Issue	Fix
Organization not found during registration.	Your entity record may have an "ID assigned" status. You must complete the registration process in SAM first.
You registered for the wrong company.	Submit a Ticket with your email address and provide the correct UEI/CAGE code to have the account moved or revoked.
You cannot find the Administrator (SAM POC).	Log in to SAM.gov, search for your company, and find the names on the Points of Contact tab.

Issue	Fix
I need more information on the company that developed Symphony.	You can visit the official Apex Logic Website for details on its services and mission.
I have questions about a Federal Government requirement (FAR).	You must consult the relevant solicitation documents or address the question directly to the Federal Government.

Score and Verify Your OASIS+ Projects

Purpose: This guide helps you map projects to OASIS+ scoring criteria. You will learn to link assets and complete project verification.

The OASIS+ Submission Series. Follow these steps in order to submit a compliant proposal:

Part 1: Set Up Your OASIS+ Assets
Part 2: Score and Verify Your Projects (Current)
Part 3: Finalize and Submit Your Proposal

Table of Contents

Before You Start
Steps

1. Define Project Eligibility

2. Claim Points

3. Generate Verification Form

4. Tag Documents for Proof

Troubleshooting
Related Articles / Links

Before You Start

Build your project templates in My Company before adding them to a proposal.

Mapping Tool: Keep the Master OASIS+ RFP to Symphony Crosswalk open while scoring. It provides a field-by-field map that shows exactly which RFP section (like L.5.2.2) corresponds to the "Technical Performance" questions in Symphony.
Critical: Solicitation Preference: In My Company, you must select ANY OASIS+ Continuous Open solicitation from the preference dropdown. Because the data fields are standardized, your choice will work across all 6 Continuous Open RFPs.
- The Issue: If you see "adjectival" ratings (like Positive or Neutral) instead of numeric ratings, you are likely seeing the Alliant 3 rules.
- The Fix: Setting the preference to OASIS+ "activates" the numeric rating system and specific data fields required for this RFP.
Verification: Confirm your client contact can sign the J.P-3 form.
Limits: You are limited to five Qualifying Projects (QPs) in most Domain submissions.
Visibility: On the Main Dashboard, Symphony may default to your Favorites view. If a solicitation is missing or displaying incorrect data, click the Show All button to display every available OASIS+ RFP.

Steps

1. Define Project Eligibility

Use the My Company template to ensure projects meet scale and relevance standards. Ensure your project was active in the last 5 years.

Create Project: In My Company, define your project's Contract Type.
Verify Relevance: Use NAICS and PSC codes to determine relevance to your Domain.
Verify Value: Enter the Period of Performance (POP) and Total Contract Value (TCV).
Enter Management Data: Quantify subcontractors in the Teaming question to claim Management & Staffing points.
Review Project AAV: Ensure the Average Annual Value (AAV) meets the Domain Matrix threshold.

Project Details screen showing input fields for TCV and Period of Performance (POP).

2. Claim Points

Go to your Domain Submission and use the left menu to access the Projects section to claim core point factors.

Access Proposal: Navigate to your specific Domain Submission within a desired Solicitation.
Click Start Domain Submission and navigate to the Projects section using the left menu.
Add Project: Select your project from My Company and add it to the proposal.
Claim QP/FEP: Click Begin next to the Project title. On the Performance Factor screen, formally claim the project as a Qualifying Project (QP) or Federal Experience Project (FEP). Claim additional factors as needed.
- Accuracy Check: Refer to the Crosswalk to confirm your project’s NAICS, Value, and Complexity meet the requirements for the specific Domain you are pursuing.
- Scoring Requirement: The "Location in File" field is the technical link between the claim and the file.

The Performance Factors screen showing the Qualifying Project (QP) checkbox highlighted.

3. Generate Verification Form

Obtain the required client signature for your project. The J.P-3 Verification Form can be generated at any time once the project is linked to the submission.

Access Project View: Click the Project Title link within your domain submission.
Generate Form: Click Generate Project Verification Form to create the J.P-3 document.
Obtain Signature: Send the system-generated J.P-3 form to your client contact.
Re-upload: Upload the signed J.P-3 to My Company → Projects/Past Performance before you submit.

