If you see the error message below when logging in to ExtendSync for Outlook, it usually means the NetSuite role you are using does not have SOAP Web Services enabled.
Error
If you receive the error message:
Invalid login. Customer access is disabled.
this typically means your NetSuite role does not have SOAP Web Services enabled.
All users who use ExtendSync for Outlook must have NetSuite Web Services access enabled for the role they use to log in.
Why This Error Happens
ExtendSync for Outlook communicates with NetSuite using the SOAP Web Services API.
If the NetSuite role selected during login does not include Web Services access:
ExtendSync cannot authenticate, and
NetSuite blocks the connection with the error shown above.
This is a role-level permission issue, not an ExtendSync malfunction.
Resolution
Ask your NetSuite Administrator to enable SOAP Web Services for your role.
Navigate to:
Setup → Users/Roles → Manage RolesLocate the role used by the affected user and click Edit or Customize.
Open the Permissions subtab.
Go to the Setup section.
Add the permission:
Web Services, or
SOAP Web Services (NetSuite 2020.1 and later)
Set the Level to Full.
Click Add, then Save.
Final Step for Users
After the role permission is updated:
Close Outlook completely.
Reopen Outlook.
Launch ExtendSync and log in again.
The error should no longer appear.
Best Practices
If users can select multiple roles, ensure SOAP Web Services is enabled for every role they may use with ExtendSync.
Review this permission whenever new roles are created or existing roles are cloned.
Need Help?
If the error persists after enabling SOAP Web Services:
🔎 Search support.cloudextend.io
💬 Chat with Support (bottom-right widget)
📧 Email cloudextend-support@celigo.com
Please include:
NetSuite role name
Screenshot of the error
Confirmation that SOAP Web Services is set to Full
We’re happy to help you restore access to ExtendSync for Outlook.