Error
If you see the following message in ExtendSync for Outlook:
“We are unable to detect the CloudExtend SuiteApp on your account. Please contact the NetSuite Administrator.”
It indicates that ExtendSync cannot locate the CloudExtend SuiteApp inside your NetSuite environment.
Below are the common reasons and how to resolve them.
Reason for Error
The CloudExtend SuiteApp is not installed This is the most common reason.
Your company may have installed the ExtendSync Outlook add-in, but the required NetSuite SuiteApp (CloudExtend Outlook for NetSuite) has not been installed yet.
Without the SuiteApp, the ExtendSync app will not function.
Resolution
🔵 If the SuiteApp is NOT installed
Ask your NetSuite Admin to install the CloudExtend SuiteApp.
You can share the steps below with them.
Steps for NetSuite Admins: Install the CloudExtend SuiteApp
In NetSuite, go to the SuiteApps tab.
Use the search bar and type “CloudExtend”.
Locate CloudExtend Outlook for NetSuite.
Click Install.
Once installation is complete:
Restart Outlook
Reload the ExtendSync add-in
Your account should now be properly recognized.
🔵 If the SuiteApp is installed but you still receive the error
Your ExtendSync app may be using an outdated or inactive NetSuite connection.
Try these steps:
Open ExtendSync → click the Menu (☰) icon.
Select Connections.
If you see more than one connection:
Click to activate the correct one.
If the connection still fails:
Click Add Connection, log in to NetSuite, and create a new connection.
Mark the new connection as Active.
(Optional) Remove old or unused connections by clicking the ellipsis (…) → Delete.
👉 Full instructions for managing connections can be found here.
Need Help?
If the issue persists after installing the SuiteApp and updating your connection:
💬 Open the in-app chat (bottom-right of this page)
📧 Email cloudextend-support@celigo.com
Please include:
Whether the SuiteApp is installed
Screenshot of your Connections page
Your NetSuite account ID