Inactive Account Process

Follow these instructions to fix an “Account Inactive” message in Symphony. 

1. Contact your company's Symphony Administrator

Only Symphony Administrators can activate and manage other user accounts. A Symphony Administrator is usually a Point of Contact (POC) listed on SAM.gov for the company.

Note: Users registering for an Administrator account should see Gaining Business Administrator Access and then reach out to the help desk.

To find the company’s SAM POCs: Go to the Search page at SAM.gov (see Figure 1). Select All Domains Choose Entity Information Search for the company Click the company name Go to the Points of Contact tab (see Figure 1) Symphony Administrator vs SAM Administrator: Only Points of Contact listed in the company’s SAM.gov record are recognized as Symphony administrators (see Figure 2). SAM administrator is not a recognized role in the Symphony system.

Figure 1. The Points of Contact section in SAM

Figure 2. An organizations Administrator must Submit a Ticket with a screenshot showing the UEI (Unique Entity Identifier), the registrants name and the email address for activation requests. Users can also download the entity record from the Actions button on the organizations SAM page to provide the verification requirements.

Other users who see an “Account Inactive” message when attempting to sign in must reach out to their administrator (see Figure 3). The help desk cannot activate accounts for users who are not SAM.gov POCs. Symphony administrators can approve access by following the guidance in Using Symphony's Administrative Features. Note: SAM POCs will only receive a registration notification email if they already have a Symphony account. The email is for advisory purposes and is not required for user activation.

Figure 3. Inactive Account message

2. Request Activation 

Check with the company’s POCs to confirm whether they already have an active Symphony administrator account. Contact the SAM POC outside of Symphony.

Symphony will only notify SAM POCs if all of the following conditions are met:

• A SAM POC registers for Symphony before the user.
  - and -
• A SAM POC is registered with the same company (UEI and CAGE (Commercial and Government Entity) code.
  - and -
• A SAM POC is registered on the same Symphony website. 

Important: Pay attention to the agency logo, contract vehicle, and URL for sign in.

3. The Activation Steps for Administrators

Ask the Symphony administrator to follow these steps:

1. Navigate to the Administration screen.
     
2. Click on the row for the user to manage. 
     
3. Change the user status from Initial to Active (see Figure 4). 
     
4. Save the changes by clicking the Save User Status button.
     

Note: The user must have an Active status to sign in.

Figure 4. The Active Status

• Changing a user’s role does not activate the account.
• A SAM POC will not see a user if the Symphony website is incorrect. 
• A SAM POC will not see a user if a registration is for a different company (UEI and CAGE code).
• If an administrator deletes an account, the user will not appear in Administration. This option is not a full delete from the system and does not allow a user to register with the same email again (see Using Symphony's Administrative Features).

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