When Autopilot is enabled for your organization, ExtendSync begins watching for emails that licensed users have placed on Autopilot.
If ExtendSync is unable to renew this “watch,” users may receive a one-time in-app notification indicating that Autopilot could not be enabled or maintained.
Even though this issue has been resolved for most environments, we are keeping this article available for reference.
💡 Recommendation:
While not required, we suggest that a user’s User Principal Name (UPN) match their NetSuite login email to avoid confusion during authentication.
Why Autopilot Watch Renewal Can Fail
Below are the two most common reasons an Autopilot watch cannot be created or renewed.
1. The user’s Outlook email is not a Microsoft 365 account
Autopilot requires a Microsoft 365 mailbox because it depends on Microsoft Graph APIs.
If a user logs into NetSuite using a different email provider (e.g., Gmail), but the Outlook mailbox used for Autopilot is not Microsoft 365, the watch will fail.
Example:
NetSuite login:
user@gmail.comOutlook mailbox:
user@gmail.com(non-M365)→ ❌ Autopilot watch cannot be created
2. Microsoft consent has not been granted for the user’s email domain or tenant (or an alias domain has been added since the first grant).
When granting Microsoft Graph API consent for Autopilot, the admin must be logged in with a Microsoft 365 account from the same domain as the users who will be using Autopilot.
ExtendSync supports Single or Multiple Tenants/Domains
For multiple tenants/domains
Each tenant requires its own Microsoft Graph consent
Consent is granted per tenant/domain, not per user
Example:
User 1:
jane@abc.com(Domain A)User 2:
mark@xyz.com(Domain B)
➡️ Action required:
Admin must grant consent once per tenant.
Solution:
A CloudExtend Portal Admin should follow these steps to re-grant Microsoft consent (Single, Multiple Tenants, or a new alias domain):
Log in to the CloudExtend subscription portal
👉 https://portal.cloudextend.app/Go to Subscriptions → ExtendSync for Outlook
Navigate to Configuration → Email Autopilot with Attachments
Click Regrant Microsoft Consent
When the Microsoft login popup appears:
Select a Microsoft 365 account from the tenant/domain you want to authorize
Complete the consent flow
🔁 Repeat the same steps for each additional tenant/domain that needs Autopilot access.
Need Help?
If Autopilot continues to fail even after fixing the above:
💬 Use the chat icon (bottom-right of this page)
📧 Email: cloudextend-support@celigo.com
Please include:
Your Microsoft 365 email
Your NetSuite email
Admin consent status
Screenshots of any error messages