Re: Cannot login to Concur Mobile App

Cw1 · ‎Jul 17, 2020

I've been able to access the Concur website but unable to get onto the mobile app. I have tried to reset my password and pin on the website. I've also deleted and reloaded the app. Anyone have an idea that might help me be able to use the app again?

AnnaDizo · ‎Jul 17, 2020

Hi @Cw1 ,

Good day.

When you try to login to the app. What error message are you getting?

I am thinking that you have already been locked out from your Concur mobile account.

If you can kindly send me via email your loginID?

Regards,

AnnaDizo

Cw1 · ‎Jul 17, 2020

Hi Anna,

I have attached a pic of the error message. My username is Courtney.wilson@acutus.com

AnnaDizo · ‎Jul 17, 2020

Hi @Cw1 ,

Yes, this error denotes that you have been locked out on your Concur account in the app. If you would permit, I can do a remote wipe from my end to reset your mobile PIN, would that be okay?

I will provide another instruction after.

Regards,

Anna

SAP Concur Support

Cw1 · ‎Jul 17, 2020

Yes that is fine. Please let me know what I need to do after you reset it.

AnnaDizo · ‎Jul 17, 2020

Hi @Cw1

Thank you.

I have reset your PIN. Kindly login to your account on Concur web. Go to your Profile >> Concur Mobile Registration page - you will see an option to create a new PIN. Create a new one and save and try logging in to the app using your new PIN.

Let me know the result.

Regards,

AnnaDizo

Cw1 · ‎Jul 17, 2020

That worked! Thank you. Do you know how it might have gotten locked? I usually stay logged in on my phone but I've had this happen a couple of times where it logs me out and I can't get back in.

AnnaDizo · ‎Jul 18, 2020

Hi @Cw1 ,

Nice to hear that it is now working!

Normally, this issue happens when User incorrectly enter a PIN many times causing the User to be locked out from their account in Concur mobile.

Regards,

AnnaDizo

SAP Concur Support

Oscar8433 · ‎Jul 20, 2020

Hello AnnaDizo,

I am having the exact same issue. Is there any way you can help me also? I haven't been able to log in and get the same prompt message as of today. Any help would be much appreciated!

Thank you!

AnnaDizo · ‎Jul 21, 2020

Hi @Oscar8433 ,

Glad to be of assistance!

If you can kindly email me also your Login ID and permission to reset/remote wipe your mobile PIN so you can create a new one?

Regards,

Anna

SAP Concur Support

Oscar8433 · ‎Jul 21, 2020

Hi AnnaDizo,

Thank you for reaching out. Yes you have permission, my login is Oscar.cornejo@lensar.com

Thnk you again for your help.

Oscar8433 · ‎Jul 21, 2020

Hi Anna,

Please disregard, issue was resolved! Thank you!

Cw1 · ‎Sep 2, 2020

Hi this has happened again. Can you reset my mobile pin?

AnnaDizo · ‎Sep 3, 2020

Hi @Cw1

Good day!

I checked and see that you have been locked out from your account:

September 3rd 2020, 01:19:52.740

/Mobile/MobileSession/PPloginV4

Locked-Password

Concur Mobile - Corporate/9.83.1.2008241136 (Apple; iPhone; iOS 13.6.1)

I have reset you PIN. Kindly log on to your Concur account on web. Go to Profile Settings >> Concur Mobile Registration. On this page, you can create a new PIN and use it to login again to the app.

Regards,

AnnaDizo

Cw1 · ‎Sep 3, 2020

Thank you SO much!

Cw1 · ‎Sep 23, 2020

Hi,

Do you mind checking my account to see if I'm logged out of mobile again?

thank you!

AnnaDizo · ‎Sep 24, 2020

Hi @Cw1 ,

Good day.

Apologies for the delay.

Just to confirm, are you asking if you were locked out or logged out from the app?

Can you share more details, are you still having issue logging in?

Please advise

Regards,

AnnaDizo

Cw1 · ‎Sep 24, 2020

I can't login to the app. I can login to the browser.

Cw1 · ‎Sep 24, 2020

It will not let me log into mobile but it will on the browser.

AnnaDizo · ‎Sep 25, 2020

Hi @Cw1

Good day.

I am checking your logs and see some mobile activitied from you today. Kindly confirm if you are able to login to the Concur app?

Thank you,

AnnaDizo

Cw1 · ‎Sep 26, 2020

It did start working again! Thank you for looking into it.