Certain NetSuite roles do not allow custom fields to be displayed without explicitly telling them to. If you are not able to see custom fields try switching to a different role. If none of your roles show share this article with your NetSuite Admin and ask them to grant your role the required permissions.
For NetSuite Admin
Step 1: Add the following 6 permissions to the user's role (under setup):
Custom Column Fields
Custom Body Fields
Custom Record Types
Custom Entity Fields
Custom Item fields (under setup tab)
Custom Record Entries (under List tab)
Step 2: Once the permissions have been added ask your user to sign out of our App (if they are still signed in) and sign back in.
Step 3: When users reopen add-in they should refresh the template fields by clicking the 3 dots on the upper right hand corner during edit mode for the template.
If you are still having trouble please reach out to us via the messenger icon at the bottom right or file a support ticket.