Explore the following sections for information that might help solve problems you’re having with Concur. (If you suspect the app isn’t working, delete it, restart your device, and reinstall the latest version.)

• Unable to book a ticket
• Not receiving itinerary after booking travel
• Expenses won’t process
• Can’t connect credit card

Can’t log in

Login issues occur for various reasons. Try these solutions to get logged in:

• Problem: Expired or forgotten password, or locked out.
  Solution: Make sure caps lock is set to the correct position and that you’re using the correct credentials. If that doesn’t work reset your password.
• Problem: Known bug issues on mobile app.
  Solution: Remove the SAP Concur app from your mobile device and reinstall the latest version.
• Problem: Concur in’t working, or there’s a service outage.
  Solution: Check Concur’s service status at https://open.concur.com. If there’s an outage, be patient until it gets resolved. If there’s not an outage, report your issue to IT.

Can't book a ticket via Concur

• Problem: Error says, “We're sorry that your request cannot be completed.”
  Solution: Check Concur’s service status at https://open.concur.com. If service is working, call our travel agent or Concur and ask them to book the travel for you over the phone.
• Problem: Error says, “Due to ticketing restrictions on this airline, it cannot be booked online.”
  Solution: This is an airline-related issue. You can use a different airline or contact our company travel agent or Concur to book the travel for you.
• Problem: The issue persists and you need to book your ticket right away.
  Solution: Call our corporate booking agent or Concur so they can book your travel over the phone.

Don’t receive itinerary after booking travel

• Problem: You booked travel but haven't received the itinerary.
• Solution: If this is the first time you’re using your profile to book travel through Concur, try verifying your email address:
  1. In Concur, go to Profile > Profile Settings > Email Addresses. You’ll receive an email with a verification code.
  2. Enter the code into the Verify column.
  3. (If the issue persists) A temporary outage or maintenance might be causing delays. Call our corporate booking agent or Concur so they can book your travel over the phone, and open a ticket with IT and then standby or try again at a later time.

Concur won’t process my AMEX card payments

• Problem: Can’t link AMEX to Concur for expense feed, or I get a 490 error.
• Solution: This might be a contract-level setting with Concur. Open a ticket with IT to help resolve the matter. If you need to book right away, call our corporate booking agent or Concur so they can book your travel over the phone.