The Project Detail view showing the Generate Project Verification Form button Project Detail view with the Generate Project Verification Form button highlighted.

4. Tag Documents for Proof

Use document tags to provide evidence for every point you claim.

Tag Documents: Prior to uploading, add keyword reference tags to your supporting PDF files.
Claim Credit: Enter the exact tag keyword into the Location in the File field.

Performance Factors screen showing the Location in the File input field. The Performance Factors section showing the Location in the File input field.

Troubleshooting

Issue	Fix
Seeing adjectival ratings (Alliant 3 style).	Set Preference: Go to My Company → Projects, and set the Solicitation Preference to any OASIS+ solicitation. This will unlock numeric ratings.
Project is not counting toward your score.	Check for scorecard messages relating to project eligibility. Verify the Performance Factor claims.
Project value error message.	Verify that the Average Annual Value, not the Total Contract Value, meets solicitation and domain minimum.
Scale points exceed the maximum.	This message is only advisory and no action is needed; the system will cap the points automatically.
Small Business Subcontracting Plan message appears.	For Small Business offerors, ignore this message. It is there only for OTSB (Other Than Small Business) organizations and does not apply to Small Business applicants.
You cannot use a CPARS report.	Review RFP section L.5.6.2 for requirements when CPARS is not available.
The system displays an invalid score error.	Review the J.P-1 Matrix and scorecard error messages; you may have claimed too many of a project type.

Master OASIS+ RFP to Symphony Crosswalk: Start here. This is the primary map for matching your project evidence to Symphony scoring fields.
Part 1: Set Up Your OASIS+ Assets—Guide to eligibility and configuring assets.
Manage Your Company's Projects and Tagging—Detailed guide to the document tagging process.
Part 3: Finalize and Submit Your Proposal—Guide to finalizing and submitting your offer.

Issue	Fix
Account Inactive after registration.	Contact your company's Symphony Administrator. Ask them to change your status from Initial to Active. Note: If you are the Administrator/SAM POC, submit a ticket to the Help Desk with your SAM documentation.
MFA code is not working or I lost my phone.	See the Set Up and Use Multi-Factor Authentication (MFA) guide for troubleshooting, or Submit a Ticket to the Symphony Help Desk (for lockouts).
I cannot find my contracts or company assets.	Check your registration was on the correct Contract Vehicle website (URL) and that your company's UEI is correct.

Term	Definition
SAM Data	System for Award Management (SAM). The official U.S. Government system that consolidates information previously found in multiple places. Required for any entity to do business with the Federal Government.
UEI	Unique Entity Identifier. The alphanumeric code required for all entities registering in SAM.gov.
CAGE code	Commercial and Government Entity code. A five-character alphanumeric code used to identify a facility at a specific location.
POCs	Points of Contact. Individuals within your organization who are authorized to act on behalf of the company for contract-related matters (e.g., electronic business, past performance).
URL	Uniform Resource Locator. The address of a World Wide Web page (i.e., the specific website link).
OASIS+	One Acquisition Solution for Integrated Services Plus. A specific, large-scale professional services contract vehicle managed by the GSA (General Services Administration).

Contract Vehicle	Agency	Website Link
Alliant 3	GSA	https://idiq.gsa.gov
ASTRO	GSA	https://astro.app.cloud.gov
(Legacy) OASIS	GSA	https://oasis.app.cloud.gov
OASIS+ (OASIS Plus)	GSA	https://idiq.gsa.gov
Polaris	GSA	https://polaris.app.cloud.gov
HEC / MQS2-NG / OMNIBUS	DHA	https://dha-ems.symphonyps.com
(Legacy) MQS	DHA	https://mqs.symphonyps.com

Contract Vehicle	URL	Description
Alliant 3	idiq.gsa.gov	Symphony is available for existing offerors. The solicitation was released on June 28, 2024, and closed on January 10, 2025.
ASTRO	astro.app.cloud.gov	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in November 2021.
OASIS Plus	idiq.gsa.gov	Symphony is open for existing offerors and new offerors interested in continuous on-ramping and rolling awards. Contract Holders and Government Customers can refer to GSA eBuy for ordering activities.
Polaris	polaris.app.cloud.gov	Symphony is available for existing offerors. The solicitation was released on March 25, 2022, and closed on August 10, 2022.
OASIS (Legacy)	idiq.gsa.gov	Symphony is available for historical data. The OASIS contract is closed and has been succeeded by the Oasis Plus contract.

