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Troubleshooting: Issue with logging into ExtendInsights for NetSuite

ExtendInsights Data Management | Resolve the license not found error upon login

Updated this week

This article applies if you log in to ExtendInsights with your Microsoft account and see a message indicating a license was not found for your email address.

Error Message

You may see a screen that says:

  • License not found, or

  • No license found for this email, or

  • A prompt to Start a Company Trial

This typically appears immediately after you sign in with Microsoft.

Why This Happens

ExtendInsights licenses are assigned to a specific login identity (Microsoft or Google email). You will see “License not found” when:

  • Your company has an Enterprise subscription or trial, but your email has not been assigned a license yet.

  • You signed in with a different Microsoft account than the one your admin licensed (common when users have multiple Microsoft identities).

  • Your company does not currently have an Enterprise subscription or trial, and you’re attempting to access the app directly from Microsoft AppSource.

How to Resolve the Issue (End-Users)

1. Confirm you are signing in with the correct Microsoft account

  • Use the Microsoft identity your admin expects (often your work Microsoft 365 email).

  • If you have multiple Microsoft accounts, sign out of Office/Excel and re-open Excel to ensure you select the correct one.

2. If you believe your company already has an Enterprise subscription/trial

  • Contact your ExtendInsights admin and request that they assign you a license for your Microsoft email address. Share the link:
    ​➡️ Admin: How to add licenses to new users

  • After the admin assigns the license, log out of ExtendInsights, then sign in again.

3. If your company does not have an Enterprise subscription/trial

  • Use the option on the screen to Start a Company Trial and submit your details to the CloudExtend team.

  • Your Enterprise trial will be created within 1 business day, including a portal for an admin to assign licenses.

Admin Steps (Enterprise subscription or trial customers)

1. Assign a license to the user

  1. Log in to the subscription portal using your Microsoft account:

  2. Go to Manage Licenses (or the equivalent Licenses view).

  3. Add the user’s Microsoft email address as a licensed user.

Important notes for admins:

  • The licensed email must be the user’s Microsoft or Google identity used to log in to ExtendInsights.

  • If the user’s NetSuite email differs from their Microsoft email, license assignment must match the Microsoft/Google login identity.

2. Ask the user to re-authenticate

Once the license is assigned:

  • Have the user log out of ExtendInsights and log back in.

  • If the message persists, the user should restart Excel to clear cached sessions.

What to Expect

After the correct license is assigned and the user signs in with the correct Microsoft account:

  • The user should be able to proceed past the login screen and access ExtendInsights.

  • The “License not found” screen should no longer appear.

Need Help?

If you need assistance during go-live or rollout:

Related Articles
Licensing: Manage ExtendInsights licenses and Administrator users
Admin: ExtendInsights for Data Management NetSuite Setup Guide
Admin: How to Manage ExtendInsights Analytics for NetSuite Licenses and Users
End-User: Logging into ExtendInsights for Data Management NetSuite
Admin: Add New Users to ExtendInsights for Data Management NetSuite
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