetSuite

  • Type "accounting preferences" in the global search > Classifications

Alternatively, if you are encountering this error when exporting to a Journal Entry, this could be because the submitter of the report does not have an employee default set for Departments/Classes/Locations.

To resolve, please give the employee a default Department/Class/Location by going to Lists > Employees > click "Edit" next to the employee entry for the report submitter. Scroll down to the “Classification” section and select a default Department/Class/Location for your employee. Click ‘Save’, and sync your NetSuite connection in Expensify.

Everything Else

This includes 'Memo' and 'Receipt', as well as 'Department', 'Class' and 'Location', and could offer another solution if the above steps are not resolving the issue for those fields.

If the report exported that is generating the error is being exported as an expense report...

  1. Customization > Forms > Transaction Forms > search for "Expense Report" and click "Edit" [or Customize] on the form that has the "Preferred Checkbox" checked
  2. Go to Screen Fields > Main > make sure the field listed in the error under the Description column has the "Mandatory" checkbox unchecked.

Currency X does not exist in NetSuite

If you see this error, you'll need to add the currency to your NetSuite instance. To do this in NetSuite, search Currencies in the global search > New > Fill out required fields > Save.


Change approval preferences in NetSuite

Journal Entries

  • In NetSuite, navigate to Setup > Accounting > Accounting Preferences
  • In the "General" subtab, uncheck "Require Approvals on Journal Entries" to remove the requirement for approval for Journal Entries created in NetSuite. Please note that this will apply to all Journal Entries created, not just those that are created by Expensify.

Expense Report

  • In NetSuite, navigate to Setup > Company > Enable Features
  • On the "Employee" tab, uncheck "Approval Routing" to remove the requirement for approval for Expense Reports created in NetSuite. Note that this selection will apply to purchase orders as well.

Switching ownership of the NetSuite connection from one user to another

When a user who "owns" the NetSuite connection (in the screenshot below, the owner is manager.perkins@expensicorp.com) leaves your company, please follow these steps to switch to a new user:

1. Click "Configure" and make sure that you have saved your "sync options" settings somewhere for you to reference later on. This is really important!

2. Click on the "Do not connect to NetSuite" radio button. You will be asked if you want to disconnect. Click "Disconnect".

3. Click the "Connect to NetSuite" radio button.

4. Enter the email for the admin who will be taking over the account as the NetSuite User ID. Enter the NetSuite Account ID (which you get in NetSuite by going to Setup > Integration > Web Services Preferences).

5. Click on the "Create a new NetSuite Connection" button. You will be asked if you have completed the prerequisites, which you will have at this point. Click "Continue".

6. You'll be directed to the NetSuite SSO page. Enter the email from step #4 and NetSuite password for that account.

7. You'll be directed to the below page in NetSuite. Click on "View all roles" and make sure that you are signed in under the "Administrator role". Once you have confirmed this, click "Sign out".

8. You'll be redirected back to Expensify, where you will setup the "sync options menu" and save the connection.


If you run into any issues with the above, here are some additional troubleshooting steps:

  1. In NetSuite, go into the role of the current connection "owner"
  2. Click "Edit" > "Access" > Select any role other than "Administrator" > "Save"
  3. Click "Edit" > "Access" > Select "Administrator" role > "Save"
  4. Then go back and repeat steps #1-8 above. 

Here is a video of how to do this in NetSuite: 


Please enter value(s) for: Tax Code

This is typically an error that you'll get when attempting to export expense reports to a Canadian subsidiary in NetSuite for the first time. To correct, all you need to do is turn on tax in your NetSuite Configuration, and then sync your connection:

Also, be sure to select posting accounts for GST/HST and PST if you plan on exporting any expenses with taxes on them to Journal Entires:

Expenses created before Tax was turned on might need to have the newly imported taxes applied to them retroactively in order to be exported.


Error: Elimination settings for __ do not match

This error occurs when an Intercompany Payable account is the default setting in the Default Payable Account field in the NetSuite subsidiary preferences and the option for Accounting Approval is enabled for Expense Reports.  To make sure that the correct payable account is active, you need to set the Default Payable Account for Expense Reports on each subsidiary in NetSuite.