Contract Vehicle	URL	Description
HEC	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in October 2023.
MQS2-NG	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in June 2024.
Omnibus	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in June 2022.
MQS (Legacy)	mqs.symphonyps.com	Symphony is available for historical data. The MQS contract is closed and has been succeeded by the Medical Q-Coded Support and Services-Next Generation (MQS2-NG) contract.

Issue	Fix
Authentication Failed after entering your password.	Check Your Portal: You are likely on the wrong contract vehicle website. Verify the URL and the Agency Logo on the sign-in page before trying again.
MFA code is not working.	Portal Mismatch: The code may be for a different Symphony website. Ensure you are using the code specifically labeled for the URL you are currently visiting. See the Set Up and Use Multi-Factor Authentication (MFA) guide for troubleshooting, or Submit a Ticket to the Symphony Help Desk (for lockouts).
I cannot find my contracts or company assets.	Check Data Boundaries: Verify you registered on the correct URL and that your UEI and CAGE code are correct. Data is isolated by contract vehicle and cannot be transferred or viewed across different portals.

Issue	Fix
Cannot re-register after an account was deleted.	The system does not permit re-registration with the same email. You must submit a ticket to reinitialize the old account.
The validation email is not received.	Check your spam or trash folders. The email may come from noreply@gsa.gov or symphony@apexlogic.com.
Organization not found during registration.	Our SAM connection may not be working or your entity record may have an "ID assigned" status. You must ensure your company's record is fully Active in SAM before attempting to register.
You cannot set the password.	Verify that the password meets all the listed requirements.
You registered for the wrong company.	Submit a Ticket with your email address and provide the correct UEI/CAGE code to have the account moved or revoked.
Account Inactive after registration.	Standard Users: Ask your internal Admin to activate you. Administrators: Submit a Ticket with your SAM.gov POC data (UEI, Name, and Email). Note: A screenshot of the error message is not sufficient for activation.
No one was notified of my registration.	Symphony does not automatically email your company's SAM Point of Contact. You must manually notify your Administrator. If you are the administrator: You must Submit a Ticket to the Help Desk yourself.

Issue	Fix
The verification email is not received.	Check your spam or trash folders. The email may come from noreply@gsa.gov or symphony@apexlogic.com.
The verification code results in an error.	Ensure there are no additional spaces in the temporary code.
The Office Code is unavailable.	Submit a Ticket if an office code is unavailable.
You cannot set the password.	Verify that the password meets all the listed requirements.
You fail to complete the MFA setup step.	Submit a Ticket for an MFA reset.
You cannot access the necessary features/reports.	Your account requires specific roles (e.g., Program Official, Evaluator). Contact your agency administrator for assignment.

Issue	Fix
You are seeing an error message after entering credentials.	Verify your URL first. You may be trying to sign in to the wrong Contract Vehicle portal. If the URL is correct, use the Forgot Password link.
Account Inactive after registration.	You must contact your company's Symphony Administrator to change your status from Initial to Active. Note: If you are the Administrator/SAM POC, submit a ticket to the Help Desk with your SAM documentation.
MFA code is not working or expired.	The code has expired or is incorrect. Check your phone's time synchronization. If the issue continues, see the Set Up and Use Multi-Factor Authentication (MFA) guide for troubleshooting.
No password reset email received.	Check your spam or trash folders and the website address. If the email doesn't arrive, your account may not be registered at that email address; try registering a new account.

Status	Definition (What it means for the user)
Active	The user has full access to use the system.
Initial	The user has registered but needs your approval. They will see an "inactive account" message.
Delete	The user loses access. Warning: This prevents the user from re-registering with the same email address again.
Suspended	The account is locked due to inactivity or too many failed sign-in attempts.

Role	Definition (What the user can do)
Administrator	Has full management access and can submit proposals.
Open Market Proposal Manager	Can submit proposals during open solicitations. Cannot access the Administration link.
Program Manager / Contract Manager	Can submit proposals for their awarded contract vehicle.
Staff	Can view task order requests. Cannot submit proposals.

