@gorr Hello!
There are a few potential reasons why the system may not be recognizing the code that was entered. Please see below the potential reasons and how to fix them:
Scenario 1: User has not added their SAP Concur account on an authenticator app or extensions and is entering the manual key in the Authentication Code field:
The Authentication Code field is where you should enter the 6-digit code generated by the Authenticator app of their choosing, after you added the account in the authenticator app using the key provided by SAP Concur.
To set up 2FA, you should download an authenticator app (if you don't have one already) and add an account within the authenticator app, using either the QR code or the manual key. After the account is added, the authenticator app will display a 6-digit code that you should copy and then enter in the Authentication Code field in the SAP Concur Sign In page. More details on how to set up 2FA can be found in the article How do I enroll for SAP Concur 2FA?
Scenario 2: The code that the user is trying to enter has already expired:
The authentication code is time-based and expires every 30 seconds. Please make sure that the authentication code entered is still active in the authentication app.
Scenario 3: The time on the user's mobile device is not synchronized:
Please follow the below steps to fix this issue:
iOS devices:
- Go the phone Settings
- Scroll down and click on General
- Scroll down and click on Date & Time
- Select Set Automatically to true
- Close and reopen the authenticator app
- Enter the authentication code in SAP Concur again
Android devices:
- Go the main menu of the authenticator app
- Click on the three dots on the top right hand side
- Click on Settings
- Select Time correction for codes
- Click Sync now
- The message displayed will confirm if the time has been synchronised or if it was already correct
- Close and reopen the authenticator app
- Enter the authentication code in SAP Concur again
Scenario 4: The user has simultaneously opened the 2FA enrollment page in more than one browser. They then added the account using the QR code or secret key from the first window that was opened:
Every time you open the enroll in 2FA page, we initialize the 2FA secret on the database and a unique QR code and secret key are displayed. However, we only honor the latest initialized secret. Therefore, if you opened the enroll in 2FA page in two different browsers, or in a browser and in the mobile app, the only QR code and manual key that will work will be the ones from the page that was opened last. If that is the case, you should delete the account you had created in the authenticator app or extension, and add a new account using the latest generated QR code or manual key.
If none of the above scenarios fix your issue, please try to delete the account you had created in the authenticator app or extension and add a new account, to troubleshoot the issue.
If the error persists, please create a case with SAP Concur Support, providing the troubleshooting steps you tried already, the name of the authenticator app or extension that you are using and a screenshot of the error.
Remember to tag me if you respond or feel free to mark this post as Solved if you don't have further questions or comments. To tag me on your response, you click the Reply button, first thing to type is @. This should bring up the username of the person you are replying to.
Thank you,
Melanie Taufen
SAP Concur Community Moderator
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