Missing Credit Card expense on Concur

[OD]

Hi, 

I have made a few transaction with my AMEX Corporate Credit Card but one of charges for Fuel, Rental Car doesn't appear on my concur expense from 4/21/2022. AMEX statement for April 2022 show that expense and it is closed for April 2022. All other expense in April 2022 with the same AMEX Credit Card has been appearing on Concur correctly. 

Is it OK to submit Concur report without particular charge that doesn't appear on my Concur?  Is there any fix from CONCUR team  available for this issue? Best regards, DRAGAN

[KevinD]

@OD a support ticket will need to be submitted to SAP Concur so they can look for the missing transaction. If they don't find it, then they will reach out to the bank to see what the issue is. You can submit the report you have. 

Before doing anything though, I would use your company's provided support link. You can find it at the top of the Company Notes section on the SAP Concur home screen. They may be able to provide you some instruction on what to do. 

[Stacey_laaa]

Hi, 

I have similar issue, all the credit card transaction did flow into concur except for 21 Dec transaction all went missing and did not appear in concur, it doesn't happen to just  1 user but all the user.

Can I manually add the transaction back to concur? if so, how can I change the payment type from cash to credit card, I couldn't find it anywhere in the payment type when I created the transaction.

Is there any issue with concur or perhaps the credit card feeding issue on that particular day that all credit card transaction are not flow/appear in concur? 

Would appreciate if you could advice. 

Thank you.

Regards, 

Stacey

[KevinD]

@Stacey_laaa it is possible the feed for that day had an issue. I saw someone else post they had this issue, contacted Concur Support and they were able to get the feed rectified. 

[Stacey_laaa]

@KevinD @Thank you so much, I will contact the support team and get the feed rectified. =)) 

Thank you. 
regards,

stacey 

[lwynn]

Concur support made me research all the feeds myself to figure out a data file is missing all together from 6/20/24. The advice given here by the moderator says Concur would reach out to the bank (credit card company) and get the file to upload but that does not happen. What support does is makes you try to figure it out yourself as an administrator even though we pay them thousands every month. Now I am tasked with going to Amex to ask them to resend the file.  It's really a shame that I know more and can figure out more on my own than with Concur support as they should have been able to give me the answer since I provided much evidence as to what was going on. I have been working with them for years and never had very good experience with 1st level support and have to ask for a phone call or escalate to a supervisor or our rep to get assistance with resolution. It takes screaming really loud and being persistent to get anything resolved with admin support. This is very frustrating to say the least!

[KevinD]

@lwynn hello there. Thank you for posting your experience. Although I am not technically in our Support organization, I try my hardest to provide accurate support as much as I can here on the Community. I feel that being an employee of SAP Concur, no matter what area I'm in, I have a duty to provide help to our customers when I can. 

I wasn't aware that Support tells customers to do the research themselves when it comes to missing card transactions. I don't know if this was a one-off response or if this is what our Support team is told to to tell our customers in these situations. In any regard, I am going to pass on your post and feedback to make some higher ups aware of your experience. 

[JR1982]

Hi, Our card feed didn't come in either on 06/20.  I looked back and Concur did have degradation of service that day.  My assumption is that it affected everyone's feed.