When adding or updating a Contact in NetSuite using ExtendSync for Outlook, you may encounter issues where certain phone numbers are rejected by NetSuite.
This happens because NetSuite enforces different validation rules for Web Services (API) which ExtendSync uses compared to the NetSuite UI.
💡 In the NetSuite UI, almost any phone number format is accepted.
However, when saving through ExtendSync, NetSuite’s Web Services layer enforces specific validation rules for phone fields.
Issue
Phone numbers save successfully in the NetSuite UI
The same phone numbers fail validation when saved through ExtendSync
Errors occur on fields such as:
Mobile Phone
Home Phone
Office Phone
Why This Happens
ExtendSync communicates with NetSuite using SOAP Web Services.
NetSuite applies stricter field-level validation for API-based inputs.
For example, the NetSuite UI allows numbers like
+639954130010, but this format is not accepted through the API.
Example
You may be able to add a number like
+639954130010directly in the NetSuite UI.However, if you attempt to save the same number via ExtendSync, it will fail validation for Mobile, Home Phone, or Office Phone fields.
⚙️ NetSuite’s Web Services and UI validations are not identical. This behavior is a known NetSuite limitation.
NetSuite Phone Number Validation Rules
When adding a Contact record to NetSuite the following validations are performed to be consistent with NetSuite's own field level validations.
Phone Field | Validation Rules | Accepted Formats |
Main Phone | No validation required (NetSuite performs none). | Any format |
Mobile | Validation required |
|
Home Phone | Validation required |
|
Office Phone | Validation required |
|
⚠️ Any phone number not following the above patterns will fail validation and prevent the record from saving through ExtendSync.
Workarounds
Option 1: Use NetSuite UI for Non-Standard Phone Numbers
If the phone number does not match NetSuite’s Web Services rules, enter it directly in the NetSuite UI instead of via ExtendSync.
Option 2: Use Custom Fields (Recommended for International Numbers)
If your organization needs to store international or non-standard phone formats:
Create a custom phone/text field in NetSuite
Use workflows or scripts to copy or reference the value as needed
Bypass NetSuite’s built-in phone validation entirely
Request NetSuite Enhancement
We recommend upvoting the official NetSuite enhancement request so that they standardize phone number validation between the UI and Web Services.
CloudExtend can only fully implement broader validation support once NetSuite updates their platform.
Use the button below to link to NetSuite SuiteAnswers 74379 and upvote it as we can only implement this solution when NetSuite supports it.
Key Takeaways
ExtendSync follows NetSuite’s Web Services validation rules
UI and API validations are not the same
International formats often fail via API
Custom fields are the best workaround today
Need Help?
If you’re unsure which phone format to use or need help with a workaround:
🔎 Search support.cloudextend.io
💬 Chat with Support (bottom-right widget)
📧 Email cloudextend-support@celigo.com
Include:
Phone field being updated
Format used
Screenshot of the validation error
We’re happy to help you find the best solution for your phone number requirements.