Expense, Travel, Invoice, Request, Analysis/Intelligence: P1

Update timeline

1. resolved Aug 15, 2025, 11:40 AM UTC

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

2. resolved Aug 15, 2025, 12:07 PM UTC

   In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were unavailable. Affected users may have experienced the following error when attempting to login: "sorry something went wrong". 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.

3. resolved Aug 15, 2025, 12:56 PM UTC

   In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were unavailable. Affected users may have experienced the following error when attempting to login: "sorry something went wrong". Services have returned to normal operating levels. We will prolong our monitoring until we have verified the service stability. Once verified as stable the incident will be resolved.

4. resolved Aug 15, 2025, 01:22 PM UTC

   In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were unavailable. Affected users may have experienced the following error when attempting to login: "sorry something went wrong". As the Incident Response Team (IRT) was starting to investigate the issue , the service automatically self-recovered. We have verified that service performance is stable and will now resolve the incident. An investigation into the root cause of this incident will be conducted , and a root cause analysis report provided when that investigation is complete.

5. resolved Aug 28, 2025, 12:54 PM UTC

   Impact as Reported: In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were unavailable. Affected users may have experienced the following error when attempting to login: "sorry something went wrong". Root cause: The root cause of the incident appears to be related to an index name change that has caused an Expense application to fail database calls, triggering a re-try mechanism that has generated a significant load increase, ultimately leading to slowdown and timeouts. Why and how the impact on the Expense application has affected the login workflow is still under investigation, additional info will be provided as they will come available Corrective Actions: Preventive and corrective action items will be provided with the final RCA.

6. resolved Sep 04, 2025, 12:20 PM UTC

   Impact as Reported: In the US2 Data Center, logins through the SAP Concur website and SAP Concur mobile app were unavailable. Affected users may have experienced the following error when attempting to login: "sorry something went wrong". Root cause: The root cause of the incident has been connected to a database index name change causing an Expense service database calls to fail, triggering a re-try mechanism that resulted in significant load increase and ultimately lead to slow down and timeouts. Due to dependencies between the Expense stack and a core service responsible for the login workflow, part of the data required for the authentication process was not available, preventing users from accessing the SAP Concur application. Corrective Actions: Multiple action items have been created in the aftermath of the incident, these include: Modification of the retry logic and number of retries for failed calls. Addition of circuit breakers. Modifications of the authentication workflow and review of its dependencies. Additional monitoring and alerting. Additional playbooks and change process improvements for database index changes.