Error Message: Invalid Contact Reference Key XXXXX for Company XXXXX when Submitting an Online Case

This error message populates when an user attempts to process following: Support > Customer Service > Contact Support Online > error:

Invalid Contact Reference Key XXXXX for Company XXXXX when submitting online cases to NetSuite.

This error message usually indicates the concern when a Duplicate Contact record in the user's account is Inactive.

There are 3 options that can be done to fix this:

• Delete the inactive (duplicate) record if possible
• Make duplicate record active
• Merge the duplicate contact records if possible

Steps to locate the Contact record causing the problem:

1. Navigate to Home > Set Preferences.
2. Click the General tab.
3. In the Defaults section, check the Show Internal ID checkbox.
4. In the Analytics tab, check Include Inactives in Global & Quick Search.
5. Click Save.
6. Use Global Search, type login Email address of the Contact that could not submit an Online Case.

This should then show up the record which usually is a Duplicate or Inactive.

Alternate way to locate the record in NetSuite:

1. View the Customer record.
2. Click the General tab > Contacts subtab.
3. View any Contact record.
4. Copy the URL in the Contact Popup window.
5. Replace the ID, with the Reference Key number mentioned in the error message.
6. Paste the updated URL to a new window to open the Contact record.
7. Notice that the Contact record is Inactive. 
8. Uncheck Inactive then click Save.