How to Reset MFA for SAP Concur

Summary

This guide explains how to reset your Multi-Factor Authentication (MFA), also known as Two-Factor Authentication, for SAP Concur. Use these steps if you have a new phone or can no longer access your old device and need to set up an authenticator app again.

Symptoms

• You are unable to log into SAP Concur after getting a new phone.
• The authenticator app on your new device does not provide a valid code for SAP Concur.
• You have lost, wiped, or broken the device you previously used for SAP Concur MFA.

Environment

• Product: SAP Concur

• Platform: Web (for managing settings)

• User Type: End user

Root Cause

MFA is securely tied to a specific device's authenticator app. When you get a new device or reinstall the app, this secure link is broken and must be reset to establish a new connection.

Prerequisites

• User-initiated 2FA reset cannot be completed in Concur Mobile. You must reset 2FA by signing in to concursolutions.com via a web browser.
• You must have a valid Email 1 or Email 2 address configured in the Email Addresses section of the My Profile – Personal Information page in SAP Concur solutions.

Resolution Steps

1. Begin Login Process 💻 On your computer, navigate to the SAP Concur login page. Enter your Login ID. Then, choose to sign in with your SAP Concur password and enter it when prompted.

2. Request a Reset Link 🔗 The next screen will ask for your six-digit verification code from your authenticator app. Since you don't have it, click the link below the code entry box that says

"Unable to enter authentication code". Click "Send" for SAP Concur to send you the link.

3. Check Your Email 📧 SAP Concur will send a secure reset link to the email address associated with your account. Open your inbox and find the email from SAP Concur.

4. Scan the New QR Code 📷 Click the link in the email and follow the on-screen instructions. A new QR code will be displayed on your computer screen. Open your authenticator app (e.g., Microsoft Authenticator) on your new phone, select to add a new account or the Scan QR Button, and scan the QR code.

5. Finalize and Log In ✅ After scanning, your authenticator app will display a new 6-digit code. Enter this code on the SAP Concur page to finalize the setup. You will now be logged in, and your MFA is successfully moved to your new device!

Troubleshooting Tips

• QR Code Not Scanning? Ensure your chosen authenticator app has permission to use your phone's camera in your device settings. Also, make sure your camera lens is clean and the room is well-lit.
• Invalid Codes? Go to your phone's Settings > Date & Time and ensure "Set Automatically" is enabled. Time differences between your phone and the server are the most common cause of invalid codes.

References

• User-initiated Reset for 2FA