Email forwarding not working again

[samoore]

No matter which email I forward from, the receipt is not showing in Concur. I receive no error message emails, nor confirmation emails.

With some of the emails I forward the receipt is in the body of the email, with some there is an attachment too. Neither works.

I've had this problem since at least 16th February.

[asansolo]

Hello @samoore  - can you share the email addresses you have tried forwarding to, please?

[samoore]

receipts@concur.com

The same email address we've used for years.

[KK3 · Accepted solution]

Hi Andrea,  I just posted a reply to duncancampbell with what may be the solution to this issue. (See below for reference). I would be thrilled if you could verify with Concur that my assessment is correct and if so, please ask them to clarify the new functionality and proactively inform those admins and users who have been affected by it and can't seem to get any answers. This includes updating the ExpenseIt preferences settings on the website to accurately reflect the new behavior. It took me months to figure out what was going on and even now I'm still not sure because I can't find anything to back me up.  There is a ton of conflicting and obsolete information floating around.

@KK3 wrote:

I think this is the answer: Tell your users to start using receipts@expenseit.com for receipts they want converted into Available Expenses.  Receipts@concur.com seems to have reverted to its original, pre-October 2023 functionality and should now be used to send receipts to Available Receipts (where they will just be saved as images).  I believe Concur changed this functionality back in December but didn't tell any users or Concur admins that would be affected.  I can't find any supporting documentation and the ExpenseIt settings in my preferences (on the Web) still confusingly indicate we should use receipts@concur.com, but I've tested it and am pretty certain this is how it works now.

[amandaboehmer]

This is affecting us as well and the the receipts@concur.com is not working either.

[KK3]

Are you saying that neither receipts@expenseit.com nor receipts@concur.com are working for you as I described?

[jvita]

Thank you for finding this. I think that Concur needs to fix this, as we have told everyone there is one email to send receipts to. Having two with different functionality is a poor UX approach.

[samoore]

Hi, KK3's solution works, and I was successful in having receipts in emails transformed into expense entries by emailing receipts@expenseit.com. However, company information has not been updated. It still says receipts@concur.com and that results in emails being added as receipts not expense items. A communication to company administrators does seem to be necessary.

[duncancampbell]

Some of our users are experiencing problems with expense vouchers emailed to receipts@concur.com. The response to a support ticket we raised included the following statement: 

We are facing an issue where ExpenseIt users are emailing receipts toreceipts@concur.combut those aren’t being processed into the Available Expense section; instead, they’re being routed to the Available Receipts section. Nonetheless, according to Concur Open all is apparently well with the imaging service.

It would be good to have some information from SAP about the nature and scale of the issue and when we might expect a fix. 

[KK3]

I think this is the answer: Tell your users to start using receipts@expenseit.com for receipts they want converted into Available Expenses.  Receipts@concur.com seems to have reverted to its original, pre-October 2023 functionality and should now be used to send receipts to Available Receipts (where they will just be saved as images).  I believe Concur changed this functionality back in December but didn't tell any users or Concur admins that would be affected.  I can't find any supporting documentation and the ExpenseIt settings in my preferences (on the Web) still confusingly indicate we should use receipts@concur.com, but I've tested it and am pretty certain this is how it works now.

[amandaboehmer]

Agreed. Do we have a resolution?

[KevinD]

@amandaboehmer it is possible users do not have ExpenseIt for either mobile or web turned on, which means emailed receipts or uploaded receipts through the app would flow into Available Receipt not Available Expenses. Have you checked with some of your users to see if this is the case?

[KevinD]

@samoore So, this happened to you before? If so, how long ago and did the issue seem to resolve itself? 

One thing to note is that original emails sent from a vendor with the receipt embedded likely will not work as they are usually not in a compatible format. 

[amandaboehmer]

This is affecting our company as well. Is there a resolution?

[KK3]

I replied to some of the posts below with a solution that's been working for me.  My apologies and good luck if your issue is completely different, but maybe this will help: Concur seems to have changed the functionality such that receipts sent to receipts@concur.com now go into the Available Receipts where they are saved as images. If we want them turned into  Available Expenses (using the OCR / ExpenseIt functionality), we now need to send them to receipts@expenseit.com.