Concur User Support and Information

1. I am a new employee or there is a new employee in our department. How do we get a Concur account set up?

   Dartmouth employees should complete Concur training (via zoom or through get inclusive). Once you complete the training, you can request access to Concur by submitting a case to travelexpense-services@umassp.edu.

   Amherst, Boston, Chan, and Lowell employees- Every Monday we load new employees into Concur. Employees need to have an employee ID, an active employee record and be on UMass payroll to be granted access to Concur.

   Contingent workers (not paid through UMass payroll) are not automatically provided access to Concur. Please contact travelexpense-services@umassp.edu regarding Contingent worker access.

2. I cannot log into Concur. I am getting an error when I try to log in to Concur.

   First, make sure you are logged into the UMass network and are trying to access Concur via single sign-on (no password needed or need to submit for a password reset).

   If you are still not able to access Concur, you probably have an inactive employee record or were never granted access. Only active employees can access Concur.

   If you were not an active employee over the summer and have been reactivated for the fall semester, you will automatically be activated in Concur again the Monday after your HR employee record is updated to active.

1. This semester we have a new Chair, department head, PI, Budget approver, etc, how can I get this updated in Concur?

   For any changes to approvers, work with your campus controller’s office to authorize the changes.  They should then submit a case with the following information:

   -Department Name and Department ID

   -Approver Name and ID

   -Identify who the prior approvers were that the new approver is replacing

2. I have a new supervisor or I have no supervisor listed, how can this be updated in Concur?

   If your supervisor is updated in HR and Concur does not reflect the update, submit a case to have the supervisor updated

   If you do not have a supervisor in HR, work with your campus HR to get this resolved.

I am having trouble booking travel within Concur (including error message "We're sorry. We encountered an issue that prevented us from completing your request. Error from reservation system- NO STAR LEVEL ONE")

If you are logged into Concur and trying to book travel, the quickest way to resolve is by contacting CTP directly. They can assist with troubleshooting. Contact the CTP help desk: na.online@travelctm.com or 1-877-208-1396, M-F: 9:00am - 8:00pm ET. 

I would like to be granted delegate access for someone else.

Dartmouth employees- Please contact the Controller’s office to set up as a delegate properly.

Amherst, Boston, Chan, and Lowell employees- The user can do this as a self-service activity- log in to Concur, access, and assign delegates under their employee profile. Only the user can do this. You cannot assign yourself to work on behalf of someone else or request to be a delegate through Concur. You may contact travelexpense-services@umassp.edu for assistance if the user is unable to complete self-service.