Expense, Request: P1

Update timeline

1. resolved Jun 26, 2026, 03:31 PM UTC

   We are working to determine the user impact and will provide information as it becomes available.

2. resolved Jun 26, 2026, 04:05 PM UTC

   We have identified a functional disruption impacting the submission of Travel Request and Expense Reports in the Concur Cloud for Public Sector Data Center. Go.Gov users that utilize the Shared Production Environment are affected. Travel Requests and Expense Reports submitted at or after 12:30AM UTC on 26 June 2026 are stalled in "Pending External Verification“ status with no forward progress. As a result, these stalled documents cannot be fully processed and submitted. Workaround: Unfortunately, there is no workaround at this time. The Incident Response Team (IRT) has gathered and an investigation of internal logs has begun.

3. resolved Jun 26, 2026, 05:11 PM UTC

   We have identified a functional disruption impacting the submission of Travel Requests and Expense Reports within the Concur Cloud for the Public Sector Data Center. Go.Gov users who utilize the Shared Production Environment are affected. Following recent investigative findings, further review is underway to determine the timeline of the first impacted submission. Some recently submitted Travel Requests and Expense Reports are currently stalled in a “Pending External Verification” status with no forward progress. As a result, these documents cannot be fully processed or submitted. Workaround: Unfortunately, there is no way for you to workaround the issue at this time. The Incident Response Team (IRT) is performing a thorough review to pinpoint the exact time of submission impact. In parallel, an evaluation of a recent change is underway as a potential root cause.

4. resolved Jun 26, 2026, 05:58 PM UTC

   We have identified a functional disruption impacting the submission of some Travel Requests and Expense Reports within the Concur Cloud for the Public Sector Data Center. Go.Gov users who utilize the Shared Production Environment are affected. Full Customer Base Impact is still under investigation. Details regarding the timeline of the first impacted submission along with the volume of impacted submissions will be shared when available. Some recently submitted Travel Requests and Expense Reports are currently stalled in a “Pending External Verification” status with no forward progress. As a result, these documents cannot be fully processed or submitted. Workaround: Unfortunately, there is no way for you to workaround the issue at this time. The Incident Response Team (IRT) has completed a rollback of a recent change in an effort to restore service. However, the rollback has not been confirmed as the root cause, and investigation to validate this is ongoing. In parallel, the IRT has engaged additional resources to investigate an internal timeout error identified within certain event publishing workflows.

5. resolved Jun 26, 2026, 06:47 PM UTC

   We have identified a functional disruption impacting the submission of some Travel Requests and Expense Reports within the Concur Cloud for the Public Sector Data Center. Go.Gov users who utilize the Shared Production Environment are affected. Full Customer Base Impact is still under investigation. Details regarding the timeline of the first impacted submission along with the volume of impacted submissions will be shared when available. Some recently submitted Travel Requests and Expense Reports are currently stalled in a “Pending External Verification” status with no forward progress. As a result, these documents cannot be fully processed or submitted. Workaround: Unfortunately, there is no way for you to workaround the issue at this time. The Incident Response Team (IRT) is taking action to address a time out error discovered in internal logs to restore service.

6. resolved Jun 26, 2026, 07:34 PM UTC

   We apologize for any confusion previous communications may have caused, and wish to provide a clarification at this time. Travel Request and Expense report submissions are unaffected by this issue. We have identified a functional disruption impacting the approval workflow of approximately 18 Travel Requests and Expense Reports within the Concur Cloud for the Public Sector Data Center. Go.Gov users who utilize the Shared Production Environment are impacted by this issue. Approximately 18 submitted Travel Requests and Expense Reports are currently stalled in a “Pending External Verification” status with no forward progress. As a result, these documents cannot be fully processed. Workaround: Unfortunately, there is no way for you to workaround the issue at this time. The Incident Response Team (IRT) is taking action to address a time out error discovered in internal logs to restore service. Our next scheduled update will be in one hour or sooner should a significant change occur.

7. resolved Jun 26, 2026, 08:57 PM UTC

   We are working to resolve a functional disruption impacting the approval workflow of Travel Requests and Expense Reports within the Concur Cloud for the Public Sector Data Center. Go.Gov users who utilize the Shared Production Environment are impacted by this issue. A thorough revalidation of Customer Base Impact is underway, and those details will be shared when available. Travel Requests and Expense Reports were stalled in a “Pending External Verification” status with no forward progress. As a result, these expense reports and travel requests cannot be fully processed. Workaround: Unfortunately, there is no way for you to workaround the issue at this time. The Incident Response Team (IRT) is taking action to deploy an infrastructure update aimed to improve performance. Our next scheduled update will be in one hour or sooner should a significant update occur.

8. resolved Jun 26, 2026, 11:28 PM UTC

   Twenty One Expense Reports were not progressing beyond the Pending External Validation step in the approval workflow as expected. The impacted reports have now progressed through the workflow and have been updated to a status of Paid. Workaround: Unfortunately, there was no way for you to workaround the issue for these impacted reports during the time of impact. Services have returned to normal operating levels. We will continue monitoring performance for the next 15-30 minutes to verify stability. Once verified as stable the incident will be resolved.

9. resolved Jun 26, 2026, 11:50 PM UTC

   Twenty One Expense Reports were not progressing beyond the Pending External Validation step in the approval workflow as expected. The impacted reports have now progressed through the workflow and have been updated to a status of Paid. Workaround: Unfortunately, there was no way for you to workaround the issue for these impacted reports during the time of impact. To improve reliability, we have updated our timeout configuration to better accommodate processing time.

10. resolved Jun 28, 2026, 08:27 PM UTC

    Amendment: Twenty One Expense Reports were not progressing beyond the Pending External Validation step in the approval workflow as expected. The impacted reports have now progressed through the workflow and have been updated to a status of Paid. Additionally, a total of 48 requests were submitted. Only two requests were impacted. One request was canceled, and the other successfully resumed and completed its workflow after the incident was resolved. Workaround: Unfortunately, there was no way for you to workaround the issue for these impacted reports and requests during the time of impact. To improve reliability, we have updated our timeout configuration to better accommodate processing time.

11. resolved Aug 03, 2026, 04:56 PM UTC

    Impact as Reported: We identified a functional disruption impacting the submission of Travel Request and Expense Reports in the Concur Cloud for Public Sector Data Center. Go.Gov users that utilize the Shared Production Environment were affected. Travel Requests and Expense Reports submitted at or after 12:30AM UTC on 25 June 2026 were stalled in "Pending External Verification“ status with no forward progress; these stalled documents could not be fully processed and submitted until the incident was resolved. Root cause: An issue impacted workflow processing, preventing certain expense/request documents from progressing to the next stage because posting confirmations from the Financial Gateway Interface (FGI) service could not be completed. The root cause was increased latency in the FGI database during communication with downstream services. The longer database response times exceeded the configured 1-minute service timeout, causing requests to fail and preventing posting confirmations from being returned to the workflow. Service was restored by increasing the timeout configuration and redeploying the FGI service, allowing requests to complete successfully despite the elevated response times. The existing timeout setting had been based on historical system behavior, as this latency scenario had not previously been observed. Corrective Actions: The following corrective and preventive actions were identified: Increased the configured service timeout and redeployed the FGI service to prevent premature request failures. Upgraded the service-mesh version to improve service-to-service communication resilience and reliability. Enhanced logging and monitoring within FGI to improve visibility into latency and timeout conditions. Enhanced logging and monitoring within FIS to enable earlier detection and investigation of performance issues. Improved observability and alerting capabilities to support faster identification, diagnosis, and resolution of similar issues in the future.