NetSuite Error linking account or invoice in Work 365

Applies to: Work 365 with NetSuite Integration
Audience: System Administrators, Finance Teams

Overview

When integrating Work 365 with NetSuite, users may encounter errors while linking an Account or Invoice. This issue is often caused by invalid or expired credentials in the NetSuite connector configuration. This article outlines how to identify and resolve these errors to restore integration functionality and ensure smooth data synchronization.

Issue Description

⚠ Common Error Message:

“You have entered an invalid email address or password. Please try again.”

This message typically indicates that the NetSuite connector credentials in Work 365 are incorrect or no longer valid.

Troubleshooting Steps

1. Access the NetSuite Connector Settings

• Go to Work 365 > Administration > Admin Hub

• Navigate to the Integrations tab

• In the NetSuite section, click the gear icon (⚙️)

• Click Edit

2. Verify the Error Message

At the top of the connector configuration screen, check for:

Error! An error occurred while retrieving product classes from accounting connection:
“You have entered an invalid email address or password. Please try again.”

✅ This confirms an authentication failure in the NetSuite connection.

Resolution Steps

✅ Update NetSuite Credentials

• Retrieve the correct email and password for the NetSuite integration user

• In the NetSuite connector configuration:

  • Re-enter the email address

  • Re-enter the password

  • Click Save

Verification

After saving the updated credentials:

• Attempt to link a test Account or Invoice in Work 365

• Confirm the following:

  • No error message appears

  • The link is established successfully

Important Notes

User Permissions

Ensure the NetSuite integration user has sufficient rights to:
✔ Create and update customer records
✔ Create or modify invoices

If Using Token-Based Authentication (TBA)

If your integration uses TBA instead of basic authentication:

• Confirm the Access Token and Token Secret are:

  • Still active

  • Not expired or revoked in NetSuite

Additional Resources

Work 365 NetSuite Integration Guide
NetSuite Authentication Setup