Expense: P1

Update timeline

1. resolved Sep 03, 2025, 09:39 PM UTC

   After further investigation, the Incident Response Team (IRT) has determined that the breadth of impact for an ongoing investigation has exceeded our original understanding. Moving forward, incident communications will be posted on Concur Open. In the US2, EU2, and Concur Cloud for Public Sector Data Centers, customers using the American Express GL1025 file for credit card transaction feeds may have experienced issues with incorrect transaction labeling for transactions posted on or before September 2. While it was confirmed that American Express deployed a fix on September 2, preventing further impact, incident communications will continue until clean up actions have been executed. Affected users may see payment transactions displayed to employees either with no vendor name or with an "unknown" vendor, while certain fee types may be incorrectly classified as cash advances. A potential workaround for this issue has been identified. Credit card administrators for the impacted customers may be able to hide the impacted transactions or reach out to the Concur support rep so that they can hide them on your behalf. It is also recommended to create an audit rule to prevent the inclusion of impacted transactions in expense reports. The Incident Response Team (IRT) met with American Express vendor partners. It has been confirmed that root cause was determined, and a fix was deployed on September 2, preventing further impact. The Incident Response Team is collaborating with vendor teams to determine the most effective clean up actions. Our next scheduled update will be at or before 9:00PM UTC on 05 September.

2. resolved Sep 05, 2025, 08:04 PM UTC

   In the US2, EU2, and Concur Cloud for Public Sector Data Centers, customers using the American Express GL1025 file for credit card transaction feeds may have experienced issues with incorrect transaction labeling for transactions posted on or before September 2. While it was confirmed that American Express deployed a fix on September 2, preventing further impact, incident communications will continue until clean up actions have been executed. Affected users may see payment transactions displayed to employees either with no vendor name or with an "unknown" vendor, while certain fee types may be incorrectly classified as cash advances. A potential workaround for this issue has been identified. Credit card administrators for the impacted customers may be able to hide the impacted transactions or reach out to the Concur Support rep so that they can hide them on your behalf. Additionally, in some situations, it may be possible to create an audit rule to prevent the inclusion of impacted transactions in expense reports. The Incident Response Team (IRT) has identified and is currently building an automated process that will clean-up remaining impacted transactions that are unassigned to expense reports. The IRT advises for affected users to remove any impacted transactions from existing expense reports to ensure a successful clean-up execution. Deployment for this repair work is reliant upon successful internal testing but is currently targeted for the end of next week. Additionally, the IRT continues working with American Express vendor contacts to acquire details necessary to perform cross validation checks and assure the internal automated process captures all impacted transactions. Our next scheduled update will be 9PM UTC on 11 September or sooner should a significant change occur.

3. resolved Sep 11, 2025, 08:40 PM UTC

   In the US2, EU2, and Concur Cloud for Public Sector Data Centers, customers using the American Express GL1025 file for credit card transaction feeds may have experienced issues with incorrect transaction labeling for transactions posted on or before September 2. While it was confirmed that American Express deployed a fix on September 2, preventing further impact, incident communications will continue until clean up actions have been executed. Affected users may see payment transactions displayed to employees either with no vendor name or with an "unknown" vendor, while certain fee types may be incorrectly classified as cash advances. A potential workaround for this issue has been identified. Credit card administrators for the impacted customers may be able to hide the impacted transactions or reach out to the Concur Support rep so that they can hide them on your behalf. Additionally, in some situations, it may be possible to create an audit rule to prevent the inclusion of impacted transactions in expense reports. The Incident Response Team (IRT) has begun clean-up actions of reclassifying affected transactions and assigning them to the correct categories. Due to the complexity of the issue and sensitivity of the impacted data, the IRT is executing the remediation process on a customer-by-customer basis instead of using a mass automation mentioned in previous incident communications. The remediation process includes reclassifying unassigned transactions, adjusting them to the expected status and visibility based on customers' individual configurations, such as hidden or released in Available Expenses. The IRT advises for customers who have remaining affected transactions, to create a case or update their existing case providing approval for the IRT to complete the remediation process for their entity. We will post the next incident communication at or before 9:00PM UTC on 24 September 2025.

4. resolved Sep 24, 2025, 06:53 PM UTC

   Customers using the American Express GL1025 or GL1022 file for credit card transaction feeds may have experienced issues with incorrect transaction labeling for transactions posted on or before September 2. Affected users may see payment transactions displayed to employees either with no vendor name or with an "unknown" vendor, while certain fee types may be incorrectly classified as cash advances. Work to repair all affected transactions is still in progress. As previously communicated, American Express deployed a fix on 2 September 2025, preventing further impact. Since then, our Support and R&D teams have remained engaged and committed to clean-up efforts. Due to the nature of repair actions requiring individual customer intervention and approval, Global Incident Communications will be discontinued going forward. We are sorry for any inconvenience this may have caused. Thank you for your patience.

5. resolved Nov 12, 2025, 03:12 PM UTC

   Impact as Reported: Customers using the American Express GL1025 file for credit card transaction feeds may have experienced issues with incorrect transaction labeling for transactions posted on or before September 2. Affected users may see payment transactions displayed to employees either with no vendor name or with an "unknown" vendor, while certain fee types may be incorrectly classified as cash advances. Root cause: The credit card vendor for the impacted customers sent incorrect transaction data to SAP Concur. SAP Concur engineering worked with the vendor to identify the impacted data set and apply the necessary corrections. Please refer to your support case for any additional information on individual impact. If you continue to have issues please create a support case. Corrective Actions: Code was written to identify and fix the incorrect data. A tool was developed that can now be used to more readily fix data on request.