  1. Navigate to Setup > Company > Subsidiaries 
  2. Click Edit for the desired subsidiary
  3. Click on the Preferences tab
  4. Choose a preferred account for Default Payable Account for Expense Reports

Reimbursed reports exporting to NetSuite as Accounting Approved instead of Paid In Full

This can occur for two reasons: 

Cause: This error occurs when locations or departments are required on the preferred bill payment form.  

Solution: In NetSuite, please go to Customization > Forms > Transaction Forms and find your Preferred (checkmark) Bill Payment form. Please Edit or Customize this form and remove the requirements for Location and Department.

Cause: This can also be caused if the incorrect settings are applied in the policy configurations in Expensify.

Solution: Ensure that the Expensify policy configuration settings for NetSuite are:

  • Config > Advanced > Sync Reimbursed Reports enabled and payment account chosen
  • Config > Advanced > Journal Entry Approval Level = Approved for Posting
  • Config > Advanced > A/P Approval Account - Must match the current account being used for bill payment.

To make sure the A/P Approval Account matches the account in NetSuite, go into your bill/expense report that is causing the error and click ‘Make Payment’

This account needs to match the account selected in your Expensify configuration.


Error: Invalid posting period ... subsidiary <NULL>

This error occurs when the report submitter's Employee profile in NetSuite has a termination date set.  Please remove this date and then complete all report exports related to this employee.  You may reset the termination date when you are done.


The vendor you are trying to export to does not have access to the currency on the report.

This error occurs when a vendor tied to a report in Expensify does not have access to a currency on the report in NetSuite. To give a vendor access to a currency, please follow the instructions below:

  • Navigate to Lists > Relationships > Vendors in NetSuite to access the list of Vendors.
  • Click 'Edit' next to the Vendor tied to the report.
  • Navigate to the 'Financial' tab:
  • Scroll down to the 'Currencies' section and add all the currencies that are on the report you are trying to export.
  • Click "Save".

The employee's default Department (or Location or Class) was not found in NetSuite. Check that this employee's default Department (or Location or Class) in NetSuite is still active.

This error occurs when you're attempting to export non-reimbursable (company card) expenses using the Employee Default mapping in Expensify and a Department, Location or Class that's been set as the default in (at least one) Employee record in NetSuite has been made inactive (in NetSuite). 

To resolve: 

  • In NetSuite, check the default Department (or Location or Class) for the employee record that's throwing the error (you can do this by searching their name or email address in the global search). 
  • Once you have the name of the offending Department (Locations or Class), go to the list of Departments (or Locations or Classes) via the global search search and select "Show Inactives".
  • You should see the name of the Department/Location/Class listed as inactive. To resolve the issue, you can either: make it active or change the default for that employee to something that is active.

The currency X for the expense Y does not exist in NetSuite

This error typically occurs when you are using a non-OneWorld NetSuite instance and you attempt to export to a currency other than the standard non-OneWorld currencies: EUR, GBP, USD and CAD. 

To correct in NetSuite, go to Setup > Enable Features > check the "Multiple Currencies" box. Here is a screenshot of what that looks like:

Once you've done this, you'll be able to add the offending currency by searching "New Currencies" in the NetSuite global search.


Redirected to NetSuite login page instead of NetSuite Partner Login page when authenticating NetSuite connection in Expensify

This issue occurs in rare situations when the following occurs:

  • Admin X sets up Admin Y's account in Expensify
  • Admin X attempts to authenticate NetSuite connection using Admin X's credentials while logged into Expensify via Admin Y's account
  • Admin X's SSO credentials become mapped to Admin Y's, causing the redirection when Admin Y attempts to authenticate the NetSuite connection on their account

Unfortunately, since the SSO mapping cannot be changed once it is initially made, Admin Y's account needs to be deleted and recreated using an alias email address so that the SSO credentials can be remapped.

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