Inactive Account Process

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

1. Contact the Symphony Administrator

Go to the Search page at SAM.gov Select All Domains Choose Entity Information Search for the company Click the company name Go to the Points of Contact tab (see Figure 1) Verify that the name and email address are listed and match the details in Symphony Contact us with a screenshot or download of the entity record. Note: Symphony Administrator vs SAM Administrator Symphony only considers Points of Contact from the entity record in SAM.gov as Symphony administrators. SAM administrator is not a recognized role in the Symphony system.

Figure 1. The Points of Contact section in SAM

Additional users who see an “Account Inactive” message when attempting to sign in must contact their SAM.gov Point of Contact (POC) and request that the POC sign in or register (see Figure 2). Symphony administrators can approve access by following the guidance in Using Symphony's Administrative Features. Note: SAM POC(s) will only receive an email notifying them of a registration if they already have an account.  The email is for advisory purposes and is not required for user activation.

Figure 2. Inactive Account message

2. Request Activation 

If a user is not a SAM.gov POC, 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 notify the SAM POC(s) if the below items occur. 

1. A SAM POC registers for Symphony before the user.
    
2. A SAM POC is registered with the same company (UEI and CAGE code).
   
   
3. 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 3). 

4. Save the changes by clicking the Save User Status button.
  

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

Figure 3. 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).

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