If you see the error below when attempting to log in to ExtendSync for Google NetSuite, it means your NetSuite role is missing a required permission.
This article explains why the error occurs and how to resolve it.
Error Message
{ "error": { "code": "", "details": "You are not authorized to perform this." } }
Why This Error Happens
ExtendSync uses Token-Based Authentication (TBA) to securely connect Gmail and NetSuite.
If your NetSuite role does not allow login using access tokens, NetSuite blocks the request and returns this error.
This typically occurs when:
A custom or restricted role is being used
The role was recently created or modified
Required permissions were not added to the role
How to Resolve the Error
A NetSuite Administrator must update the role you are using to log in to ExtendSync.
Log in to NetSuite as an Administrator.
Go to:
Setup → Users/Roles → Manage RolesIn the Authorization section, check if Web Services Only Role is OFF.
Locate the role used in ExtendSync and click Edit (or Customize).
Open the Permissions subtab.
Go to the Setup section.
Add the permission:
Log in using Access Tokens
SOAP Web Services
User Access Tokens
SAML Single Sign On (Enable only if your company uses SSO (Okta, OneLogin, Microsoft Entra ID, etc.).
Set the Level to Full.
Click Save.
💡 If users can select multiple roles, ensure this permission is added to every role they may use with ExtendSync.
Final Step for End Users
After the role is updated:
Close Gmail completely.
Reopen Gmail in Google Chrome.
Launch the ExtendSync panel.
Log in again.
The authorization error should no longer appear.
✅ Verification Checklist
Confirm the following after the update:
✔ The role includes Log in using Access Tokens (Full) and other permission needed.
✔ You selected the correct role during ExtendSync login
✔ Gmail was refreshed after the permission change
Need Help?
If the error persists after following these steps:
🔎 Search support.cloudextend.io
💬 Chat with Support (bottom-right widget)
📧 Email cloudextend-support@celigo.com
Please include:
Your NetSuite role name
Screenshot of the error message
We’re happy to help you get logged in and back to using ExtendSync.