help request - not getting the email to set up the 2FA

[JCKasai]

Hello,

One of our associates is trying to set up the 2FA but she is not receiving the set up email. It's not in her inbox, nor the Spam folder. What can she do? Is there a way to set up the 2FA without the set up email?

Thank you in advance for your help.

[cjmarimo]

Hello @JCKasai 

Yes, her company's user administrator can force a reset of your 2FA.

On the other hand, if no email is received, it is possible that what has happened to me on some occasions will happen, which is that I had my email in different users.

BR,

cj

[JCKasai]

Hello @cjmarimo 

If that same thing happened to her, "I had my email in different users", what do I need to do to fix it?

[KevinD]

@JCKasai you would need to figure out which users have her email and ask them to go to their profiles and remove her email. 

[cjmarimo]

Hello @JCKasai 

As @KevinD  indicates, the emails in the different profiles should change.

In my case, to find where I had the same email, I went to the "User Administration" and in "Text search" I put the email and in "Search what" I selected the option "Email (exact match)".  And I found in the users where I had the same email, and then I changed them

BR,

cj

[JCKasai]

Hi @cjmarimo 

Thank you for your swift reply. I have perferomed the search you mentioned and confirmed our associate has only 1 account. What can we do? She just tried again and confirmed the problem persists.

[KevinD · Accepted solution]

@JCKasai what @cjmarimo mentioned is if the email address of this one user is also on someone else's profile, not that they have more than one profile.

When a user doesn't receive emails from SAP Concur, there are a couple of reasons:

1. The email address the user is checking is not the email address associated to their SAP Concur profile. I've seen several times where a company uses a couple of different email addresses for some reason. Maybe they were acquired by another company and email addresses changed to the newer company's domain. 

2. The user's email is on a suppression list. In this case, you would need to submit a Help ticket to Concur Support. 

To narrow down the issue, can you ask the user which email address they are expecting the 2FA email to be sent to then send that email address to me here on the Community via private message, please? To private message me, click my username (KevinD) then the Message button.

[JCKasai]

 Thank you @KevinD , I'll do that.