Scenario:

Users cannot see custom roles that were given to them in the View My Roles page. There are multiple ways to troubleshoot the behavior such as:

• Set security questions
• Change password
• Clear cache
• Login to different browsers
• Log out and log in
• For SSO logins, ensure that the roles have the Single Sign-On Permission. For non-SSO logins, roles should not have the said permission.

Solution:

If the behavior still occurs, it is necessary to do a Self Service password reset.

1. Go toNetSuite Loginpage
2. ClickForgot your password?link
3. Reset Password:
   • Email Address: Enter an email address
4. Check the email
5. ClickReset NetSuite Passwordlink
6. AnswerSecurity Questions
7. Setup newPassword
8. ClickSave

Also check if the following permissions are assigned to the custom role:

-REST Web Services
-SAML Single Sign-on
-SOAP Web Services

To check, follow these steps:
1. Login as an Administrator
2. Go to Setup > Users/Roles > Manage Roles.
3. Click Edit on the Roles affected.
4. Go to Permissions > Setup subtab.
5. Check if any of the permissions listed above are added on the role

If any of the above permissions are present in the role setup, please check with your account administrator if the role is meant to be accessed via UI or not.

Accessing/switching to the roles via UI will not work unless the permissions above were removed from the roles. If the roles were meant to be accessed via SSO, you would need to reach out to the employee who setup your SSO/WebServices access so the users can access the roles above via SSO.

By design, if the above permissions were added on the role, the system won't allow the users to switch to the roles above via UI (system.netsuite.com)