Verification email isn't sent

[sfahey]

The Contact Support link in Concur is perpetually not working.

I have a user with a working email address. He gets email from internal and external senders all day, no problem. We signed him up for Concur but he never gets the verification email. If I plug in a different email in (my own for example) it will go through.

It's not our spam firewall, or Exchange's spam filter, quarantine or server transport rule causing the issue. It's not a policy or a local rule in his Outlook client. Nothing indicates a Concur email server is attempting to deliver email to him. Yet, we get email from Concur to other accounts just fine. Any new email address I try to use fails. All the older addresses I plug into Concur work.

Any suggestions on where to look next?

[Meena_K · Accepted solution]

Dear @sfahey ,

I recommend raising a ticket with SAP Concur Support to verify whether any email delivery attempts are being blocked and to confirm that the email address is correctly configured.

This should be reviewed further, as the issue does not appear to be related to the spam firewall or Exchange spam filtering.

Regards,

Meena

[Meena_K · Accepted solution]

Dear @sfahey ,

I recommend raising a ticket with SAP Concur Support to verify whether any email delivery attempts are being blocked and to confirm that the email address is correctly configured.

This should be reviewed further, as the issue does not appear to be related to the spam firewall or Exchange spam filtering.

Regards,

Meena

[KevinD · Accepted solution]

@sfahey most likely the email address was put on the Suppression List for whatever reason. Contacting Concur Support is what you need to do. 🙂

[sfahey]

This is indeed exactly what happened. I spent hours looking for an issue on my side of things -- didn't know at the time a suppression list existed until I did a deeper dive on the net. If only there had been a warning email to an admin contact...