Troubleshooting guide to NetSuite

Issues

Suggested solution

You are unable to access Pleo dashboard within NetSuite at the time of the installation.

Wait 10-15 minute for the installation / update process to complete.

You can't see the Install option in NetSuite

This is due to a lack of admin permissions. Request the user with Administrator rights to continue the installations.

You get an email at the time of installation

Please try again, if the issue persists, or reach out for support.

You can't see Transactions > Pleo > Dashboard

Search for Pleo Dashboard in Netsuite to see if you have access. Otherwise, request the user with Administration rights to continue with the setup.

You can't view the Subsidiaries on the Netsuite Dashboard

The subsidiary needs to be activated:

1. In NetSuite go to Setup
2. Click Subsidiary
3. Uncheck option Subsidiary is inactive

You can't view the entire Chart of Accounts

Currently only 2000 entries can be displayed.

You can still map Categories to NetSuite Internal ID:

1. Go to Chart of Accounts and click View on the Account you want the ID for
2. Grab the NetSuite Internal ID at end of the URL populated after id=

Auth or Authorisation fails when you are logged out

1. Login to Pleo
2. Try and run the connection flow

Pleo error

What happened in NetSuite?

“You have entered an Invalid Field Value X for the following field: location”

The tag value or tag group is not applicable for the subsidiary.

Check the setting by:

1. Go to NetSuite
2. Navigate to the Tag List
3. Click the Tag Value followed by edit

“Code: PLEO_NO_ACCOUNT : You have not provided an account for this expense. Please assign one and try again.”

The expense does not have a NetSuite account associated to it.

Add a category mapped to a NetSuite Internal ID and try to export again.

“Code: PLEO_NO_TAX_CODE : Tax is set on this expense but no NetSuite Tax Code has been assigned”

The NetSuite Tax Code has not been assigned. 

Assign the Tax Code:

1. In Pleo go to Settings
2. Click Accounting
3. Scroll to Tax Codes and add them

“Code: PLEO_NO_TAX_POSTING_ACCOUNT : Unable to find posting account for Tax Code ####”

or

“Code: INVALID_TAX_ACCOUNT: No sales tax account can be found with the tax code ####”

No sales tax account can be found with the tax code ####

NetSuite was unable to associate the Tax Code ID. 

Check the Tax Code ID:

1. In Pleo go to Settings
2. Click Accounting
3. Scroll to Tax Codes and check the Tax Code ID

“Code: INVALID_TAX_ACCOUNT: You have not provided a NetSuite Tax Code ID for this expense.”

The NetSuite Tax Code was not provided for the expense.

Add the Tax Code ID:

1. In Pleo go to Settings
2. Click Accounting
3. Scroll to Tax Codes and add the Tax Code IDs for all entries

“Code: PLEO_UNSUPPORTED_EXPENSE_TYPE: External/Direct reimbursements cannot be balanced.”

Update your SuiteApp 

Expense in Pleo is stuck in Export Queue

1. In NetSuite go to Transactions > Pleo > Dashboard

2. Click on Check Now

3. Ensure that Schedule is set to “Every 15 min”

If the expense is still stuck reach out to our Support team with a screenshot of Recent activity and Debug logs.

Scheduled Export jobs aren’t running

+

“An error occurred during your latest export. Job has expired”

Verify the subsidiary is connected to Pleo by disconnecting and reconnecting the integration. 

Reconnecting the integration:

1. In Pleo go to Settings
2. Click on Accounting
3. Click on Disconnect
4. Reconnect the integration by selecting NetSuite

If you still experience the same issue:

1. In NetSuite go to Transactions > Pleo > Dashboard
2. Click on Check Now
3. Ensure that Schedule is set to “Every 15 min”

Check Script Deployments:

1. In NetSuite go to Customisation > Scripting > Script Deployments
2. Filter for: Type = Scheduled
3. Make sure the settings for Pleo - Scheduled checks and Pleo - Reciept checksare:
   • PRIORITY = High
   • START TIME = 12:00 AM (earliest time)
   • REPEAT = Every 15 mins

“Unable to create a journal. The date of the expense falls within a locked period”

The expense belongs to a period that is closed on NetSuite. 

Resolve this by bypassing the transaction date:

1. Enable Bypass Transaction date
2. Retry the export