Concur Customer Care: Getting Fast, Accurate Help with SAP Concur

What “Concur Customer Care” Means and Who It Serves

SAP Concur (founded in 1993; acquired by SAP in 2014 for approximately $8.3 billion) provides travel, expense, and invoice solutions used by tens of thousands of organizations and tens of millions of end users globally. Customer care for SAP Concur is a layered model: most end users receive first-line help from their company’s internal help desk or designated Concur administrator, while advanced issues and product defects are handled by SAP Concur Support through authorized contacts.

Two roles are central: the Company Administrator (who configures policies, audit rules, and integrations in your tenant) and the Authorized Support Contact (ASC) who is allowed to open and manage cases with SAP Concur. Some customers also purchase “User Support Desk” (USD), an add-on that allows end users to contact SAP Concur directly. If you are unsure what you have, check your contract or ask your admin.

The Fastest Ways to Get Help

The quickest starting point for most users is within the application: sign in to https://www.concursolutions.com, select Help (or the “?” icon), and choose Contact Support. If your company has USD, you will see chat/phone options and a case form. If you don’t see those, your company likely routes support through your internal help desk; in that case, contact your local IT/help desk or your Concur administrator, who can open a case with SAP Concur on your behalf.

For live service health, check the status page before opening a case. If there is an ongoing incident in your data center (for example, US2 or EU1), you’ll save time by subscribing to updates instead of troubleshooting locally. Also, be aware that phone numbers for SAP Concur Support are provided only inside the portal to customers entitled to phone support; they differ by region and contract.

• Login to Concur: https://www.concursolutions.com
• Contact page and general guidance: https://www.concur.com/en-us/contact
• Service status and incident history: https://status.concur.com
• SAP Trust Center (availability, security, compliance): https://www.concur.com/trust
• SAP for Me (SAP’s customer portal for authorized contacts): https://me.sap.com
• Community and product Q&A: https://community.sap.com/topics/concur
• SAP Customer Influence (feature requests): https://influence.sap.com
• Developer resources (APIs and technical docs): https://developer.concur.com

Opening a High-Quality Support Case

Well-structured cases get faster, more accurate responses. Begin by documenting the business impact (how many users, which entities or cost centers, revenue or compliance impact) and the exact scope (production vs. test, web vs. mobile). Note your data center and environment from the URL (for example, us2.concursolutions.com indicates Data Center US2). Capture timestamps in UTC when possible to help Support find logs.

Reproducibility matters. Provide step-by-step actions starting from the Concur homepage, the expected result vs. actual result, the earliest time you noticed the issue, and any policy or audit rule IDs if relevant. For integrations (SAP ECC/S4, HRIS, SSO, or ERP extracts), attach recent logs and reference file names, job run IDs, or the middleware system (for example, SAP Integration Suite, Boomi, MuleSoft). Redact personally identifiable information wherever feasible.

• User identifiers: Company UUID or Entity name, employee IDs or SSO NameID/Email for 2–3 affected users, and whether the issue is tenant-wide.
• Environment details: Data center (US1/US2/EU1/EU2/etc.), browser versions, Concur mobile app version (iOS/Android), SSO provider (Azure AD, Okta, ADFS).
• Configuration references: Expense Policy name/version, Audit Rule names, Workflow IDs/steps, Payment Provider (for example, AMEX BTA), Travel configuration (GDS/Supplier).
• Artifacts: Screenshots with full URL, HAR file or console log for browser errors, sample receipt image, export/import files, and exact error messages.
• Business impact and priority: Number of users impacted (for example, ~2,400), blocked processes (reimbursements delayed, card feeds stalled), statutory deadlines (month-end close on YYYY-MM-DD).

Severity, SLAs, and Realistic Timelines

SAP Concur uses severity levels aligned with SAP practice. While SLAs vary by contract, a common pattern is: Priority 1 (critical production outage) initial response within about 1 hour, 24×7; Priority 2 within several business hours; Priority 3 within 1 business day; and Priority 4 for how-to or minor issues within a few business days. Check your order form or MSA for the exact times and whether you have 24×7 coverage for non-P1 issues.

Set the right severity. A complete login outage for all users in production is P1. A single policy configuration question is P4. Misstating severity can delay triage. If an issue spans multiple tenants or regions, reference each tenant and confirm whether temporary mitigations (for example, manual reimbursement) exist; this may influence severity and routing.

Common Issues and Quick Fixes to Try First

Login/SSO failures: Confirm whether direct username/password login works at https://www.concursolutions.com. If SSO fails only on mobile, ensure the mobile app is the latest “SAP Concur” app from the Apple App Store or Google Play and that your IdP sends the expected NameID/Email. Verify time skew and certificate validity in your IdP; expired certificates cause sudden, tenant-wide failures.

Corporate card feed delays: Check with your card issuer’s feed schedule (many issuers deliver once daily Monday–Friday, except regional bank holidays). If transactions are missing for more than 72 hours, gather the last known posting date, last successful feed file name, and card program details before opening a case. For ExpenseIt/receipt issues, verify image clarity, supported file types, and try the web upload in addition to mobile to isolate device-specific problems.

Workflow and audit rule behavior: If approvals stall, review the employee’s assigned workflow within the expense report and confirm manager assignments in your HR source. For audit rules, enable rule logging (if available) and capture the rule name, condition, and example report ID. Many “rule not firing” cases resolve to rule scope or policy assignment mismatches between groups/entities.

Escalations, Feature Requests, and Change Management

If a P1 is not progressing as expected, your Authorized Support Contact can request an escalation in the case and loop in your SAP Account Team or Customer Success Partner. Provide concrete impact (for example, 12,800 users blocked from submission, payroll reimbursement cutoff in 48 hours) to justify expedited handling.

Enhancements are handled through SAP’s Customer Influence portal at https://influence.sap.com, not break/fix cases. Search existing requests, vote, and add detailed business justification including compliance/regulatory needs and approximate annual savings or risk reduction. For larger changes (for example, new reimbursement methods or reorganizations), use a test tenant, document a rollback plan, and communicate change windows to end users at least 7–10 days in advance.

Security, Privacy, and Compliance During Support

Never post full PAN (card numbers), government IDs, or bank account numbers in cases or screenshots. Redact sensitive fields and use secure file upload in the support portal. Limit personally identifiable information to what is strictly necessary (for example, employee ID plus first name initial) unless Support explicitly requests more.

For security, privacy, SOC/ISO certificates, and data residency statements, consult the SAP Concur Trust Center at https://www.concur.com/trust. If your organization requires a Security Questionnaire or DPIA update, coordinate through your SAP Account Team and legal contacts rather than a standard support ticket.

Regional Coverage and Languages

P1 support for production outages is typically 24×7. For other severities, coverage follows your contracted business hours and regions. Language availability depends on the channel (phone, chat, case) and region; English is universally supported, with additional languages available based on staffing and entitlement.

When opening cases across regions, include your local time zone and note any country-specific holidays that affect your payroll or reimbursement deadlines. If your users span multiple data centers (for example, EU and US tenants), open one case per tenant and cross-reference them for faster coordination.