FAQs

There is an error in the Integration Queue. What should I do?

First check the Integration Troubleshooting page to see if the issue is documented. Secondly, most issues self-correct themselves since Zone Employee Portal is designed to intelligently retry any failed integration tasks. If you have not found additional details to fix the issue on the Integration Troubleshooting page and the error persists after an hour (or so) then please Contact Support.

Does Zone Employee Portal have an option to allow an employee to create expenses reports on behalf of another employee?

Yes. The employee must be above them in supervisor/leave approver hierarchy either directly or indirectly. If that's the case, then employee will be able to select the subordinate employee when creating expenses on their behalf.

An employee is unable to login or setup their 2FA settings. How can I reset their 2FA setup?

Following the instruction under Resetting 2FA in the User Administration guide.

I have just changed an Employee's email address in NetSuite. Even though the new address has synced across into Zone Employee Portal, the Employee is unable to login. Why?

For most employees such a change of address is automated (I.e. Zone Employee Portal automatically syncs and updates the associated employee and user email address). However, if the employee's email address is associated to users in more than one Zone Employee Portal account, then you must Contact Support to have the User's login updated.

How do I update the credentials used by Zone Employee Portal to login and sync with NetSuite?

If you need to change the login credentials used by Zone Employee Portal to sync with NetSuite on an existing account then please follow the instructions listed under Integration Troubleshooting.

I can't see the Zone Employee Portal Access checkbox on Employees in NetSuite?

Please ensure that the ICS ESS Access checkbox is marked on the relative Payroll Config record. Additionally, if a custom form is in use then you may need to change its visibility.

Expense Management Feature and Suite Tax/Legacy Tax

Overview

During the Setup Wizard process, the option to enable the Expenses feature may be disabled (greyed out), even if your account is licensed for this module. This occurs when the wizard detects that SuiteTax is enabled within your NetSuite environment.

Technical Requirement: Tax Engine Compatibility

The Expense Management feature is currently designed to operate within NetSuite accounts using the Standard (Legacy) Tax engine.

Because SuiteTax introduces a different architectural framework for how tax data is stored and posted to the General Ledger, the Setup Wizard includes an automated compatibility check. To ensure data integrity and prevent unsupported transaction types from being created, the feature cannot be enabled in a SuiteTax-enabled environment.

Frequently Asked Questions

1. Why is the Expenses toggle disabled in the Setup Wizard?

The toggle is disabled because the system has identified that SuiteTax is active in your NetSuite instance. The Expense Management logic is built to align with the Standard Tax engine; therefore, it is programmatically restricted in SuiteTax environments to prevent system errors.

2. I have a license for Expenses; why can’t I turn it on?

While a license provides the entitlement to the software, the feature requires a compatible environment to function. Since the SuiteTax engine changes the fundamental way tax records are handled globally in NetSuite, the Expenses feature is locked to ensure your financial data remains consistent and accurate.

3. Is there a way to bypass this check?

No. This is a mandatory safety requirement. The Zone Employee Portal posts expense claims directly into NetSuite, and these transactions must align with the active tax engine. Attempting to force enablement in an unsupported environment could lead to reconciliation issues and tax posting failures.

4. How do I verify my account's tax configuration?

You can confirm your tax settings by navigating to:

Setup > Company > Enable Features > Tax tab

in your Netsuite account.

If the SuiteTax box is checked, the Expense Management feature will remain unavailable for enablement in the Setup Wizard.

Compatibility Summary

Note: Please consult your NetSuite Administrator before making any changes to your tax configuration. Note that enabling SuiteTax in a NetSuite account is generally an irreversible action.