Concur Support & User Guides

6 August 2026 | 4:04 am

Impact as Reported: We identified and resolved a service degradation affecting user logins in the US2 and EU2 Data Centers. The Incident Response Team (IRT) is working to provide the overall Customer Base Impact and will provide this information when available. During the time of impact, users attempting to sign in using either Single Sign-On (SSO) or a username and password may have intermittently encountered the following error message: "Sorry, something went wrong." When this error occurred, users may have been able to successfully login and access services after multiple attempts. Users that were already logged in during the time of impact were able to continue with their work. Root Cause: Intermittent login failures occurred during a planned authentication service migration. As part of the change, a routine automated cleanup process inadvertently removed an active authentication configuration that was still being used by other environments. This prevented the affected environments from communicating with a dependent identity service required for user authentication. The investigation determined that the automation process did not adequately validate that the configuration being removed was associated only with the environment undergoing the migration. As a result, an active shared configuration was unintentionally deleted, causing authentication requests to fail in the affected environments. Service was restored by generating and deploying replacement configuration values, re-establishing connectivity to the identity service. Corrective Actions: The following corrective and preventive actions were identified: Replaced the affected configuration with new values to restore connectivity and resume normal authentication operations. Temporarily disabled the automated cleanup process until all migration activities and related configuration updates have been completed and fully validated. Updated the implementation approach to execute future migrations in multiple controlled phases, with validation checkpoints between each phase to reduce risk and improve change oversight. Enhanced automation safeguards and validation checks to ensure that only configurations associated with the intended environment can be modified or removed. Expanded testing and operational procedures to address environment migration scenarios and identify potential cross-environment dependencies before changes are implemented.

4 August 2026 | 8:11 am

Impact as Reported: We identified and resolved a functional degradation affecting Hilton hotel bookings through the Sabre Global Distribution System (GDS). During the period of impact, approximately 87% of Hilton hotel bookings in the US2, EU2, and Concur Cloud for Public Sector Data Centers were affected. Users were able to search for Hilton properties successfully; however, when attempting to complete a booking for a Hilton hotel, an error was generated and the reservation could not be finalized. Reservations for other hotel chains continued to function normally. Root cause: The root cause of the incident has been identified to be a service disruption at our third party GDS partner Sabre. Corrective Actions: N/A