Troubleshoot the connector

Learn how to troubleshoot errors with the Stripe Connector for NetSuite.

Use this guide to troubleshoot issues with the Stripe Connector for NetSuite, including identifying and resolving errors when syncing records or loading payment pages.

For further assistance, contact your implementation partner or Stripe support.

Sync records from Stripe to NetSuite

The following table describes data errors you might encounter when syncing records from Stripe to NetSuite. You can view all errors in the connector app’s sync records window.

Error	Source	Description	Resolution
NetSuite System Error: Unable to find a matching line for sub-list apply with key: [doc,line] and value: [12345,null].	NetSuite	The connector can’t create a record as a payment (sub-list) entry on an existing NetSuite record. For example, the connector can’t create and apply a payment to an existing invoice that’s already paid in full. This error can also occur if the credit memo amount is less than the refund amount, which might happen if tax or another amount modifies the automation setup in NetSuite.	Inspect the NetSuite record in the error to see why the payment entry wasn’t successful. If the reason is still unclear, you can manually create the payment entry to help identify the root cause.
Please enter values for: [Field Name].	NetSuite	The connector can’t create or update a NetSuite record because of a missing required field on that record. For example, if the connector tries to create an invoice that requires the `Department` field, NetSuite won’t allow the connector to complete the action until there’s a value for `Department` in the create invoice request.	Add a default value for the field. To do so, navigate to the App settings > Field mapping > Field defaults page in the connector. The connector uses the default value when creating records of that type. Field defaults use the JSON format. For example, to add a default value of 2 for `Department` on your invoices, you add the following: `invoice: { "department_id": 2 }`
You have entered an Invalid Field Value [value] for the following field: [field].	NetSuite	The connector can’t create or update a NetSuite record because of one or more invalid field values. This might happen if a field default uses a deleted or unavailable value. For example, you might have `Class` as a required field for deposits. During onboarding, you add a field default of Corporate with an internal ID of 5 to satisfy the requirement. After some time, the value for Corporate (ID: 5) is deleted. When the connector attempts to create another bank deposit, it fails with the following error message: `You have entered an Invalid Field Value 'Corporate' for the following field: Class`	Modify the default value to use a valid field ID. To do so, navigate to the App settings > Field mappings > Field defaults page in the connector.
Invalid record referenced in metadata key `netsuite_metadata_id` (012345).	Connector	The connector can’t sync the record because of a deleted NetSuite record that you previously synced or linked. For example, if you link a Stripe refund to a credit memo and then delete the credit memo, you must update the Stripe refund’s metadata key (`netsuite_credit_memo_id`) to point to the correct NetSuite credit memo internal ID.	Update the refund metadata key `netsuite_credit_memo_id` to point to the new credit memo internal ID.
Charge amount 100.0 is different than the amount due on the corresponding invoice. Transaction ID:INV12345 (ID 1234567) amount due: 99.0.	Connector	The invoice payment exceeds the amount due on the NetSuite invoice. This might happen if the connector incorrectly syncs the Stripe invoice to NetSuite and you haven’t yet set up tax handling. This can also occur if you modify the total on the NetSuite invoice during the period of time between when you sent the invoice and when the customer submitted payment.	If your connector account isn’t set up to handle taxes, contact your implementation partner for setup. If you manually modified a NetSuite invoice created by the connector, you must update the invoice to use the original amount.

Load invoice or customer payment pages

The following table describes errors you might encounter when attempting to load an invoice payment page or a customer payment page. You can view all errors in the connector app’s sync records window.

