Inactive Account Process

Modified on Tue, 26 Nov at 3:09 PM

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

1. Contact the Symphony Administrator

SAM.gov (System for Award Management) Points of Contact (POCs) must sign in to SAM.gov and follow these steps for activation:

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 must be activated by their SAM.gov Point of Contact.

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.

A SAM POC registers for Symphony before the user.
A SAM POC is registered with the same company (UEI (Unique Entity Identifier) and CAGE (Commercial and Government Entity) code.
A SAM POC is registered on the same Symphony website.

Important: Pay attention to the agency logo, contract vehicle, and URL for sign in.

Symphony supports the following contract vehicles

GSA = ALLIANT 3 ASTRO OASIS OASIS PLUS POLARIS

DHA = HEC MQS-NG OMNIBUS (Legacy) MQS

3. The Activation Steps for Administrators

Ask the Symphony administrator to follow these steps:

Navigate to the Administration screen.
Click on the row for the user to manage.
Change the user status from Initial to Active (see Figure 3).
Save the changes by clicking the Save User Status button.

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

An Active status is required for 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).

Understanding the SAM Connection

The company SAM data is only retrieved during the first user's registration for the company.

Changing the SAM POC record after registration will not update an account.
Changing the SAM POC(s) after registering will not update the data in Symphony.
Another Symphony administrator from the company must activate or update users account permissions.

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