Issue
When attempting to send an email in NetSuite using the Email using CloudExtend button, you may see the following error message:
“You don’t have the required license to use the Email Using CloudExtend feature.”
Why This Happens
Scenario 1: License not Assigned
Your NetSuite email address does not have a valid CloudExtend (ExtendSync) license assigned.
Scenario 2: Email Mismatch
our NetSuite login email is different from your Outlook email (the address tied to your ExtendSync license).
Resolution
Scenario 1: License not Assigned
Step 1: Reach out to your CloudExtend portal admin.
Step 2: Check if your email address is listed from the portal.
Step 3: Once the license is assigned, reload the ExtendSync add-in or restart Outlook to apply changes.
Scenario 2: Email Mismatch
If you already have a license but still see the error, your NetSuite login email may differ from the licensed Outlook email.
NetSuite admin need to configure the following:
Step 1: Search for record Celigo Send from Outlook Email Config.
Step 2: Click New Celigo Send from Outlook Email Config button.
Step 3: In the Employee field look for your name.
Step 4: In the CloudExtend Login Email field, enter your Outlook email address (the same one licensed for ExtendSync).
Important Note for Enterprise and Starter Users
If you’re using ExtendSync Enterprise Edition without Thread Autopilot enabled, or you’re on the Starter Edition, you’ll see a warning message stating replies will not sync automatically since Thread Autopilot is not included in your plan.
This is expected behavior.
Stater plan: Replies can still be saved manually using the ExtendSync add-in.
Enterprise plan: Requests to admin to activate autopilot for Emails. Ensure user have the thread-based autopilot enabled.