When updating a Contact record directly in NetSuite, almost any phone number format is accepted.
However, when updating a Contact via SOAP Web Services (as ExtendSync does), NetSuite enforces stricter phone number validation rules, which can sometimes cause updates to fail if the format doesn’t match NetSuite’s accepted patterns.
This article outlines:
The phone number formats NetSuite accepts, and
A workaround that allows you to bypass validation using custom fields and a NetSuite workflow.
Validation Behavior in NetSuite
When ExtendSync adds or updates a Contact record, it applies validation rules consistent with NetSuite’s SOAP Web Services.
Field | Validation Rule |
Main Phone | No validation required (NetSuite does not enforce any format) |
Mobile | Must match one of the following formats: |
Home Phone | Same validation as Mobile |
Office Phone | Same validation as Mobile |
If your desired phone number format doesn’t match these rules, NetSuite may reject the update.
Workaround: Skip Validation Using Custom Fields and Workflow
The following steps show how to bypass NetSuite’s SOAP validation for phone fields while ensuring your data is still saved correctly.
You’ll create custom fields to store phone numbers and a workflow to copy those values into the native fields automatically when a record is saved.
Step 1: NetSuite Prerequisites
Permission Settings
Permissions are set to FULL for the following fields for the user role:
Custom Entity Fields
Custom Entry Forms
Custom Fields
Step 2: Create Custom Fields
Step 1: In NetSuite, go to Customization> Lists, Records & Fields> Entity Fields and create the 3 fields below (or just the one you need).
Home Phone (Custom)
Mobile Phone (Custom)
Office Phone (Custom)
Step 2: To validate if the new custom fields exist in the Contact form. Go to List> Relationships> Contacts > New
Step 3: In the sub list, go to the Custom tab and the custom fields should be added to the form.
Step 3: Create NetSuite Custom Workflow
This workflow will copy the value from the custom field to your actual phone field whenever a record is saved.
Step 1: Go to Customization> Workflow> Workflows> New
(1) Record Type: Contact
(2) Name: <Preferred Custom Name>
(3) ID: _ + <Preferred ID Name>
(4) Release Status: Testing
- Change to Release after testing
(5) Initiation: Event Based
(6) Event Definition:
- Check On Create
- On View or Update
(7) Trigger Type: Before Record Submit
(8) Event Type:
- Create
- Edit
(9) Contexts: SOAP Web Services
Step 2: Double-click on the box then New Action and select Set Field Value.
Step 3: Populate the fields below:
(1) ID: _ + <Field ID>
(2) Trigger On: Before Record Submit
(3) Events Type:
- Create
- Edit
(4) Contexts: SOAP Web Services
(5) Field: Set Native Field
(6) From Field> Field > Set Custom Field
Step 4: Repeat step 2 depending on how many custom fields needed to be set. In the example below, three custom fields are created so I need to create one action for each custom field.
Step 4: Adding Custom fields in ExtendSync Outlook
Step 1: Open the contact create form.
Step 2: Click the ... and Refreshed fields from NetSuite.
Step 3: After the refresh, customize your field setting then click Update.
Exclude the native fields
Home Phone
Mobile Phone
Office Phone
Add custom fields
Home Phone (Custom)
Mobile Phone (Custom)
Office Phone (Custom)
Step 5: Creating Contact record with New Phone Number Custom Fields
You’re now ready to create or update Contact records using the custom phone number fields in ExtendSync.
When you save the record:
The phone numbers entered in your custom fields will appear under the Custom tab in NetSuite.
The workflow automatically copies these values into the native phone fields bypassing NetSuite’s default SOAP validation.
⚠️ Note
Always ensure the workflow’s Release Status is set to Release once testing is complete.
This method only affects records updated via ExtendSync (SOAP Web Services).
Updating phone numbers directly in NetSuite UI still follows standard validation behavior.