Here are a few steps to troubleshoot the issue
Check if the user's licensed email in Admin Portal (subscriptions.cloudextend.io) is the same as the NetSuite email ID for which the tokens are generated.
Check that the user's role has 'user access tokens' enabled.
Check that the role for which tokens are generated is not a
Web Services onlyrole.
NetSuite Admins can enable debug log level on the script deployment shown below and ask the user to try login. If they still see the error in app the Admin should Refresh the execution log and check for errors. If there are any errors those should help resolve or you can send Celigo support team the errors and we can help you debug further.
The script ID is customdeploy_celigo_ce_id_verification (name is CloudExtend Auth - Identity Verification ).
If the error is still not resolved please email firstname.lastname@example.org with debug logs (captured from script deployment above) and a support rep will assist further.