Issue	Fix
A user cannot be seen in the Administration list.	Confirm that the user registered on the correct Symphony website and for the same company (matching UEI and CAGE code) as you. See Access Symphony-supported Contract Vehicles for the list of URLs.
Roles are missing (e.g., Contract Manager/Program Manager).	Key roles like Contract Manager are assigned in the proposal submission or contract management sections, not the Administration link.
An account was deleted, and the user needs to register again.	The Delete status prevents re-registration. You must advise the user to register with a different email address or Submit a Ticket to request the old account be cleared.
The SAM record for a user was updated, but the role didn't change.	SAM updates do not automatically change roles. You must manually assign the user to the Administrator group. See Update Your Symphony Account Details for sync information.
I need to work in multiple companies.	You must use separate email addresses. Each Symphony account is locked to one UEI and CAGE. To manage a different company, register a new account with a different email.

Issue	Fix
You cannot access multiple companies with one login.	Your email can only be linked to one company per Contract Vehicle. You must register with a unique email address for each company.
You need to change your name on the account.	You cannot change your name yourself. Submit a Ticket to the Help Desk for a name correction.
Your old email is still linked to the company.	Ask your Symphony Administrator to remove your old email address from the Administration screen.
Your profile information is not saving.	Ensure all fields (phone number, job title) are complete and within the character limit. Click the Save the Contact Information button.

Issue	Fix
MFA code is incorrect or expired.	The code is time-sensitive. Check that your phone’s time is correct and synchronized. If using an app, ensure the time is accurate.
Text message code is delayed (takes more than 2–3 minutes).	SMS delivery can be unreliable. Restart your phone, disable Wi-Fi, or switch to the authenticator app method.
You lost your phone or need an MFA reset.	You are locked out. Submit a Ticket with the email address associated with your account. The Help Desk will assist with setting up the new device.
You need to change your MFA method but cannot sign in.	Submit a Ticket with your email and indicate your preferred new method (app or text). The Help Desk will reset your profile.

Folder Color	Status	Meaning
Orange	Documents Present	The folder contains one or more uploaded files.
Gray	Empty	The folder is currently empty; no files have been uploaded.
White	Open/Active View	The folder is currently open or selected by the user.

Recommended Tag	Description	Solicitation
COSTS	Other Direct or Indirect Costs	Evolve
CR	Cost Reimbursement	All
FOREIGN	Foreign Country/Location(s)	Alliant 3
FTE	Full-Time Equivalents	OASIS+
LOCATIONS	Number of locations	All
NAICS	North American Industry Classification (NAICS) code	OASIS+
OCONUS	Outside of the Continental United States Work	All
POP	Period of Performance	All
PSC	Product and Service Code (PSC)	OASIS+
TCV	Total Contract Value	All
TEAMING	Subcontractor/Teaming	All

Action in "My Company"	Impact on DRAFT Proposals	Impact on SUBMITTED Proposals
Edit Text/Data	Live Update (Reflected in Draft)	None (Snapshot is locked)
Delete/Replace PDF	Live Update (Draft will use new file)	None (File is locked)
Archive Project	None (Project stays in Draft)	None (Snapshot is safe)
Delete Project	N/A (Must withdraw from draft first)	N/A (System prevents deletion)

Shading on Proposal Overview	Meaning
No Shading	The factor has not been claimed.
Full Shading	The Prime Organization is claiming the factor.
Half Shading	A Team Member claims the factor (Only visible on the Proposal Overview).

Issue	Fix
Spreadsheet is missing or the wrong file type.	Verify the file type is .xlsx. The submission requires one Excel file and one PDF file.
Incorrect number of files/sheets or missing data.	Upload only one Excel spreadsheet. Check that no columns or rows were removed from the template.
Missing Basis of Estimate (OASIS+) or Labor Rate Attestation (Alliant 3).	Upload the required supporting PDF documentation for the contract vehicle.
The system displays an Unable to load the Pricing File error.	The file is likely password-protected or encrypted. Remove the protection.
Other data validation issues are visible.	Check for unintended formatting changes (especially if copy/pasting was used) and ensure data is complete in accordance with the solicitation.

