Invoice: P1

Update timeline

1. resolved May 18, 2026, 10:43 AM UTC

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

2. resolved May 18, 2026, 11:09 AM UTC

   In the US2 Data Center, both Client Managed Capture and Concur Managed Capture are operating incorrectly and affecting 19% of Invoice customers. The affected customers can receive invoice batches but cannot create Invoices from Invoice Capture. When trying to access Verification for a specific batch, the affected users will receive “Application Error: Unexpected System Error”. Manually uploading batches also results in Application error. Additionally, Invoice Capture is not receiving emails. We have provided details of the incident known at this time, and are currently assessing and verifying the full extent of the user impact and assembling a specialized Incident Response Team (IRT) to investigate and resolve the issue. We will post the next incident communication at or before 12:00 PM UTC on 18 May 2026.

3. resolved May 18, 2026, 11:59 AM UTC

   In the US2 Data Center, both Client Managed Capture and Concur Managed Capture are operating incorrectly and affecting 19% of Invoice customers. The affected customers can receive invoice batches but cannot create Invoices from Invoice Capture. When trying to access Verification for a specific batch, the affected users will receive “Application Error: Unexpected System Error”. Manually uploading batches also results in Application error. Additionally, Invoice Capture is not receiving emails. The Incident Response Team has identified that the application servers are currently experiencing connection issues with one of our internal services. They are currently investigating the root cause. We will post the next incident communication at or before 1:00 PM UTC on 18 May 2026.

4. resolved May 18, 2026, 12:27 PM UTC

   In the US2 Data Center, both Client Managed Capture and Concur Managed Capture were operating incorrectly and affecting 19% of Invoice customers. The affected customers could receive invoice batches but not create Invoices from Invoice Capture. When trying to access Verification for a specific batch, the affected users would receive “Application Error: Unexpected System Error”. Manually uploading batches also resulted in Application error. Additionally, Invoice Capture was not receiving emails. Service has been restored to a normal operating level, and we have started a mandatory post recovery monitoring period to ensure service performance stability prior to declaring the incident resolved. We will post the next incident communication at or before 2:00 PM UTC on 18 May 2026

5. resolved May 18, 2026, 12:49 PM UTC

   In the US2 Data Center, both Client Managed Capture and Concur Managed Capture were operating incorrectly and affecting 19% of Invoice customers. The affected customers could receive invoice batches but not create Invoices from Invoice Capture. When trying to access Verification for a specific batch, the affected users would receive “Application Error: Unexpected System Error”. Manually uploading batches also resulted in Application error. Additionally, Invoice Capture was not receiving emails. 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.

6. resolved May 26, 2026, 04:59 PM UTC

   In the US2 Data Center, both Client Managed Capture and Concur Managed Capture were operating incorrectly and affecting 19% of Invoice customers. The affected customers could receive invoice batches but not create Invoices from Invoice Capture. When trying to access Verification for a specific batch, the affected users would receive “Application Error: Unexpected System Error”. Manually uploading batches also resulted in Application error. Additionally, Invoice Capture was not receiving emails. Root cause: A database supporting the Invoice Capture service ran out of available storage space. Once storage was fully consumed, the database stopped accepting new connections, causing the service to enter a continuous error state. Service was restored after increasing the database storage capacity, allowing connections and normal operations to resume. Corrective Actions: The following corrective and preventative actions were identified. -Implement and review enhanced alerts for database storage thresholds. -Identify high-growth tables and optimize storage usage. -Establish proactive capacity planning to account for growth trends.