Use this guide if the ExtendInsights Excel add-in opens, but the UI stays on the login page and does not progress after you select NetSuite (or after you sign in with Microsoft/Google).

Symptoms

The ExtendInsights task pane loads, but remains stuck on the login screen.
Clicking the login option (Microsoft/Google) does not complete the sign-in flow.
The page appears to refresh but returns to the same login view.

Why This Happens

ExtendInsights runs inside an embedded browser context in Excel. In some cases, cached session state or an incomplete redirect can prevent the add-in from navigating to the correct production application URL.

This can be more common when:

Your Microsoft/Google login email differs from your NetSuite email, or
You previously signed in with a different identity, cleared cache, switched environments, or changed licensing/email mapping.

How to Resolve the Issue

Step 1: Try the standard fixes first (Recommended)

Close Excel completely (quit the application, do not just close the workbook).
Re-open Excel and launch ExtendInsights again.
If the issue persists:
- Sign out of Office/Excel (if applicable), then sign back in.
- If you can access ExtendInsights in another browser/Excel environment, confirm you are using the same Microsoft/Google identity that is licensed.

If you are still stuck on the login page, continue to Step 2.

Step 2: Force the add-in to redirect to the production app URL

This step uses Excel’s embedded browser developer tools to manually redirect the add-in.

For Mac

In Excel, open the ExtendInsights task pane.
Clear the add-in web cache within the app (if available).
Right-click inside the ExtendInsights UI.
Select Inspect.
Go to the Console tab.
Paste the script below and press Enter:
window.location.href = "https://app.smartclient.io/netsuite?redirected=true&product=xlns"

For Windows

In Excel, open the ExtendInsights task pane.
Right-click inside the ExtendInsights UI.
Select Inspect.
Go to the Console tab.
Paste the script below and press Enter:
window.location.href = "https://app.smartclient.io/netsuite?redirected=true&product=xlns"

See it in action here!

Verification

The task pane should refresh and load the production ExtendInsights NetSuite experience.
You should be able to proceed with the normal login flow and reach the home screen.

If you still cannot log in after the redirect:

Confirm your ExtendInsights license is assigned to the Microsoft/Google email you are using.
Confirm your NetSuite role has the required permissions (SOAP Web Services, User Access Tokens, etc.).