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bhuston757
New Member - Level 1

Reset 2FA on Concur

I changed phones and now can not log into Concur at all.  I use Microsoft Authenticator.  It works for everything else but not Concur.  When I log in it asks for authenticator code.  Never shows on my app.  I was told it was because Concur hasnt been added to the app.  So i try to add and it wants to scan the code.  I cant get it to release from old setup.  My admin had reset Concur but it still looks for the old setup.  I am stuck.  Help

 

13 REPLIES 13
leela2516
Super User
Super User

@bhuston757 - you are saying your admin "reset" your multi-factor authentication and you are not being prompted with the QR code or manual key in order to set it up on your new phone? I would suggest they try to reset again and you should be prompted to set it up on the new phone. I do not know exactly how these authenticators work, but when I have worked with users with a new phone, we had to do the setup from the beginning to re-establish the 2FA.

KevinD
Community Manager
Community Manager

@bhuston757 what do you mean by "I can't get it to release from old setup"? If you switch devices, then your site admin needs to reset your 2FA. Next time you go to sign in at concursolutions.com, you should be prompted to set up 2FA. So, you will either see a QR code that you need to scan or if your company didn't opt out of the email setup of 2FA that launched November 15, you will receive an email to start the 2FA setup process.

 

I take it you downloaded the Microsoft Authenticator app on your new phone, correct? It is a little difficult to properly advise since I cannot see what you have tried or are attempting. 🙂

 

I'll await your reply.


Thank you,
Kevin Dorsey
SAP Concur Community Manager
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mwsachs
Occasional Member - Level 2

Hello, I did not get a new phone, but I did switch authenticator apps from AuthPoint to Microsoft Authenticator.  I went throught the reset steps several times but the 2FA code is not accepted.  I even tried adding to AuthPoint again and it didn't work.  I'm searching for an answer to this on several threads and all seem to be left unanswered.  Can anyone help?

 

Thank you

MSachs

 

Hello @mwsachs 

 

In the authenticator do you choose the third option?: "Other (Google, Facebook, etc.)"

cjmarimo_1-1715184448767.png

 

 

Your company's Concur user administrator can reset your 2FA.

Have you tried this option?

 

cjmarimo_0-1715184043011.png

 

BR,

cj

PoojaKumatkar
Routine Member - Level 2

Hi @mwsachs ,

Your 2FA code is not accepted may be due to time synch issue. Can you please follow steps given in below link and then check whether 2FA code is getting accepted.

 

One of my client faces the same issue, so this is how it gets resolved.

 

How Do I Troubleshoot the 2FA Error: "The Authenti... - SAP Concur Community

 

Let me know if it resolves your issue.

Thanks!
Regards,
Pooja
mwsachs
Occasional Member - Level 2

Yes, I was working with my Concur admin.  He did the reset 2x and we walked through the whole process.  Got the email, clicked the button, scanned the QR code, SAPConcur added to the authenticator app, tried to log in and same results, code was.  I also saw threads about time sync.  The phone was the same time as my PC.

KevinD
Community Manager
Community Manager

@mwsachs is the Google Authenticator app not a viable option?

 


Thank you,
Kevin Dorsey
SAP Concur Community Manager
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mwsachs
Occasional Member - Level 2

Thanks CJ,  In the Concur app I did try the other option.  On a later try, I tried the middle option work/school with the same results.

mw

Hi @mwsachs ,

Have you tried uninstalling and reinstalling the Microsoft Authenticator app?

cj

 

 

mwsachs
Occasional Member - Level 2

Hi cjmarimo, 

Yes I tried that yesterday.  I found the issue this morning.  I was missing a step right after scanning the QR code which added SAP to my authenticator app and entering the code for the first time in the box below the QR code.  I was going straight to trying to use the app code to log in to the website.

mws

 

Case resolved.

 

KevinD
Community Manager
Community Manager

@mwsachs great to hear. 


Thank you,
Kevin Dorsey
SAP Concur Community Manager
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mwsachs
Occasional Member - Level 2

cjmariom, I forgot to say thanks for the idea.  Thank you all!

PoojaKumatkar
Routine Member - Level 2

Hi @bhuston757 ,

 

Can you please follow below steps: 

1. In your new phone, can you please follow few steps given in below link so that your device time will get synch. 

How Do I Troubleshoot the 2FA Error: "The Authenti... - SAP Concur Community

 

2. Once that is done, ask your Concur admin to reset 2FA and then reset it by clicking on link received in email, scan the QR code in new mobile using authenticator. 

3.  Try logging in to Concur. Now it should accept authentication code generated through newly added QR code. 

 

Let me know if it resolves your issue.

 

 

Thanks!
Regards,
Pooja