Frequently Asked Questions

Topics

• Administration 
• Login
• MFA 
• Registration
• Security

Administration 

Can I update SAM after registration and automatically become an Administrator?

No. If you modify your SAM record after registration, please ask the SAM Point of Contact (POC) listed on the confirmation page during your registration to activate your account. They can then assign you to the Administrator group. 

• You can retrieve the Points of Contact information anytime at SAM.gov (https://sam.gov) and see How to Review the SAM Data. 

Why can’t I see a user in Administration?

To troubleshoot this issue, confirm registration was done on the right Symphony website for the same company.

Can I have an account moved to another company?

Yes, if you or another user registered for a different company, please let us know the email address and provide the correct UEI/Cage for registration and we can move or revoke the account. Submit a ticket to contact us.

How do I disable a user's account?

An administrator can use the delete option for a user's status to disable the user's account per the guidance in Managing Your Business Users.

Why can’t I register after my account was deleted?

If an administrator deletes an account, this option is not a full delete from the system and does not allow a user to register with the same email again (See How to Use Administration).

Can I add additional users to my Symphony account? How do I add users to my company?

You can't.  All users should register themselves with the right UEI and Cage code for your company. 

• Registered users are managed in your Administration component. 
• If users register incorrectly, you cannot see their accounts. 
• Due to our security requirements, there is no way for you to add other users on their behalf. 

Can I add additional Administrators?

Yes. If additional users are assigned to the Administrator group, they will also have the ability to activate registered users if their accounts are active (See Figure 1). 

Figure 1. User Management screen

How many users can register for Symphony?

You can have as many users in Symphony as you need and they will all be able to work in Symphony if their accounts are active.

How do I invite users to my company in Symphony?

You would invite others outside the system because all users must self-register for Symphony. 

Where do I assign the Contract Manager role?

Key personnel assignments, such as your Contract Manager and Program Manager are done in your proposal submission or contract management section. These roles are not available in the Administration link and you can only select from your company's registered users in Symphony. 

How can I change my profile information?

All users can sign out or update their profile information from the top-right icon. You can change your password and add or update an authenticator app by scanning the QR code for your login. You cannot change your name.

Login

How can my account be linked to more than one company?

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. 

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

Your SAM.gov Points of Contact are considered authorized users for an organization (See Understanding the SAM Connection). A "SAM administrator" cannot be verified. The location of your POCs on SAM.gov is displayed in the image below (See Figure 2).

Figure 2. The SAM.gov Points of Contact section

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. 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 system administrators. 

• Staff users in this status cannot sign in without proper approval (See 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 with the Points of Contact name and email address after registering in Symphony. 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?

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 can't notify your SAM POC(s) if they have not registered on the same Symphony website. Contact your SAM POC(s) and request that they register, sign in, and activate your account (See How an Inactive Account is Approved).

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? 

• There is a mismatch in the information from SAM.gov.
• Updates to SAM after registration
• The user needs to be activated by another administrator. 

Help desk verification includes this process.

1. Log in to SAM.gov
2. Use the Search option
3. Choose All Domains
4. Choose Entity Information
5. Search for your company
6. Click on your company name
7. Go to the Points of Contact tab
8. Verify that names and email addresses are listed
9. Verify the registered name and email address match
10. Submit a ticket with the entity record (download or print screen) showing your role as a Point of Contact

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

Users must be registered for the same company on the right Symphony website to be activated and assigned permissions. Contact us if there is a mismatch in the UEI and Cage code.

Why can't I see a new solicitation?

There are multiple instances of Symphony available on different websites. Please use the link in the solicitation (Request for Proposals (RFP)). 

MFA 

What Authenticator App should I use?

We recommend the Google Authenticator app for retrieving the six-digit codes each time you sign into Symphony because it is free, easy to use, and supports multiple accounts. 

Where is my text message code?

The SMS (text message) delivery of the code can be unreliable. Sometimes disabling Wi-Fi helps speed up the delivery of the text code if it takes more than 2-3 minutes to arrive.

How do I change my MFA method?

Let us know what method you want to use and we can provide your QR code or update your phone number and wireless carrier for text messages.

Can I get my MFA code via email?

No. Email codes are not allowed due to security requirements.

Why is my MFA code incorrect?

Your code is expired or does not match your Symphony registration. Submit a ticket with the method you want to use and we can provide your QR code or update your phone number and wireless carrier for text messages.

Registration

Why do you have to register?

You must be registered with the correct link for the Contract Vehicle you need to access so that you can be activated and assigned permissions. 

Where is the validation code for my registration?

If you don't get an email, please check your spam or trash folders and confirm that the email address is receiving messages. It could come from one of the following:

• evolve@evolve.state.gov
• noreply@gsa.gov
• symphony@apexlogic.com

What company should I register for?

You should register with the SAM.gov UEI and cage code for the company or Joint Venture Entity that will be prime for the proposal. 

• If your company has a contract award, register with the contract holder’s UEI and cage code.

What can I do if I register for the wrong company? How can my registration be deleted?

Submit a Ticket with your email address and provide the correct UEI/Cage for registration and we can move or revoke the account. 

Can I register with a subcontractor or JV Member's company?

No. You register with the SAM UEI and cage code for the company that will be the prime offeror for the proposal. Subcontractors and Joint Venture members are added as Team Members in Symphony and you cannot share the company assets you assemble with a separate company or across contract vehicles.

How can I register without the SAM UEI?

You cannot register without an active SAM record. Symphony requires the SAM UEI and cage code to validate an organization and your registration.

How can I register without a Cage code?

The Cage code is not required. You must enter the cage code if you have more than one cage code assigned to your UEI or you may end up registered with the wrong company.

What does my organization cannot be found mean?

Sometimes SAM is not available for these searches.  If you receive an error message and cannot confirm your organization, please try again.  If this problem persists, please check SAM for any notices regarding the system status.

How can I request to switch multiple email addresses to an organization? 

Submit a Ticket and we can move accounts individually or as a group to the correct UEI and Cage code.  

How can I register for multiple companies? How can my email address be linked to more than one company?

Your email can only be linked to one company per Contract Vehicle. If you need to register for multiple companies on one Symphony website, you must have a unique email for each company, and you should not use a group email address.

Security

Does Symphony accept the following document types?

• Controlled Unclassified Information (CUI)
• For Official Use Only (FOUO)
• Sensitive but Unclassified (SBU)

Yes. CUI, FOUO, and SBU documents may be submitted in Symphony. We do not allow classified documents and you would need approval from the requesting agency to provide password-protected documents. 

What are the file limits?

Symphony will allow you to attach as many files as you need to support your claims, but the size limitation of 20MB will prevent you from uploading too large of a file. File uploads also have additional rules.

1. File names cannot exceed 250 characters.
2. Files cannot be combined into a "zip" folder, but there is no limit to how many files you can upload.
3. You can not drag and drop from Sharepoint or other Cloud Drives. Files must come from your computer.

What security protocols are in place to protect my proprietary data? 

Symphony is hosted on cloud.gov with a FISMA Moderate 3-year ATO. All data is encrypted in transit and rest. Details can be requested from the GSA IT Security office. 

Need help? Contact us  

Users should be aware that the information on this website may not reflect the official positions of the Federal Government. The views and opinions expressed by agents of Apex Logic, Inc. are those of its employees and do not necessarily reflect those of the Federal Government or any of its officials. Guidelines and requirements provided by the Federal 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.