Issue	Fix
File attachment fails to upload.	Check the file size (must be under 20MB) and ensure the file name is under 250 characters.
You receive an encryption error message.	You must ensure the file is not password-protected or encrypted before uploading.
You need to upload files from a SharePoint link.	You must download the file to your computer first, and then upload it directly from your local drive.
You need to see more detail on security protocols.	Contact the GSA National Customer Service Center for assistance.
Evaluation Question: "Does this document satisfy RFP Section X?"	Symphony Support cannot answer this. We provide technical assistance for the upload process, but we cannot interpret solicitation requirements or confirm if a document is "compliant" for scoring.

Issue	Fix
You submitted a ticket but didn't get a response within 4 business hours.	Check your Spam or Trash folders for an email from client.support@apexlogic.com.
You are having an issue that requires a phone call or meeting.	There is no direct phone number. Submit a ticket and request a video conference; the team will set up the meeting.
Your search is returning poor results.	Use keywords (e.g., "MFA," "UEI") instead of typing a full question, as the search mechanism works best with partial matches.

Issue	Fix
You cannot see your contracts in My Company.	Confirm you registered under the correct company at the right link for the Contract Vehicle.
You need to delete documents.	You cannot delete documents from the Library. You must go to the asset tab where the file was originally linked, remove the reference, and then delete the file.
You are adding a project performed as a subcontractor.	Treat this as a commercial project when adding it to My Company, as it did not involve a direct contract with the government.
You cannot restrict user access to sensitive data.	Symphony is designed so all active users have full access to all company data under the same UEI/CAGE code.
I am unsure how to answer a specific RFP question (e.g., Annual Receipts).	Contact the Program Office. Symphony Support cannot interpret government solicitation requirements or provide guidance on how to respond to RFP fields. Please refer to the official RFP or contact the Contracting Officer for the specific vehicle (e.g., OASIS+, Alliant 3).

Issue	Fix
You cannot delete a document.	The document is still linked to a Business Factor claim. You must remove the claim before deleting the document.
You need to update an associated entity's SAM data or relationship type.	You must delete and re-add the Team Member/MRCL completely, as SAM data cannot be refreshed once linked.
A new Team Member or MRCL cannot be added.	The entity may have an "ID assigned," meaning it does not have an active SAM record yet. You must wait for their SAM status to be active.
The Team Member's Business Factors do not show on my Company Overview.	This is correct. Team Member assets only display on the Proposal Overview in the submission section.
You are checking the Company Overview but don't see the Team Member's data.	Team Member's Business Factors will not show claimed on the Company Overview. They will only show on the Proposal Overview.

Issue	Fix
My projects disappeared!	Check your Solicitation Preference filter at the top of the Projects tab.
I updated a project, but my submission didn't change.	Submitted proposals are "Snapshots." You must retract, update the project in the submission, and re-submit.
You are unable to delete a project.	You must first remove the project from any proposal submissions. You cannot delete a project used in a submitted proposal.
You are claiming a Joint Venture (JV) project.	Claim the project for the company that did the work. You must not claim projects for a partner that did not have a direct contract with the government.
The Project Title is too long.	The project title is limited to 250 characters. Shorten the name to save the record.
You need to use a project from Alliant 3 for OASIS+.	You cannot use the exact same project name. Archive the Alliant 3 project and upload a new version with a different project name for OASIS+.
Will updating a project delete it from my past submission?	No. Submitted proposals are locked. Any changes you make in My Company (including deleting or replacing documents) will only apply to new or draft submissions.
Can I use one project for two different UEIs?	Projects are tied to the company (UEI) that created them in My Company.

Issue	Fix
Your claimed factor is not appearing on the Company Overview.	This is correct. Team Members' Business Factors will not display on your Company Overview. They only appear as half-shaded circles on the Proposal Overview screen.
Where do I upload Teaming Agreements?	Teaming agreements should be uploaded to the specific Team Member's Documents section. Do not place them under the JV and Mentor-Protege agreements Business Factor.
You need to update a factor for a submitted proposal.	Business factors in submitted proposals cannot be unclaimed or changed. Any changes you make will only apply to unsubmitted proposals.
The Business Factor was claimed incorrectly.	Use the Unclaim button, remove the incorrect claim/documents, and re-certify the claim with the correct information.
Evaluation Question: "Does this document satisfy RFP Section X?	Symphony Support cannot answer this. We provide technical assistance for the upload process, but we cannot interpret solicitation requirements or confirm if a document is "compliant" for scoring.