Error	Description
`scn_account_disabled`	Your Stripe Connector for NetSuite integration isn’t turned on. To turn it on, navigate to the app settings, and select Turn on.
`scn_amount_due`	The `Amount Due` field is required on a NetSuite invoice form. You can verify that Show is selected for the `Amount Due` field by navigating from Customization > Forms > Transaction Forms to the NetSuite invoice record form. Edit the form under the Screen Fields sublist.
`scn_amount_too_large`	The amount due is greater than the maximum amount allowed. Use a lower amount and try again.
`scn_amount_too_small`	The amount due is less than the minimum amount allowed. Use a higher amount and try again.
`scn_currency_not_found`	The NetSuite invoice record or customer record doesn’t have a set currency.
`scn_duplicate_key`	Two processes attempted to create a Checkout Session at the same time. Try again.
`scn_invalid_argument`	The NetSuite customer wasn’t found. Stripe blocked creating a Checkout Session.
`scn_invalid_customer_record`	The customer record isn’t valid because the customer might be inactive, have an invalid obfuscation signature, or be missing the customer payment page custom field.
`scn_invalid_internal_id`	The internal ID value is incorrect. This error often means the formula is misconfigured and there’s a trailing character or symbol at the end of the URL. For example, a `)`. Check the URL for any trailing characters or symbols, and provide a positive numeric value.
`scn_invalid_livemode_value`	The NetSuite bundle live mode value is incorrect.
`scn_invalid_merchant_account`	Stripe couldn’t find an account configuration for the business and live mode combination. This can occur if the business doesn’t exist or if the business isn’t finished with onboarding to the connector.
`scn_invalid_payment_link_resource`	The resource for the payment link is invalid because the record is either a sales order or an invoice with a zero balance.
`scn_invalid_record_type`	You attempted to create a payment link from a NetSuite record that isn’t an invoice or sales order, which isn’t supported.
`scn_minimum_balance_not_met`	You attempted to create a customer payment page for a customer with a balance that’s less than the minimum payment amount (50 cents USD).
`scn_missing_amount`	The invoice is missing the “Amount Due” field. Enable this on all custom invoice forms: Go to Customization > Forms > Transaction Forms, and filter for Invoice type. Edit all custom invoice forms (those with Edit option). Look under the Screen Fields tab. Make sure you enable Amount due under Show. If no custom form exists, create one by clicking Customize on the preferred form. Save all changes.
`scn_no_customer_balance`	The NetSuite customer doesn’t have a balance.
`scn_no_guid`	The payment link structure is invalid. The payment link must have a GUID and follow this structure: `/payment/{{{merchant}}}/live/invoice/{{{guid}}}`.
`scn_no_id`	The payment link structure is invalid. The GUID must have exactly two parts separated by an underscore. For example, `F1783B96F2111D47E053972C0C0AAEB5_1234567`.
`scn_no_payment_methods_available`	There are no valid payment method types for the Checkout session.
`scn_no_resource_lock`	A resource lock could not be acquired, the resource is likely currently being modified by another process. Try again later.
`scn_ns_concurrent_request_limit_exceeded`	All NetSuite connections are being used and the request was limited. Try again later.
`scn_ns_data_center_not_found`	A NetSuite connection URL was not found. Check your account configuration and try again.
`scn_ns_invalid_login_attempt`	Failed to connect to NetSuite. Check your account credentials and try again. This error can also occur intermittently with correct credentials.
`scn_ns_record_changed`	The record was modified concurrently by another process. Try again later.
`scn_ns_unexpected_error`	An unexpected error occurred within NetSuite. Try again later.
`scn_payment_links_not_enabled` or `scn_customer_payment_page_not_enabled`	The corresponding customer payment page or invoice payment page feature isn’t enabled on this account. Stripe blocked creating a Checkout Session.
`scn_recent_payment_found`	The customer payment page was used to submit a successful payment within the past 24 hours. Only one payment is allowed per day.
`scn_record_not_found`	Stripe uses the internal ID provided in a URL to search NetSuite for the invoice associated with a payment link. This error can occur if: An invoice record with the provided internal ID doesn’t exist The invoice record is missing a GUID in the `custbody_stripe_payment_link_guid` custom field The GUID on the invoice record doesn’t match the GUID in the payment link URL
`scn_too_many_parts`	The payment link structure is invalid. The GUID must have exactly two parts separated by an underscore. For example, `F1783B96F2111D47E053972C0C0AAEB5_1234567`.
`scn_unknown_error`	An unknown error occurred. Contact support.
`scn_unsupported_record_type`	You attempted to created a payment link from a NetSuite sales order, which isn’t supported.

Duplicate payments

Stripe and NetSuite handle duplicate payments differently. While Stripe allows overpayment of an invoice, NetSuite returns an error if a customer attempts to make a payment on a fully paid invoice. By default, if a duplicate payment occurs in Stripe, the connector won’t sync the payment because NetSuite doesn’t allow a second payment.

If a duplicate payment causes an error when the connector attempts to reconcile the payout during deposit automation, you can fix the issue by manually removing the first payment from the invoice to allow the second payment.

You can also allow the connector to handle duplicate payments for you. If you have a NetSuite invoice that’s fully paid, the connector brings over duplicate payments as unapplied payments in NetSuite. The unapplied payment includes the following memo: Stripe Payment Error: could not apply to invoice XYZ. You can then use these unapplied payments on another invoice, or refund the payments manually in Stripe. To search for duplicate payments in NetSuite, create a saved search using the memo as your criteria.

You can enable the connector to handle duplicate payments in the following ways:

Allow all duplicate payments in the connector by default. To do so, go to your connector settings and enable Allow duplicate invoice payments in your Stripe app settings. Contact your implementation partner to understand all accounting and technical implementations before they enable this feature for you.
Using the Stripe API, add the netsuite_allow_duplicate: true field in the metadata of a duplicate Stripe charge.

Stripe payment link fields

Make sure to configure the following fields correctly.

Field	Description
Currency	This field is mandatory and must appear on all invoice templates used with the Stripe payment link.
Amount Due / Amount Remaining	Make sure this field appears on the invoice. The URL displays a message to your customer if either this field isn’t shown, the value is zero, or the invoice has been paid.

Hidden GUID field

The Hidden GUID field won’t automatically create randomized IDs for invoices created before you installed the payment links bundle. This includes invoices created from previous sales orders.

If you receive a large volume of errors as a result of this default functionality, contact your Stripe representative.

Bundle updates

When you update the bundle, the Default Value configuration resets to the default settings. You must reconfigure the Default Value configuration for it to function properly again for your customers.

Permissions

If you require specific permissions to access invoices, make sure to add those permissions to the Stripe Limited Access role (for example, by navigating to Lists > Tax Details > Full). This allows the connector to access invoice information to create an invoice payment page.