Sign In Issue FAQ

Modified on Thu, 26 Oct 2023 at 03:49 PM

The following are some frequently asked questions regarding Symphony. Please reference How to Access Symphony for more information on the available contract vehicles. If you still need help, contact us.

 

Can my account be linked to more than one company?

No. Your email can only be linked to one company. If you need access to multiple companies on one Symphony website, you must register with a unique email for each company, and you should not use a group email address. Please reference the Registration FAQ for more information 


Who is a Trusted Symphony Administrator? Who is my administrator?

Your SAM.gov Points of Contact are considered authorized users for an organization. A "SAM administrator" cannot be verified. The location of this information at SAM.gov is displayed in the image below.


Sam.gov entity navigation menu

Please reference How to Review the SAM data for more information on finding this list at SAM.gov.


Why did I get an Authentication Failed message?

If your Authentication Failed when you entered your password, please use the Forgot Password link to troubleshoot the issue with your registered account. If the reset email doesn't arrive in a few minutes and it's not in the spam/trash folder, begin a new registration. Please contact us if there is a duplicate registration error. 

 

Why is my account inactive?

After a user registers, an account remains in an Initial status while it is pending activation by the registered SAM POC(s), administrators for their company, or Symphony administrators. 

  • Staff users in this status cannot sign in without proper approval. Please reference How to Review the SAM data for more information on finding your administrator list at SAM.gov. 
  • If your name is listed as a SAM POC, please download or save a copy of your SAM record that shows the Point of Contact names and email addresses for additional verification of your account after registering in Symphony. Please contact us and provide your SAM UEI and a copy of your POC information so that we can verify your access.


How does an administrator activate an account?

When your administrator signs in to Symphony, they can follow the guidance in How to use Administration and these are the steps to follow in the Administration link:
  1. Click on the row for the user you want to manage. 
  2. Change the user status from Initial to Active 
  3. Save your changes.

Why hasn't anyone received a notification about my registration?

Symphony does not send notifications to your SAM POC(s) if they have not registered at the same Symphony website. Contact your SAM POC(s) and request that they register, sign in, and then activate your account. Please reference How an Inactive Account is Approved for more information on finding your administrator list at SAM.gov.

 

Who was notified about my registration?

Contact your SAM POC(s) on your own if no one receives an email to activate your account. Request that the SAM POC(s) sign in or register themselves for the same Symphony website and then the POC(s) can activate your initial registration. Please have them reference How to Register as an Administrator for more information.

 

Why can't my SAM POC sign in? 

If there is a mismatch in the information from SAM.gov or there were updates to SAM after registration, it will not work for login, and the user will need to be manually activated by us or another administrator. Please have them reference How to Register as an Administrator for more information. Additional verification includes this process

    1. Please log in to SAM.gov and then follow these steps.
    2. Under Search choose All Domains
    3. Choose Entity Information
    4. Search for your company
    5. Click on your company name
    6. Go to the Points of Contact tab
    7. Verify that names and email addresses are listed.
    8. Provide us the entity record (download or print screen) with your role as a Point of Contact.


Why can't my Administrator see my account? Why can't I see a user?

Users need to be registered for the same company on the right Symphony website so they can be activated and assigned permissions. If there is a mismatch in the UEI and Cage code, please contact us with the correct information.


Why can't I see a new solicitation?

There are multiple instances of Symphony available on different websites. Please ensure that you are using the link provided in the solicitation/request for proposals (RFP). Please reference How to Access Symphony for more information on the websites available for each contract vehicle. 


Related Information can be found at the links below for the following topics.


If you still need help, contact us.


Users should be aware that the information available on this website may not reflect the official positions of the government. Views and opinions expressed by agents of Apex Logic, Inc. are those of the employees and do not necessarily reflect the view of the government or any of its officials. Guidelines and requirements provided by the government in the form of solicitations, amendments, modifications, or any other communications supersede any information provided by Apex Logic, Inc. If you have questions about this disclaimer please contact us.
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