Resolved after 4 hours 49 minutes, affecting Expense and Travel, on February 12, 2026.
Impact as Reported: Concur Travel and Expense customers experienced an issue searching for travel and processing import/extract jobs. All travel users encountered the following error after attempting to search of all travel segments, “We’re Sorry. We encountered an issue that prevented us from completing your request.” Additionally, affected users observed import and extract jobs failing to process or complete Root cause: A code update to a core service introduced a defect with retrieving customer supplied keys in certain configurations. Over a period of 24-48 hours, downstream services started to experience intermittent errors until all services were affected. This resulted in failures to decrypt data required for the entity configurations impacted. Initial alerting indicated a limited issue due to the intermittent errors at the time. Once critical services were impacted, customers began to report they could not book travel. The Incident Response team was engaged and identified the code update causing the issue, which took longer than typical due to the time that elapsed between the deployment and the more critical failures. The team then rolled back the update to restore functionality to the service. Corrective Actions: The following corrective and preventative actions were identified: The code update was rolled back to restore service. The code is being revised to address the identified defect The test suite is being updated to include the missing scenario Monitoring and alerting for the key store service are being reviewed and revised to ensure timely detection and notification of issues Documentation and training for troubleshooting errors on key store are being updated to improve incident response Escalation procedures for key store related issues are being updated to ensure faster engagement of relevant resources and reduce time to restore service
Affected components
Update timeline
- resolved Feb 17, 2026, 08:57 PM UTC
Concur Travel and Expense customers experienced an issue searching for travel and processing import/extract jobs. All travel users encountered the following error after attempting to search of all travel segments, “We’re Sorry. We encountered an issue that prevented us from completing your request.” Additionally, affected users observed import and extract jobs failing to process or complete. Initial findings from this incident's RCA investigation have revealed that the impact was broader than initially thought and not restricted to a subset of customers in the CCPS Data Center. We are updating the Concur Open and Personalized Concur Open websites to reflect this change in impact.
- resolved Feb 18, 2026, 09:54 AM UTC
Impact as Reported: Concur Travel and Expense customers experienced an issue searching for travel and processing import/extract jobs. All travel users encountered the following error after attempting to search of all travel segments, “We’re Sorry. We encountered an issue that prevented us from completing your request.” Additionally, affected users observed import and extract jobs failing to process or complete Root cause: A code update to a core service introduced a defect with retrieving customer supplied keys in certain configurations. Over a period of 24-48 hours, downstream services started to experience intermittent errors until all services were affected. This resulted in failures to decrypt data required for the entity configurations impacted. Initial alerting indicated a limited issue due to the intermittent errors at the time. Once critical services were impacted, customers began to report they could not book travel. The Incident Response team was engaged and identified the code update causing the issue, which took longer than typical due to the time that elapsed between the deployment and the more critical failures. The team then rolled back the update to restore functionality to the service. Corrective Actions: The following corrective and preventative actions were identified: The code update was rolled back to restore service. The code is being revised to address the identified defect The test suite is being updated to include the missing scenario Monitoring and alerting for the key store service are being reviewed and revised to ensure timely detection and notification of issues Documentation and training for troubleshooting errors on key store are being updated to improve incident response Escalation procedures for key store related issues are being updated to ensure faster engagement of relevant resources and reduce time to restore service
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