Issue	Fix
Submission document is incorrect or needs replacement.	You must Retract the Submission, upload the correct document, and Resubmit the proposal before the deadline. You cannot delete files from a submitted proposal.
The Live Score shows errors but allows submission.	The Live Score is only an advisory. Error messages will not prevent submission. You must decide whether to submit despite the advisory.
You cannot assign a Proposal Contact.	The person must be an active, registered user in Symphony.
You started a proposal in error and need to cancel it.	You cannot cancel a draft proposal. If you do not certify and submit, the government will not receive the proposal.
You are getting an error uploading a document.	Check that the file name is under 250 characters, the file is under 20MB, and that it is not password-protected or encrypted.

Issue	Fix
You cannot respond to a Clarification request.	You must be an Administrator or Open Market Proposal Manager to respond. Reach out to a company administrator to assign you a role with the necessary permissions.
You need to add more documents to a clarification after submitting your response.	You cannot edit or recall your response. Email the program office (as listed in the solicitation) to request a new clarification.
Submitted documents were incorrect.	Changes in My Company do not appear in a submitted proposal. The submission is final after the deadline. You must follow the instructions in the fix above (email the program office).
You need to withdraw your offer after submission.	You must contact the program office directly at the email address listed in the solicitation.

Issue	Fix
The Contract Holder cannot see their contracts.	Ensure the user registered for the correct company at the right link for the Contract Vehicle. The Contract Manager must have registered first.
You cannot access the Contract Modification option.	If you are not using the ASTRO contract, the feature is unavailable. If you are using ASTRO, ensure only Administrators are attempting to access it.
The validation email for the distribution address is not received.	Check the junk/spam folders and ensure the distribution email is set up to receive external messages.
New users need to be added to the system.	Additional users must self-register and be activated by a Symphony Administrator.

Term	Definition
FSS	Federal Supply Schedule: A simplified term for the Multiple Award Schedule (MAS) program.
RFPs	Request for Proposals: A document issued by a government agency that solicits detailed proposals from potential contractors.
RFIs	Request for Information: A preliminary document issued by a government agency to gather data, technical information, or market capability from potential contractors.
GSA	General Services Administration: An independent agency of the U.S. government that manages federal property and contract vehicles.

Start Your Symphony Journey

Before You Start

Steps

1. Confirm Your Prerequisites and Portal

2. Register, Authenticate, and Activate

3. Start Your Workflow

Troubleshooting

Related Articles / Links

Definition of Terms

Understand Your SAM and Symphony Access

Before You Start

Steps

1. Select the Correct Contract Website

2. Verify Your Required SAM Data

3. Understand the SAM POC Role

Troubleshooting

Related Articles / Links

Access Symphony-supported Contract Vehicles

Before You Start

Steps

1. Identify Your Contract Vehicle

2. Confirm Your Contract Vehicle Portal

3. Register, Sign In, and Activate

4. Use MFA Correctly Across Contract Vehicles

5. Understand Contract Vehicle Data Boundaries

Troubleshooting

Related Articles / Links

Register Your Symphony Business Account

Before You Start

Steps

1. Start Your Registration and Validate Email

2. Verify and Confirm Company Data

3. Set Up Your Account and MFA

4. Request Account Activation

Troubleshooting

Related Articles / Links

Register Your Symphony Government Account

Before You Start

Steps

1. Accept Security Notice and Validate Email

2. Confirm Organization

3. Set Up Account and MFA

4. Verify Activation and Request System Roles

Troubleshooting

Related Articles / Links

Manage Your Symphony Sign-In and Account Activation

Before You Start

Steps

1. Sign In and Authenticate

2. Activate an Inactive Account

3. Reset Your Password

Troubleshooting

Related Articles / Links

Understand Your Account Roles and Permissions

Before You Start

Steps

1. Access the Administration Area

2. Activate or Modify a User’s Status

3. Update a User's Group Membership (Role)

Troubleshooting

Related Articles / Links

Update Your Symphony Account Details

Before You Start

Steps

1. Update Your Personal Profile (Self-Service)

2. Change Your Password or MFA Method (Self-Service)

3. Change Your Email Address (Self-Service)

4. Update Your Organization Link (Non-Self-Service)

Troubleshooting

Related Articles / Links

Set Up and Use Multi-Factor Authentication (MFA)

