ExtendSync and ExtendInsights retrieve custom record type and custom transaction type metadata from NetSuite. If the connected NetSuite role cannot access this metadata, the affected record types may be missing when users search for records, create records, or build templates.
Earlier app versions displayed the following warning:
Errors were reported while looking up record types on this account.
Current app versions may not display this warning. Instead, the affected custom record or transaction types are omitted from the available lists.
Symptoms
You may experience one or more of the following:
A custom record type is missing from the available record type list.
A custom transaction type is unavailable when creating a template.
Fields associated with a custom record or transaction type are missing.
Refresh Record Types does not retrieve all expected record types.
ExtendSync cannot find a custom record type when searching, creating, associating, or editing a record.
ExtendInsights cannot build or refresh a template that uses an affected custom record or transaction type.
Earlier app versions display this warning:
Errors were reported while looking up record types on this account.
The metadata lookup may occur when:
You create a new CloudExtend connection, and its metadata cache is empty.
You click Refresh Record Types under Settings → Configure Records Filter or while using Create Record.
A search or template references a custom record type that is not yet cached.
A NetSuite administrator adds a new custom record type or custom transaction type.
🔍 Why This Happens
As of NetSuite 2026.2, the SOAP getCustomizationId operation strictly enforces the permissions assigned to the connected NetSuite role.
ExtendSync and ExtendInsights use this operation to retrieve the following metadata:
Metadata type | Required NetSuite permission | Permission location |
| Custom Record Types — View or higher | Role → Permissions → Setup |
| Custom Transaction Types — View or higher | Role → Permissions → Setup |
If the connected role does not have one or both permissions, NetSuite does not return the corresponding metadata to CloudExtend.
This is a NetSuite permission requirement, not an ExtendSync or ExtendInsights application error.
How to Resolve the Issue
NetSuite Administrator
Update the role used for the CloudExtend connection:
In NetSuite, go to Setup → Users/Roles → Manage Roles.
Locate the role used for the ExtendSync or ExtendInsights connection.
Click Edit.
Open Permissions → Setup.
Add the following permissions:
Custom Record Types — View or higher
Custom Transaction Types — View or higher
Save the role.
Allow up to 30 minutes for NetSuite to apply the permission changes.
Both permissions should be added so CloudExtend can retrieve all supported custom record and transaction type metadata.
ExtendInsights End Users
After the NetSuite administrator updates the role:
Wait up to 30 minutes for the permission change to take effect.
Open ExtendInsights.
Retry the affected action, such as:
Creating a template
Refreshing a template
Selecting a custom record type
Selecting a custom transaction type
ExtendSync End Users
After the NetSuite administrator updates the role:
Wait up to 30 minutes for the permission change to take effect.
Open ExtendSync.
Go to Settings → Configure Records Filter.
Click Refresh Record Types.
Retry the affected action, such as:
Searching for a record
Creating a record
Associating an email or event with a record
Editing a record
Verification
Confirm that the permission update worked:
The expected custom record types appear in CloudExtend.
The expected custom transaction types appear when creating or configuring a template.
Fields belonging to those record types are available.
Refresh Record Types completes successfully.
You can retry the original action without encountering missing record types or fields.
If a record type is still missing, confirm that:
The user is connected with the role that received the new permissions.
NetSuite has had up to 30 minutes to apply the change.
The required record types are available to that role in NetSuite.
The CloudExtend record type list was refreshed after the permissions were updated.
Best Practices
Current app versions may not display a warning when these permissions are missing. The affected custom record or transaction types may simply be absent.
If users report missing custom record types or fields without an error message, check these two permissions first.
Review permissions for every NetSuite role used to connect CloudExtend. Updating one role does not update other roles.
Refresh the CloudExtend record type list after adding a new custom record type or custom transaction type in NetSuite.