Email Release Process for Unique Scenario

[shamal]

Hi, 

I am aware that below quoted is the normal procedure suggested but if you end up with two accounts as a result of company acquisition and original initiating company or people aren't available or have no access to "old" account to release emails. Then how is that resolved to release email accounts?

So technically its the same person and the same company just two accounts. Internal team can go only so far with opening a case with concur -  hoping the concur community has a resolution. Thanks!

"Upon further investigation, I found that this email address is also affiliated with the previous account. As much as I would like to assist, I would recommend that the user reach out to their previous company directly regarding this matter.
Unfortunately, due to data privacy and security restrictions, we are unable to contact or make changes on behalf of the previous company."

[cjmarimo]

Hello @shamal ,

I believe the most viable solution when no one has access to the old account is the one you have already mentioned: have your current Concur Administrator open a support case with SAP Concur Support and explain the acquisition context.

Since an email address can only be verified on one Concur profile at a time, Support may need to review the legacy account and assist with un-verifying or releasing the email address.

[shamal]

The quoted message in my initial question was provided by Concur in response to the support case opened by the Concur administrator.

Additionally, the old account has been shut down, so all email addresses associated with that account should have been released - IMO.

[KevinD]

@shamal what exactly is the situation? Is the user trying to verify their email address that was verified on the old account? I'm asking because an email address can live on two different profiles, but an email address can only be verified once and therefore not verified again on a new profile. 

[shamal]

User had a Concur account with the acquired company prior to the acquisition. After the acquisition began, the user verified that account using their post-acquisition email address.

Once the acquisition was fully completed, the original Concur account from the acquired company was deactivated, and the acquiring company provisioned a new Concur account for the user. However, because the post-acquisition email address was previously used to verify the original account, Concur has not released that email address, preventing it from being used to verify the new account.

Since this is an acquisition-related scenario, it is technically the same user within the same company, but across two different Concur accounts. If Concur can release the email addresses associated with the deactivated account, it would simplify the resolution process.

[KevinD]

@shamal got it. 

Unfortunately this scenario is one that you won't get resolution from this Community. One would need access to the old Concur instance. 

The only suggestion I have, and this is no guarantee, is to get back in touch with Concur Support and see if they can activate the old site to allow someone to sign in and disable the verification. 

My other suggestion which would likely take much less time if possible, is to create a new company email address for the user. I know it isn't ideal, but it might be a lot less hassle and be a much quicker resolution. 

Our Support team is confined by data and privacy issues, so they are limited on what they can do. I don't know if they can reactivate the site temporarily or not. If I had to guess that would likely take a while to do to get all the approvals. 

I'm curious, how is this only affecting one user? Was this user the only one who verified their email in the old instance? Weren't there many other employee profiles in the old instance that were then set up in the new instance? 

[shamal]

I still fail to understand why concur would need to hold on to the email ids that are on a disabled account! 

[KevinD]

@shamal I wish I knew. I can only speculate, but I would have to say it has something to do with some sort of regulation we follow. Maybe since we don't own the email addresses and domain, we aren't allowed to make any changes to their status. I don't know. 

Have you asked your assigned Concur Customer Success Manager if they know? I just posted this internally to see if anyone can provide any details. I'll let you know if I hear anything back.

[KevinD]

@shamal so I found out that Concur is currently working on a solution. No time frame has been given, but it is something being actively worked on. 🙂

[KevinD]

@shamal was it explained to Concur Support that it is the same company? That might not have been clear to the Support person. 

[shamal]

The admin was aware of the situation and would have communicated accurately.