New Users Not Receiving Travel Confirmations

[nicolesantiago]

The new user isn't receiving emails from this address:  [email protected]

Emails from this address come after someone has booked a trip through Concur.  The email has the preliminary booking and populates to calendars. 

I put in a ticket with our IT department and they said she hasn't received any emails from this email address.

This leads me to believe that it is on the Concur end.

What are your thoughts on this?

Thanks!

[KevinD]

@nicolesantiago you said a "new user", so it is just happening to one user? I ask because if that is the case, then my thought would be there is something going on with the user's profile/email. If it were happening to multiple users, then I would say it is something on the Concur end. 

Many times a user's email is put on a Suppression list. There isn't any notification that this has happened, so submitting a case is the best option to see if that is the case. I would normally ask if any other emails from SAP Concur are coming in for that user, but since they are a new user, they probably haven't used the system enough yet. 

[nicolesantiago]

Hi Kevin, 

Yes, it's just one user. Her email address is verified but I'm not sure where else to look to make sure she has all of the fields complete to ensure that she receives the travel confirmation emails from [email protected]. Our IT team has confirmed that she hasn't received the email. It's not in spam or Fortimail either. I'll open a support case. Thanks! Nicole

[KevinD]

@nicolesantiago my guess is the email is on the Suppression list. Concur Support will be able to see if it is and get it removed. When you hear back from Concur Support, can you come back here and let me know what the issue was and how it was resolved, please?

[nicolesantiago · Accepted solution]

@KevinD Hi Kevin, I figured out the issue with the confirmations. If you navigate to the email address in the user profile and next to "verified" is Contact. The user had No under that field. Once I click edit then it asks if you want to received travel confirmations then I updated to yes.  I hope this helps the next user that may have this issue. 🙂 

[KevinD]

@nicolesantiago Bam! Simple fix. Nicely done. Thank you for sharing.