Billing

Frequently Asked Questions

Please review the FAQs for a solution. If you need further assistance kindly email

Concur_arcustomersupport@sap.com. For any invoice and payment issues, you may reach out to your assigned

Accounts Receivable Analyst, SAP Concur Autopay Accounts at concur_AutopayAccount[email protected]m.

3. This will take you to another page. Click on Billing

Note: Just make sure to DISABLE Pop-up blockers in your PC

(https://support.google.com/chrome/answer/95472?hl=en). Otherwise, you may not be able to access

the portal’s Billing tab. If this doesn’t work, please access it using a different browser.

HOW DO I ACCESS BILLER DIRECT IF I’M GOING THROUGH IMPLEMENTATION?

Customers who are still going through implementations will have no access to Concurs Solutions but you can

directly open the Online Billing Portal by doing the following:

1. Contact ARCustomerSupport@concur.com or AutopayAccounts@concur.com and inform them that

your user account is still under either on Pre-Production/GDSX/TRX.

2. Request for an account be created by providing the Program Admin’s First and Last name, and email

HOW DO I DOWNLOAD INVOICES?

1. A. Click the hyperlink "Invoices before January 1st, 2017" :

2. B. Click on Bills and payment

3. C. Click on Downloads > Save

4. Download 2017 invoices and beyond:

A. Click the hyperlink "Invoices after January 1st, 2017"

B. For Unpaid Invoices -

5. Open invoices > Download > Save

6. C. For Paid Invoices –

i. Paid Bills > Search Invoice > Download > Save

WHERE DO I SEND A REQUEST FOR A COMPANY NAME CHANGE?

• Obtain a pdf of the registration document(s) from the Secretary of State of the appropriate

government under which the business is organized, or the link to their documents online)

HOW DO I UPDATE MY BILL TO ADDRESS?

The address data tab allows you to update your “Bill To” address, change the email address of contact recipient

for invoice notification, update your phone number and also add multiple contacts as email notification

recipient.

Your company’s program administrator or an employee that has an authorized support contact permission can

update the Bill To address by following steps listed below:

6. Under Deafult Billing Address, select Edit.

7. Change your Bill To address, then click the “Make this default Billing Address” button.

WHERE DO I SEND A REQUEST FOR A SHIP TO, OR SHIP TO AND BILL TO ADDRESS CHANGE?

To request a Ship to, or Ship To and Bill To address change contact your assigned Client Success Manager or

your assigned AR Analyst or email ARCustomerSupport@Concur.com. Please provide your registered business

name or customer account number for a prompt response.

Note: The Ship To address should only be physical address as PO boxes do not work.

2. Click Contact Support at the bottom left of your screen.

3. This will take you to another page. Click on Billing

4. Click Credit Cards Tab

5. Add Credit Card information

Important Note: After successfully added the card information, kindly click the “Automatic Debit

Authorization tab” then hit Grant. Otherwise, payment will still be processed to the old card.

Note: Just make sure to DISABLE Pop-up blockers in your PC

(https://support.google.com/chrome/answer/95472?hl=en) . Otherwise, you may not be able to access

the portal’s Billing tab. If this doesn’t work, please access it using a different browser.

For any invoice and payment issues, you may reach out to your assigned Accounts Receivable Analyst.

HOW DO I CHANGE MY DIRECT DEBIT INFORMATION?

6. Important Note: After successfully added the card information, kindly click the “Automatic Debit

Authorization tab” then hit Grant. Otherwise, payment will still be processed to the old card.

Note: Just make sure to DISABLE Pop-up blockers in your PC

(https://support.google.com/chrome/answer/95472?hl=en). Otherwise, you may not be able to access

the portal’s Billing tab. If this doesn’t work, please access it using a different browser.

incremental fee is defined as the additional charge for every expense report that is over or excess in your base

transactions which was stated in your contract.

Your company’s program administrator or an employee that has an authorized support contact permission can

view & download a usage report by following steps listed below:

1. Log on to Concur (https://www.concursolutions.com/)

2. Click Contact Support at the bottom left of your screen.

3. This will take you to another page. Click on Billing

4. Click Reports Tab

5. Select an invoice line item by selecting from the list on the left side of your page.

WHEN IS MY FIRST BILL/PAYMENT DUE AND HOW MANY MONTHS WERE WAIVED?

WHAT AM I CURRENTLY PAYING FOR TODAY?

Kindly email your assigned Accounts Receivable Analyst at Concur_arcustomersup[email protected]m. You will

AM I ABLE TO FREEZE OUR ACCOUNT UNTIL WE ARE READY TO RESUME IMPLEMENTATION?

No, you do not have the option to place your account on hold.

DO TEST REPORTS COUNT TOWARDS TO REPORT TIER/VOLUME?

If you are still in implementation, please contact to your sales representative for questions regarding test

expense reports or transactions.

Note: For the billing start date please refer to the Transaction Feed Start Date in your contract.

HOW DO I CREATE TEST CARD ACCOUNTS?

Please contact your Client Success Manager to create sample credit card transactions.

1. Log on to Concur (https://www.concursolutions.com/)

2. Click Help and Choose Contact Support from the drop down

3. This will take you to another page. Click on Billing

5. Click Credit Cards Tab

6. Add Credit Card information

7. Hit CONTINUE to delete the old card

Note: Just make sure to DISABLE Pop-up blockers in your browser. Otherwise, you may not be able to access

the portal’s Billing tab. If this doesn’t work, please access it using a different browser.

WHAT ARE INCREMENTAL FEES?

Incremental fees occur when you have gone over your contracted amount of either expense reports or

invoices. Every expense report or invoice an employee creates, it will generate a unique report id. We are

billing you in terms of the number of expense report key or id generated on your billing cycle.

Below are the typical scenarios as to why you will incur an incremental charge:

• Once the report is created and sent for your approval the transaction is charged.

• In case you decline the report, send back to employee and he/she modify the report and send back to

one and send back to you – 2 transactions are charged.

Concur needs at least 90 days notice, but you can certainly set a date beyond that. All outstanding invoices

billed to your account must be paid.

Kindly email Concur_arcustomersupport@sap.com a copy of a written notice of termination on your company

letterhead from the client.

• Date: Date you are providing notice

• Termination Date: The written notice required when terminating a System (all services) per your BSA –

30, 60, or 90 days from date you are providing the notice.

• System (All Services) Terminating

• Reason

• Signature

I DID NOT GO OVER COMMITTED TRANSACTION VOLUME, WHY ARE WE GETTING CHARGED INCREMENTAL

FEES?

WE ARE TAX-EXEMPT, HOW CAN WE GET A REFUND ON TAXES CHARGED ON BILL?

Please provide AR Customer Support the certificate of tax exemption from the US Department of State. Email

Once AR Customer Support has validated the certificate, you will hear back on the status of your support ticket

Please reach out to your sales representative to ensure that you have gone through a free trail instead of

purchasing the product.

Please contact your Client Success Manager for information regarding terminations.

CONTACT CONCUR BILLING