Authentication Failed

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

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

1. Click Forgot Password

If Authentication Failed during sign in, first confirm website is correct, then use Forgot Password to troubleshoot the issue (See Figure 1). 

Pay attention to the agency logo and website address. 

Figure 1. Forgot Password link

2. Enter the Email Address

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

• Make sure the website is correct (See the links above for each contract vehicle)
• Make sure the email address is correct
• Check Spam and Trash folders

Figure 2. Password Reset request message 

3. Use the Reset Password link

Follow the email's instructions if Symphony finds the account. 

• Password resets require an account on the same Symphony website. 
• Try to register if an email is not received (See Figure 3). 

Figure 3. Try the Register Now link

4. Change the 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 an MFA Reset message is displayed, See Using MFA in Symphony.

Need help? Contact us  

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