How an Inactive Account is Approved

Modified on Wed, 22 May 2024 at 04:36 PM

Please follow these instructions about an account inactive message in Symphony. Please reference How to Access Symphony for more information on the available contract vehicles.


Step 1. Contact your Symphony Administrator

Step 2. Request Activation 

Step 3. The Activation Steps for Administrators

 

1. Contact your Symphony Administrator

If you see an Account Inactive message when you attempt to sign in, ask your SAM.gov Point of Contact (POC) to sign in or register at the right Symphony link for the contract vehicle and the same company. 


Inactive Account message

If you don't know who to contact, please be advised that Symphony only considers your Points of Contact from the entity record at SAM.gov to be the users who can be trusted administrators. You can retrieve the Points of Contact information at any time at SAM.gov (https://sam.gov). Please reference How to Review the SAM data for more information on finding this list at SAM.gov.

SAM.gov Points of Contact location

  • If you are a SAM.gov POC, please download or save a copy of your SAM record that shows the Point of Contact names and email addresses for additional verification and contact us with your SAM UEI and a copy of your POC information so that we can verify your access. 
        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.
  • If you are not a SAM.gov POC, please check within your company to see if any of the POC(s) already have an active account as an administrator at the desired Symphony website. They can approve your access by following the guidance in How to use Administration.


2. Request Activation 

Contact your SAM POC outside Symphony and request that they activate your account in their administration link within Symphony. Symphony does not send notifications to your SAM POC(s) if any of the below items occur. 

  1. A SAM POC registered for Symphony after you.
  2. A SAM POC is not registered on the same Symphony website. Pay attention to the agency logo and URL.
  3. A SAM POC is not registered with the same company (UEI and Cage).


3. The Activation Steps for Administrators

A role change doesn't activate an account. Please ask your administrator to follow these steps in the Administration screen:

  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. 

Only Active users can sign in.


Items worth mentioning

  • Your SAM POC(s) will only receive an email notifying them of your registration if they already have an account. The email is for advisory purposes and is not required for user activation.
  • Your UEI and Cage Code must match the other registered users. 
    • Your SAM POC will not see you if either of you used the incorrect website for the contract vehicle.
    • Your SAM POC will not see you if either of you registered for a different company (UEI and Cage).
  • Adding yourself as a SAM POC after you have registered will not update your account. 
    • If you make updates to the SAM POC(s) after you register, it will not update in Symphony and we or another Symphony administrator from your company will need to manually activate or update your account permissions. 
  • SAM data is only retrieved during the first user's registration for the company.

 

If you still need help, contact us.


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