Before You Start

Steps

1. Set Up with an Authenticator App

2. Set Up with Text Messaging (SMS)

3. Change Your MFA Method

Troubleshooting

Related Articles / Links

Submit Documents and Understand Security

Before You Start

Order Status	Meaning
RELEASED	The order is open. You should respond by uploading a proposal or submitting a "No Bid."
EVALUATION	The order submission deadline has passed. You must wait for the award announcement.
AWARD APPROVED	An award has been made. The Awards tab displays the awarded contract(s).

Issue	Fix
You want to ask a question but the button is missing.	The Q&A function is only available before the Question Deadline. Check the order status and deadline.
You cannot download order documents (e.g., PDF).	Check your firewall settings. If documents are still missing, Submit a Ticket to the Symphony Help Desk .

Issue	Fix
I need to correct a mistake in my original submission documents.	Your proposal is locked. You must contact the Program Office (Alliant3@gsa.gov ) directly and advise them of the correction.
You are receiving advisory messages in the proposal summary.	The proposal is locked. These advisory messages were present at submission and are part of the evaluation record. They cannot be cleared.
You need to withdraw your offer after the deadline.	You must contact the Program Office directly at the email address listed in the solicitation.
You cannot access your Symphony account.	If you require access to your Symphony account, contact the Apex Logic Help Desk for a login reset.

Issue	Fix
New user cannot sign in (Inactive Status).	You must go to the Administration link and change their status from Initial to Active.
Cannot access the Contract Modifications tab.	Only an Administrator can access this feature. Ensure your account has Administrator permissions.
New POCs are not receiving RFP notifications.	Verify the new POC is assigned the role and that the Distribution email address in the Contracts tab is current and validated.

Content Type	Correct Location	Why?
Certifications/Systems	Business Factors tab	For claim points (CMMI, ISO, etc.).
Teaming Agreements	Documents tab	Letters of Commitment, JV Agreements, and CTA disclosures must go here.

Issue	Fix
I can't see all the solicitations.	Show All: You likely have the Favorites view active. Toggle the button to Show All to reveal every available OASIS+ RFP.
Team member points aren't showing.	Add to Proposal: Adding a partner to your "My Company" library is only Step A. You must also formally add them to the Teaming section inside your specific domain proposal (Step B).
Can't find the Teaming Agreement.	Upload Location: Ensure the file is in the partner's Documents tab. If you uploaded it as a "Business Factor," it will not satisfy the teaming requirement.
SAM.gov data is wrong.	Manual Refresh: Symphony does not auto-sync with SAM.gov. If your status changed, you must Submit a Ticket to request a manual data refresh.
Document retention and management.	Original Integrity: Current contract holders can safely keep or remove the documents from My Company. The original submission will still retain the documents.

Issue	Fix
Live Score is lower than expected.	Crosswalk Audit: Check the Master Crosswalk. Ensure you haven't claimed a factor (like a certain certification) that is ineligible for the specific domain you are in.
I fixed an error but the alert is still there.	You must trigger a refresh. Navigate to any element inside the proposal and click Save and Continue to force a validation update.
Pricing file shows a validation error.	Template Integrity: Ensure the file is a .xlsx and that you did not remove any template rows.
Warning: Price exceeds maximum.	This is an advisory only.
Cannot assign proposal Points of Contact.	Verify the person is an active, registered user in Symphony.
Missing mandatory forms.	Check Location: Upload the SF-33 or SF-30 to the Submission Documents tab on the Solicitation Details/Domain Overview Dashboard.
I can't submit.	Role Check: Verify you have Admin or OMPM permissions. Standard users can build a proposal but cannot submit it. Pro-Tip: Check for Red Alerts in the Scorecard before submission.

