SAP Concur incident
Expense, Travel, Invoice, Request, Analysis/Intelligence: P1
Resolved after 35 minutes, affecting Analysis/Intelligence and Expense and 1 more, on May 23, 2025.
Impact as Reported: In the EU2, US2 and APJ1 Data Centers, logins through the SAP Concur website and SAP Concur mobile app are unavailable. Affected users may intermittently be unable to login or experience error “Sorry, something went wrong”, after being attempting to login. Root cause: The root cause of the incident has been determined to be a misconfiguration that has caused a new certificate meant to be deployed on a staging environment to be instead deployed and applied to a production environment, resulting in the inability for our authentication service to serve incoming login requests for our US2, EU2 and APJ1 production sites. Corrective Actions: The change to the network certificate has been reverted, restoring service to expected levels. The misconfiguration has been permanently addressed, ensuring that future renewals for the same certificate will not lead to failure. Our internal documentation containing the renewal process instructions, has been updated with a lesson learned that will increase our reaction time and rollback process speed in the event a similar incident would occur again in future.
Affected components
Update timeline
- resolved May 23, 2025, 09:52 AM UTC
We are working to determine the user impact and will provide information as it becomes available.
- resolved May 23, 2025, 10:03 AM UTC
In the EU2, US2 and APJ1 Data Centers, logins through the SAP Concur website and SAP Concur mobile app were unavailable. Affected users may have intermittently been unable to login or experience error “Sorry, something went wrong”, after login attempt. 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 May 23, 2025, 10:17 AM UTC
In the EU2, US2 and APJ1 Data Centers, logins through the SAP Concur website and SAP Concur mobile app were unavailable. Affected users may have intermittently been unable to login or experience error “Sorry, something went wrong”, after login attempt The Incident Response Team reverted a recently deployed change to restore service. We have verified that service performance is stable and will now resolve the 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.
- resolved Jun 10, 2025, 12:48 PM UTC
Impact as Reported: In the EU2, US2 and APJ1 Data Centers, logins through the SAP Concur website and SAP Concur mobile app are unavailable. Affected users may intermittently be unable to login or experience error “Sorry, something went wrong”, after being attempting to login. Root cause: The root cause of the incident has been determined to be a misconfiguration that has caused a new certificate meant to be deployed on a staging environment to be instead deployed and applied to a production environment, resulting in the inability for our authentication service to serve incoming login requests for our US2, EU2 and APJ1 production sites. Corrective Actions: The change to the network certificate has been reverted, restoring service to expected levels. The misconfiguration has been permanently addressed, ensuring that future renewals for the same certificate will not lead to failure. Our internal documentation containing the renewal process instructions, has been updated with a lesson learned that will increase our reaction time and rollback process speed in the event a similar incident would occur again in future.
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