Authentication Failed

Troubleshoot the Authentication Failed message in Symphony by following these steps.

See Using Multi-Factor Authentication (MFA) if the code fails or you can't retrieve it by text or Authenticator app.

1. Click Forgot Password

If Authentication Failed when you entered your password, first confirm that you are at the right website for the contract vehicle, then use Forgot Password to troubleshoot the issue with your registered account (See Figure 1). 

Pay attention to the agency logo and website address. 

Figure 1. Forgot Password link

2. Enter your Email Address

Symphony will send a temporary password and reset link to the email address you entered if your account exists (See Figure 2).

• Make sure you’re on the right website (See the links above for each contract vehicle)
• Make sure the email address is correct
• Check your Spam or Trash folders

Figure 2. Password Reset request message 

3. Use the Reset Password link

Follow the email's instructions if Symphony finds your account. You can't reset your password if you don't have an account on the Symphony website. 

If you cannot locate an email, please try to register again (See Figure 3). 

Figure 3. Try the Register Now link

4. Change your Password

Passwords must include:
A minimum of eight characters

• At least one uppercase letter 

• At least one lowercase letter

• At least one number

• At least one special character 

If you see an MFA Reset message, See Using MFA in Symphony.

Need help? Contact us  

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