RFP Section	Requirement	Symphony Location	Logic / Key Action
SF-33	Solicitation Offer	Solicitation Details → Submission Documents	Upload signed SF30 and Continuation Pages (Amd 0008).pdf for each solicitation.
L.3.4	Amendment 0008	N/A	No Business Factor exists; the entire submission is a response to this amendment.
Points of Contact	CM, PM, and AN Roles	Solicitation Details → Domain Overview	Assign registered users for each targeted solicitation.
L.5.1.3	Teaming Agreement (CTA/LOC)	My Company → Team Members → Documents	Upload CTA or LOC for each partner to support the arrangement.
L.5.1.4	Meaningful Relationship Commitment Letters	My Company → MRCLs → Documents	Upload supporting documents and a statement of commitment for each entity.
L.5.1.5	Representations & Certs	My Company → Business Factors → and Team Members → Business Factors	Mandatory: Claim OASIS+ Representations and Certifications and Company Size for Prime AND every team member in the Certifications section.
L.5.2.2.1	C-SCRM Plan (J-3)	My Company → Business Factors → Clearances	Claim Cybersecurity and Supply Chain Risk Management (C-SCRM) and upload your plan. Required for ALL offerors.
L.5.7	Cost/Price	My Company → Cost/Price	This must be claimed to pass the responsibility review. It is not required for contractors seeking a Domain Modification (H.11.3).
L.5.8.1	Professional Employee Compensation Plan	My Company → Business Factors → Human Resources	This must be claimed in My Company → Business Factors to pass the responsibility review.
L.5.8.2	Uncompensated Overtime Policy	My Company → Business Factors → Human Resources	This is a required technical claim in Business Factors.
L.5.8.3	Financial Resources	My Company → Business Factors → Financial Documents	Mandatory PDF upload in Business Factors to avoid a "Red Alert" or administrative rejection.
L.5.8.5 (UNR)	Subcontracting Plan	My Company → Business Factors → Subcontracting	Subcontracting Plans are required for OTSBs ONLY.
L.5.9	Response to Debrief	Solicitation Details → Submission Documents	Relates to Rejection of Previous Offer.
M.2.1	Scored Credits	Solicitation → Live Score	Symphony calculates your score based on the J.P-1 Matrix caps (e.g., 5-credit limit for Integrated Exp.). Project scores only calculate once the Project is linked and the Qualifying Project (QP) checkbox is selected inside the submission.

RFP Section	J.P-1 Factor	Symphony Location	Logic / Key Action
L.5.2.3.1	QP - Relevance	Projects → Performance Factors	Select Relevant + Qualifying. Claim supported by NAICS/PSC codes.
L.5.2.3.2	QP - Scale	Projects → Project Details	Based on Average Annual Value (AAV) ($250K+ SB / SE and $1M+ UR) or FTEs.
L.5.2.3.3	QP - Integrated Experience	Projects → Performance Factors	Claim for projects spanning multiple functional areas or 10+ Labor Categories (LCATs).
L.5.2.3.4	QP - Management & Staffing	Projects → Project Details and/or Performance Factors	Claim for managing 3+ subcontractors (project level) or providing surge support / personnel with security clearances (domain level).
L.5.2.3.5	QP - Specialized Functional Experience	Projects → Performance Factors when the correct Domain is selected (e.g., Intelligence, R&D, Environmental).	Check the specialized experience box that matches your Domain (e.g., Intelligence, R&D).
L.5.2.3.6	QP - Multiple/ OCONUS Locations	Projects → Project Details	Quantify locations in the project metadata to trigger these credits.
L.5.6	Past Performance Rating	Projects → OASIS+ Continuous Open Solicitation Preference → Project Details and Performance Factors	Claim for Relevant QPs with a CPARS average >3.0.

Issue	Logic / Fix
I fixed an asset but the alert is still red.	Alerts refresh when an action occurs inside the proposal. After fixing a business factor in "My Company," navigate into a project in your bid and click Save and Continue to trigger a re-scan.
I have multiple set-asides (e.g., 8(a), WOSB).	Symphony allows you to submit a single proposal for multiple domains under one solicitation, but ensure you follow the J.P-1 rules for each specific pool you target.
"Submit Proposal" button is missing.	Role Check: Verify you have Admin or OMPM permissions; standard users cannot submit.
I want to submit more domains later.	Open Solicitation Rules: You can only submit once per session. However, because this is an Open Solicitation, you can add more domains or resubmit corrected proposals in future windows after your current submission is processed.
No email confirmation received.	Dashboard Verification: Symphony does not send email confirmations. Your proof is the "Submitted" status and timestamp on your Dashboard