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?

   Access to Concur for employees, graduate students, and student employees is contingent on possessing an active Human Resources record. Please be patient in allowing for access as it can take time for HR to process changes and updates. If you are traveling within the next 3 weeks and need to obtain pre-travel authorization, please travelexpense-services@umassp.edu for assistance. Please review the information provided below for campus specific information related to gaining access to Concur for pre-travel authorization, expense reimbursements, and delegate access: 

   • Amherst Concur Access for Employees, Students, and Student Employees
   • Boston Concur Access for Employees, Students, and Student Employees
   • Chan Medical School Concur Access for Employees, Students, and Student Employees
   • Dartmouth Concur Access for Employees and Student Employees
   • Lowell Concur Access for Employees, Students, and Student Employees
   • UMPO Concur Access for Employees

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 between semesters and have been reactivated for the current semester, you will automatically be activated in Concur again the Monday after your HR employee record is updated to active. There may be a delay in your HR record updating due to high volume at the start of the semester. 

   Generally students who are not active employees do not have access to Concur. Amherst and Lowell allow student access to complete pre-travel authorization only. If you are a student from Amherst or Lowell and need to complete pre-travel authorization, work with a campus sponsor to submit on your behalf or request access through the "Concur Student Profile Request Form" available under Company Notes in Concur. 

I'm a grad student and am getting an error message when I try to log into Concur.

At the end of each semester, a student employee’s records are updated, and if their contract has expired, their Concur access is automatically removed. 

If a student is traveling or needs to submit reimbursements for academic reasons, please consider the following: 

• Student Travel Pre-Authorization: If the student employee is traveling for academic reasons, their pre-travel authorization must be completed under one of their campus approved student request policies available in Concur Request. In most cases, an employee will need to process on behalf of the student as a campus sponsor or faculty/employee led travel.
• Student Reimbursement: Students may not be reimbursed for academic or recreational travel within Concur, review the link below for your campus to learn more about out-of-pocket reimbursements for students.   
• Submitting Prior Expenses: If a student employee needs to be reimbursed for work-related expenses while they were employed but they are currently not under contract, please request access by submitting a case to travelexpense-services@umassp.edu, including an explanation of why they are requesting access. 

For any other Concur access needs not covered here, send an email to travelexpense-services@umassp.edu with the student employee's name and employee ID number (not student ID), along with an explanation of why access is needed.

Please review the information provided below for campus specific information related to gaining access to Concur for pre-travel authorization, expense reimbursements, and delegate access:

• Amherst Concur Access for Employees, Students, and Student Employees
• Boston Concur Access for Employees, Students, and Student Employees
• Chan Medical School Concur Access for Employees, Students, and Student Employees
• Dartmouth Concur Access for Employees and Student Employees
• Lowell Concur Access for Employees, Students, and Student Employees
• UMPO Concur Access for Employees

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 travelexpense-services@umassp.edu to have the supervisor updated

   If you do not have a supervisor in HR (or if the update has not been made in HR yet), work with your campus HR to get this resolved. Once changed in HR, it will be updated overnight in Concur. 

I am having trouble booking travel within Concur.

This includes the 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. 

1. I am receiving emails from Concur that say “Approved requests without reports” what does it mean and how do I stop receiving them?

   This is a common question so we've created a FAQ to help when you encounter this. 

2. How do I link my request to an expense report to avoid the "Approved requests without reports" emails?

   This is a common question so we've created a FAQ to help when you encounter this.