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 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. 

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. 

1. I’m receiving emails with the subject “Approved requests without reports” how to I stop getting these?

Requests are digital permission slips, and the email received is a reminder to submit an expense report for that request. Most requests are permission to spend money so Concur expects you to link a request to the applicable expense report(s).

If nothing needs to be expensed for this request, the request needs to be closed (inactivated). 
*see below if you still need to submit an expense report.

1. Within Concur, open the request.
2. On the right side of the screen, select “close request” and follow prompts.
 

Note: Do not cancel an approved request if an expense report is not needed. Cancelling the request inactivates the authorization received for travel or prior approval.

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

Linking your Requests allows expense report Approvers to easily access information on your Request and will stop the “Approved requests without reports” emails.

*Only employees who have paid on a bank card for another employee should enter within the Request ID field.

When linking your request as outlined below, you should skip the Request ID field.

To link the approved request (including pre-travel authorizations), within the expense report:
1. Select "report details" located on the left under the report name
2. Select "manage request"
3. Select "add"
4. Select the correct approved request
5. Select "add to report"

When you have successfully added a request, you will see a white box appear in the expense report. You may link multiple requests if applicable. 
 

Note: Do not cancel an approved request if an expense report is not needed. Cancelling the request inactivates the authorization received for travel or prior approval.