Expense, Travel, Invoice, Request, Imaging, Analysis/Intelligence: P1

Update timeline

1. resolved Sep 21, 2026, 10:10 AM UTC

   We identified and resolved a service degradation affecting user logins in the US2 data center. All customers hosted on a particular server were affected. During the time of impact, users attempting to sign in using either Single Sign-On (SSO) or a username and password may have encountered the following error message: 'Sorry, something went wrong.' As a result, users were unable to access Concur and would have experienced errors with various services during the downtime. Users that were already logged in during the time of impact were able to continue with their work. Unfortunately, no workaround was available during the period of impact. As the Incident Response Team (IRT) was gathering, the service self recovered. We have verified that service performance is stable and will now resolve this incident. An investigation into the root cause of this incident will now be conducted, and a root cause analysis report provided when that investigation is complete.

2. resolved Oct 02, 2026, 11:49 AM UTC

   Impact as Reported: We identified and resolved a service degradation affecting user logins in the US2 Data Center. All customers hosted on a particular server were affected. During the time of impact, users attempting to sign in using either Single Sign-On (SSO) or a username and password may have encountered the following error message: 'Sorry, something went wrong.' As a result, users were unable to access Concur and would have experienced errors with various services during the downtime. Users that were already logged in during the time of impact were able to continue with their work. Root cause: The incident was caused by a large-scale database update that modified approximately 360000 records in a heavily utilized application table, creating extensive locking and resource contention that rendered the database unresponsive. Due to a human error the operation was executed directly against production without following an established review process, bypassing validation and impact assessment controls. Corrective Actions: Investigate and reduce higher-level user privileges on Concur production databases and migrate legacy manual update workflows to more controlled execution mechanisms. Enforce a governed execution mechanisms that provide additional validation, oversight, and operational safeguards.Impact as Reported: We identified and resolved a service degradation affecting user logins in the US2 Data Center. All customers hosted on a particular server were affected. During the time of impact, users attempting to sign in using either Single Sign-On (SSO) or a username and password may have encountered the following error message: 'Sorry, something went wrong.' As a result, users were unable to access Concur and would have experienced errors with various services during the downtime. Users that were already logged in during the time of impact were able to continue with their work. Root cause: The incident was caused by a large-scale database update that modified approximately 360000 records in a heavily utilized application table, creating extensive locking and resource contention that rendered the database unresponsive. Due to a human error the operation was executed directly against production without following an established review process, bypassing validation and impact assessment controls. Corrective Actions: Investigate and reduce higher-level user privileges on Concur production databases and migrate legacy manual update workflows to more controlled execution mechanisms. Enforce a governed execution mechanisms that provide additional validation, oversight, and operational safeguards.