When logging into ExtendSync for Outlook (NetSuite Edition) using your Microsoft account, you may see a message indicating:
“License not found for your Microsoft email address.”
This issue typically occurs due to a mismatch between your licensed email address and Microsoft account, missing license assignments, or your organization not yet having an active Enterprise subscription.
Below are the most common causes and their resolutions.
Common Causes and How to Fix Them
🔵 Your previous login email (NetSuite email) is different than your Microsoft email
Cause
After the August 6, 2024 update, all users must sign in to ExtendSync using their Microsoft email address.
If your previous login email (used in NetSuite) is different from your Microsoft 365 email, ExtendSync won’t detect a valid license.
Solution
Ask your CloudExtend Admin to update your licensed email in the Admin Portal:
Replace your old NetSuite email with your Microsoft 365 email.
Once the update is complete:
In the ExtendSync app, click Log Out on the error screen.
Sign back in using your Microsoft account.
✅ This should immediately resolve the “license not found” issue.
🔵 Admin has not allocated a license for you
Cause
If your company has an Enterprise subscription (or trial) but your Microsoft email hasn’t been assigned a license, ExtendSync will show the “license not found” error.
Solution
Request your Admin to allocate a license to your Microsoft email in the CloudExtend Admin Portal.
Once assigned:
Click Log Out on the error screen.
Sign back in with your Microsoft account.
💡 Tip:
Ensure your Microsoft account is either:
A member of a group assigned to the ExtendSync app in Azure AD, or
Directly assigned to the ExtendSync app by your Microsoft administrator.
🔵 Your company does not have an Enterprise subscription or trial
Cause
If your organization discovered ExtendSync through the Microsoft AppSource Store but has not yet set up an Enterprise subscription or trial, the license validation process will fail.
Solution
Click the “Start a Company Trial? Click here” link on the login page.
Submit your details to the CloudExtend team.
Within 1 business day, we’ll:
Create your Enterprise trial account, and
Set up an Admin Portal where your admin can assign user licenses.