Inactive Accounts

Modified on Wed, 16 Oct at 3:29 PM

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


1. Contact the Symphony Administrator

 

SAM.gov POCs must sign in to SAM.gov and follow these steps for activation:

  1. Go to the Search page at SAM.gov
  2. Select All Domains
  3. Choose Entity Information
  4. Search for the company
  5. Click the company name
  6. Go to the Points of Contact tab (see Figure 1)
  7. Verify that the name and email address are listed and match the details in Symphony
  8. Contact us with a screenshot or download of the entity record.

Note: Symphony only considers Points of Contact from the entity record in SAM.gov as administrators.
SAM.gov Points of Contact location
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).





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.
Inactive Account message

Figure 2. Inactive Account message


2. Request Activation 

If you are not a SAM.gov POC, check with your company’s POCs to confirm whether they already have an active Symphony administrator account. Contact your SAM POC outside of Symphony.


Symphony will notify the SAM POC(s) if the below items occur. 

  1. A SAM POC registers for Symphony before the user.
     
  2. A SAM POC is registered with the same company (UEI and CAGE code).

  3. 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 includes the following contract vehicle links

GSA   =   ALLIANT 3      ASTRO      OASIS      OASIS PLUS      POLARIS     

DHA   =   HEC      MQS-NG      OMNIBUS     (Legacy) MQS


3. The Activation Steps for Administrators

Ask your Symphony administrator to follow these steps:


1. Navigate to the Administration screen.


2. Click on the row for the user to manage. 


3. Change the user status from Initial to Active (see Figure 3)


4. 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.  


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.

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