Changed phones, now Concur app is not working

[JCKasai]

Hello,

One of our associates is having issues with the Concur app. She changed her cellphone device and phone number and now the app is not working. Her account was reset to no avail. What do we need to do to get her app to work again?

Thank you.

[PoojaKumatkar]

Hi @JCKasai ,

I have few Q's, can you please clarify that:

1. Does that user is able to login to web application on desktop?

2. Assuming your company must be using login id and password to login. Is that correct? Or using SSO? 

If using login id and password then you can reach out to company admin and they can reset your MFA in your employee profile. Once MFA is reset, user needs to input login id, password after which new QR code will be displayed. Scan that QR code with microsoft or any other similar authenticator app and input 6-digit code in authentication code section to sign in.

Sharing below URL for additional information. You can refer to the highlighted sections.

https://help.sap.com/docs/SAP_CONCUR/4215d4303173498f9d3d0e5a46385976/1b9863ec6caf101496e69b2890da70...

Let's see if this resolves issue. 

[KevinD]

@JCKasai when you say "app is not working" do you mean it isn't launching, she cannot sign in, the multi-factor isn't working? If you could provide a few details, that would be great.

[Nancyagfa · Accepted solution]

I recently changed phones and it was the 2FA that had to be updated.  As described above, I reset my MFA and did the login on the pc so I could update the MFA app.  Once that was updated, I was able to log into Concur and use the 2FA to get access to the app.