Checklist

  1. Are you in the correct account? → Check if you are on production account or sandbox account, and if you are logged into the correct account.
  2. Is your Rydoo account not in read-only? → Check if you can create new expenses. If the account is in read-only mode, you will not be able to create any new expenses. 
  3. Is error with initial setup of account → You can request Integration support at rydoo to validate if authentication is active. (On Netsuite: Ensure that integration user is active, sometime you receive Failed login attempt if user is simply inactive or if your Netsuite has been refreshed)
  4. Check that branches have correct branch id that corresponds to correct subsidiaries internal ID.
  5. Check Web Services log (first look at the recent events and results. Identify items of interest and download request and response. In request and response check the account id, form id. It is useful to compare request/response that fails with the one that worked fine.
  6. If you have issue with expense report, check which form Id is used, check if the form has all the required fields visible. NOTE: It's also possible to set up rydoo generated default expense report (form ID from the bundle) with all correct permission settings.
  7. If you have issue with syncing the user - check if user has all of the required info filled: email, Exclude from Rydoo not set, subsidiary and Department, that user is active (do not confuse with Give access which gives user the access to Netsuite. This is not required to create a user in Rydoo).
  8. If the expenses are not exported for a specific user, try to reproduce the same action in Netsuite with the fields that's populated in rydoo. It usually shows the issue with certain user or subsidiary.
  9. If issue is in the customer's account make sure customer is on new bundle. Most of the functionality works in a full bundle, and not when customer has only integration record.
  10. There are discrepancies in how expense report form looks for users of different subsidiaries. USA subsidiary form doesn't have fields related to tax rates, Belgium subsidiary would have the fields.
  11. Make sure you know the limitation of Netsuite comparing to Rydoo: specifically regarding users/employees, tax rates/tax groups, supervisors.
  12. Make sure you understand how exactly we output different kinds of expenses (what is amount what is foreign amount, what is the currency of report, what is billable)
  13. If you don't see something in the UI, most likely it is because you're looking at a custom form in which the field needs to be enabled
  14. When debugging implementation you need to check which custom Form is being used for posting of expenses (in most of the cases it should be the custom form coming from a bundle), which role is used by the access token.
  15. Rydoo provides a default Netsuite expense report form ID with all relevant permission settings. If you choose to use a custom form ID, and get an error while exporting expenses to Netsuite, it's most likely that the form ID has insufficient permission when update Expense report. In that case, the following can be done:

check that replaceAll = false

When everything fails (any sync) but the authentication data is correct, in AppInsights you'll see error

Failed to locate Netsuite datacenter. The following will be displayed: 

That means that there is a mismatch between service references and the config value for target version of WSDL (2019.1) in that case.

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