SAP Concur incident
Expense, Travel, Invoice, Request, Imaging, Analysis/Intelligence: P1
Resolved after 1 hour 49 minutes, affecting Analysis/Intelligence and Expense and 1 more, on June 14, 2026.
Impact as Reported: External reporting indicated that login functionality was unavailable for all customers across the APJ1, EU2, and US2 Data Centers. All customers experienced a functional service disruption. After logging in, users encountered the following error message: "We’re sorry, we encountered an issue that prevented us from completing your request." Root cause: During a credential rotation in the US2 environment, old credentials were removed immediately after the update. However, some active service instances in other regions were still using the old credentials cached in memory and continued to authenticate with them, causing a spike in authentication failures. This triggered protection mechanisms, temporarily locking the shared client ID for 60 minutes. While locked, authentication failed globally—even for services using the new credentials—resulting in an outage. An improved rotation process, which includes a delay before removing old credentials, had been developed and validated in non-production environments. However, due to inconsistencies in deployment pipelines, this update was not fully rolled out to production, allowing the issue to occur.
Affected components
Update timeline
- resolved Jun 14, 2026, 08:18 AM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved Jun 14, 2026, 09:22 AM UTC
External reporting indicates that login functionality is unavailable for all customers across APJ1, EU2, and US2 Data Centers. All customers are experiencing functional service disruption. After logging in, users encounter the following error message: "We’re sorry, we encountered an issue that prevented us from completing your request." The Incident Response Team (IRT) is actively investigating the issue and identifying the potential root cause. Our next update will be in one hour or sooner should a significant change occur.
- resolved Jun 14, 2026, 09:56 AM UTC
External reporting indicated that login functionality was unavailable for all customers across the APJ1, EU2, and US2 Data Centers. All customers experienced a functional service disruption. After logging in, users encountered the following error message: "We’re sorry, we encountered an issue that prevented us from completing your request." 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.
- resolved Jun 14, 2026, 11:10 AM UTC
We have completed the post recovery stability monitoring period and confirmed that service is operating at a normal and stable level and will now resolve this incident. External reporting indicated that login functionality was unavailable for all customers across the APJ1, EU2, and US2 Data Centers. All customers experienced a functional service disruption. After logging in, users encountered the following error message: "We’re sorry, we encountered an issue that prevented us from completing your request." The Incident Response Team restarted the authentication server tier which eventually restored the service.
- resolved Jun 18, 2026, 11:28 AM UTC
Impact as Reported: External reporting indicated that login functionality was unavailable for all customers across the APJ1, EU2, and US2 Data Centers. All customers experienced a functional service disruption. After logging in, users encountered the following error message: "We’re sorry, we encountered an issue that prevented us from completing your request." Root cause: During a credential rotation in the US2 environment, old credentials were removed immediately after the update. However, some active service instances in other regions were still using the old credentials cached in memory and continued to authenticate with them, causing a spike in authentication failures. This triggered protection mechanisms, temporarily locking the shared client ID for 60 minutes. While locked, authentication failed globally—even for services using the new credentials—resulting in an outage. An improved rotation process, which includes a delay before removing old credentials, had been developed and validated in non-production environments. However, due to inconsistencies in deployment pipelines, this update was not fully rolled out to production, allowing the issue to occur.
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