Overview
When the NetSuite administrator who originally granted access to your CloudExtend subscription leaves your organization or is replaced, certain integrations will lose their authorized connection to NetSuite. The new administrator must re-grant access through the admin portal to restore full functionality.
This is a known requirement and a standard part of the transition process whenever a NetSuite admin changes at your organization.
Affected Features
ExtendSync for Outlook
The following require reconfiguration after a NetSuite admin change:
ExtendDocs
Calendar Autopilot
Exception — Autopilot features (Thread, Email-based, and Attachments): These do not require reconfiguration after an admin change. They do not use admin tokens and will continue functioning normally.
ExtendSync for Google Workspace (Gmail)
The following require reconfiguration after a NetSuite admin change:
Autopilot
Calendar Autopilot
What to Do
If you've recently had a NetSuite administrator change and are experiencing issues with one of the affected subscriptions, follow these steps:
Step 1: Confirm the admin change
Verify that the NetSuite user who originally authorized the integration is no longer the active administrator, and send a request to your CloudExtend Customer Success Team <cloudextend-success@celigo.com> for a subscription update.
Step 2: Log in as the new NetSuite administrator
The new admin must perform the reconfiguration. This cannot be completed by a standard user.
Step 3: Run the reconfigure process
Locate the reconfigure option for each affected subscription impacted:
For Outlook
Log in to the CloudExtend portal at https://portal.cloudextend.app/.
Select the subscription (ExtendDocs File Storage for NetSuite, or Calendar Autopilot).
Click the Configuration tab.
Click Re-Configure.
For Google
In NetSuite, go to:
Setup → Custom → Celigo CloudExtend SetupOpen the Access to Google tab.
Click Sign in with Google for both authorization prompts:
Grant 1: Enables NetSuite → Google calendar sync
Grant 2: Enables Google → NetSuite calendar sync
Complete both Google authorization flows.
Once both grants are approved, proceed to Calendar & Autopilot Settings.
Step 4: Run a Test
After reconfiguring, run a test to confirm the connection is restored and that data is flowing as expected.
Why This Happens
CloudExtend uses NetSuite admin tokens to authorize certain integrations. These tokens are tied to the specific administrator account that originally granted access. When that admin account is deactivated or replaced, the associated tokens become invalid, causing the integration to lose its connection to NetSuite.
Re-granting access under the new administrator account establishes a fresh, valid token for the integration.
Need Help?
You may refer to the following guides:
ExtendSync offers several support options:
💬 In-app chat at support.cloudextend.io (bottom right)
📘 Search our knowledge base for common issues
📧 Email support: cloudextend-support@celigo.com
📡 Check status: status.cloudextend.io