Troubleshooting Concur Access & Approval Issues

Overview:

Users may report issues where their expense report is not showing in the approval workflow or they cannot access Concur properly. This guide helps agents quickly diagnose and resolve these issues.

Common Causes & Fixes:

1️⃣ Missing Role or Incorrect Permissions

✅ Check the user’s role in Concur Admin Portal:

• Go to Concur Admin → User Management.
• Search for the user by name or email.
• Ensure they are assigned the correct approval workflow role.
• If missing, update permissions and notify the user.

2️⃣ Approval Not Routing to the Correct Manager

✅ Verify approval hierarchy in Workday:

• Look up the user’s profile in Workday → Manager Assignments.
• Confirm their expense approvals are routed to the correct person.
• If incorrect, update in Workday or escalate to the HR/Workday team.

3️⃣ Expense Report Stuck in Processing

✅ Check Concur’s status page:

• Confirm there are no system-wide issues affecting approvals.
• If Concur is experiencing delays, inform the user and provide an ETA.

4️⃣ User Cannot Log into Concur

✅ Confirm SSO is enabled:

• Ask the user to try logging in via Microsoft 365 SSO.
• If login fails, reset their Concur credentials via the Admin Portal.
• If the issue persists, escalate to Concur Support.

When to Escalate

🚀 If the user has the correct permissions but still cannot submit or approve expenses, escalate to Finance Ops or Workday Admins for further review.