When starting a CloudExtend free trial, you may encounter an error that prevents the trial from activating. This article outlines the most common reasons this can happen and the recommended steps to resolve each one.
1. Your Organization Already Has an Active CloudExtend Subscription
This is the most common reason a trial fails to start. If your organization already subscribes to CloudExtend, the system will block a new trial from being created for the same product.
What to do: Contact your CloudExtend admin and ask them to assign you a license from your organization's existing subscription. You should not start a new trial if your org already has a paid or active subscription.
2. You Have Not Been Assigned a License by Your Admin
Your organization may have an active subscription, but your individual user account hasn't been granted access. In this case, the portal may prompt you to start a trial even though your org is already licensed.
What to do: Reach out to your CloudExtend admin and ask them to assign a license to your account via the CloudExtend Admin Portal.
3. Your Organization's License Is Cancelled or Expired
If your organization previously had a CloudExtend subscription that has since expired or been cancelled, the system will prevent a new trial from starting under that organization.
What to do: Contact cloudextend-sales@celigo.com to discuss reactivating your subscription or starting a fresh trial.
4. Your Organization Has Licenses for Other Data Sources, But Not the One You're Trying to Trial
If your organization holds licenses for some CloudExtend data sources (e.g., NetSuite) but not the one you are attempting to trial (e.g., Salesforce or HubSpot), you may see an "Access Denied" message rather than a trial start prompt.
What to do: Ask your admin to contact cloudextend-sales@celigo.com to add it to your subscription.
5. A Backend Provisioning Error Occurred
In some cases, the trial activation process involves multiple steps — including creating a subscription record and linking it to a NetSuite license record via an automated flow. If this backend flow fails, your trial may appear to have started but the license will not be fully provisioned.
Signs of this issue:
The trial appears active in the portal but features are unavailable
No license record can be found in the Admin Portal
You receive the error: "We were unable to start your trial. Please try again or contact support."
What to do: Contact trialsupport@celigo.com with your email address and the product you are trying to trial. Our team will investigate the backend provisioning status and resolve it manually if needed.
7. SSO or Connection Errors During Trial Sign-Up
If your organization uses Single Sign-On (SSO) — for example, Salesforce with a custom domain — you may encounter a connection error when the system attempts to authenticate you during the trial activation process.
What to do: Ensure you are using the correct custom domain when signing in. If the issue persists, please reach out to our team using the chat icon at the bottom right of this page.
Still Having Trouble?
If none of the above scenarios apply or you are still unable to start your trial after following the recommended steps, please reach out to our team using the chat icon at the bottom right of this page.