Sign In FAQ

The following are some frequently asked questions about signing in to Symphony. 

How do I link my account to more than one company?

An email can only be linked to one company. 

• To access multiple companies on the same Symphony website, register with a unique email for each company. 
• Do not use a group email address.

What are the steps to find an administrator?

The SAM.gov Points of Contact is considered an authorized user for their organization.
(See Understanding the SAM Connection).

• A SAM Administrator is not a recognized SAM role in the Symphony system. 
• The location of this information at SAM.gov is displayed in the image below (See Figure 1).

Figure 1. SAM.gov Points of Contact section within the Entity Information

What caused the "Authentication Failed" message?

If Authentication Failed when a password was entered, use the Forgot Password link to troubleshoot the registered account issue. 

• Check the spam/trash folder if the reset email doesn't arrive in a few minutes.
  
• Start a new registration and contact us if there is a duplicate registration error. 

What causes an inactive account ?

If the user's name is listed as a SAM POC for their organization:

1. Download or save a copy of the SAM record that shows the Point of Contact names and email addresses for additional verification after registering in Symphony.
2. Contact us and provide your SAM record showing the UEI and your POC information so that we can verify your access.
   (See Gaining Administrator Access).

An account remains in an Initial status while its activation by  registered SAM POC(s) is pending, administrators for the company, or Symphony administrators (us). 

• Staff users in this status cannot sign in without proper approval (See Inactive Accounts).
• See Understanding the SAM Connection to find your administrator list at SAM.gov.

How does an administrator activate an account?

When your administrator signs in to Symphony, 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 (See Managing Your Business Users).
3. Save your changes.

Are other users alerted when someone registers for Symphony?

Symphony does not send notifications to the SAM POC(s) for the user's organization if they have not registered at the same Symphony website. 

Registrants should contact their organization's SAM POC(s) and request that they register, sign in, and then activate their account (See Inactive Accounts).

Who was notified about my registration?

• Contact the SAM POC(s) if no one receives an email to activate a pending account. 
• Request that the SAM POC(s) sign in or register themselves for the same Symphony website and then the POC(s) can activate a initial registration (See Gaining Administrator Access). 

Why must the organization's  SAM POC sign in? 

All users need to be activated by us or another administrator (See Gaining Administrator Access). There is no automatic activation.

The steps for SAM POC verification are:

    1. Log in to SAM.gov 

    2. Under Search choose All Domains

    3. Choose Entity Information

    4. Search for the user's company

    5. Click on the company name

    6. Go to the Points of Contact tab

    7. Verify that names and email addresses are listed

    8. Contact us with the entity record (download or print screen) showing the user's role as a Point of Contact

Why can't an Administrator see an individual account? Why aren't all users accounts visible?

There is a mismatch in the UEI and Cage code or the website address. 

• Users need to be registered for the same company and at the same Symphony website to be activated and assigned permissions. 

• Contact us with the correct UEI and CAGE code.

Why can't I see a new solicitation?

There are multiple instances of Symphony available on different websites. 

• Verify that the link used is the one provided in the solicitation/request for proposals (RFP).

Need help? Contact us  

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