Account shows as inactive and I can't access to it/do my expenses

Gianluca80

My Concur travel account has always worked even up to a couple of days ago. I went to log in yesterday and the account shows as inactive.

It is not allowing me to reset the password and it produces the following message:

Hello,

You cannot reset two-factor authentication because your account is inactive.

Please contact your program administrator at your company if you have any questions.

Kind Regards, Customer Support Concur Technologies, Inc.

Also, I have tried several times to input the code from the Authenticator app (to assess it via the two steps verification), but it always says that the code is not valid (never happened before).

I have tried calling the number and it is a dead end as there is no support to do this. Is there a help ticket that can be created to get my account active again?

Who can I contact?

grodriguezproje

Hi @Gianluca80

You should open an IT ticket within your company and the Concur Administrator can take care of this issue.

This is a public forum where everyone can share knowledge and help others with general topics, this is not for reach out your internal team.

If this answers your query, then please mark solution as accepted.

Thanks!

Gianluca80

Hi,

I have done exactly that (raise the IT ticket), but nobody from Concur is getting back to me.

So, I'm a bit stuck and don't know who to contact.

If the issue can be escalated it would be great.

Thanks!

grodriguezproje

Hi @Gianluca80 ,

Again this is a public forum, you need to handle this internally within your company, they are not reading this.

i'm sorry

cjmarimo

Hello @Gianluca80

What @grodriguezproje says is that your company’s Concur admin opens a ticket/case on the Concur Support website (https://sapconcur.my.salesforce-sites.com/CteSupport/).

Are you an admin? and you’ve opened a case on a Concur Support site?

BR,

cj

grodriguezproje

Hello @cjmarimo

Well not exactly, for me this is a master data issue, i'm not sure if this should be escalated to Concur Support ticket.

And with the title of his post for me @Gianluca80 is just an end user, he is mentioning that he wants to do his expenses, so my point of view is the Concur Admin within his company that is not reacting.

But just a heads up this could happen for many reasons, like changing company codes within the same client for example i'm resolving those cases on a daily basis.