If you are not receiving emails from SAP Concur or as a site administrator you have users stating they are not receiving emails, here are two reasons why this could be happening. Note: when I say "not receiving emails" I mean that emails are not being received at all, even to the user's Junk or Spam folders.
Reason 1: User's Everyday Email is Not the Email Associated to their SAP Concur Profile
It isn't a very common occurrence, but I have seen on more than one occasion a user having two corporate email addresses. When they try to retrieve their SAP Concur username they enter the email address they use everyday, but never receive the email because that email is not associated to their SAP Concur profile. The other scenario is they try to do a password reset, but never receive the email because the inbox they check is for an email address not associated to their profile.
Resolution: You need to contact your SAP Concur site administrator to see which email address is associated to your SAP Concur profile. If you do not know who this is, it is usually someone in either the Finance, Accounting, Payroll or HR department. If you cannot find the correct person, then work with your direct manager to see if they can help.
Reason 2: The User's Email is on the Suppression List
At SAP Concur, we use Amazon Web Services (AWS). By design, all email servers acknowledge the receipt of an email. When a user receives an email, if the email server for whatever reason doesn't send back the acknowledgement, the user's email address is placed on the Suppression List. Users do not receive any notification that their email is on the Suppression List. If you are not receiving any emails from SAP Concur and are sure you are using the correct email address, then the chances are very likely your email is suppressed.
Reasons Emails Get Suppressed
Below are some of the reasons why an email would get suppressed:
- Invalid email address added to the user's profile
- Email address added to the user's profile before it has been completely set up within the company
- Client SMTP server issue
- User's email inbox is full
- Email address suspended
- No delivery acknowledgement from client server
Resolution: End users cannot remove themselves from the Suppression List. You will need to contact your site administrator who will submit a Help ticket to Concur Support.
