Purpose: This guide walks commercial contractors and offerors through registering an individual Symphony business account, validating corporate SAM.gov details, enrolling in multi-factor authentication (MFA), and completing mandatory administrative activation.

Symphony Administrators & Staff: After registering, your account status must be manually Activated to access the platform. See Complete Account Activation. To be a Symphony Administrator, you must provide documentation of your SAM.gov Points of Contact page (showing your UEI, Name, and Email) to the Help Desk to activate your account.

Table of Contents

• Before You Start
• Steps

1. Access the Vehicle Portal and Validate Your Email

2. Verify and Confirm Corporate SAM.gov Data

3. Set Up Your Password and Multi-Factor Authentication (MFA)

4. Complete Account Activation

• Troubleshooting
• Related Articles / Links

  

Before You Start

• Shared Logins Are Prohibited: Do not use group or shared distribution emails (e.g., proposals@company.com or capture@company.com). Symphony's architecture is collaborative: all active accounts registered under the same corporate UEI automatically share access to the company's workspace, project repository, and active proposals. Each user must register with their own individual work email address.
  
  
• Active SAM.gov Record Required: Your company's System for Award Management (SAM.gov) registration must be active. Have your 12-character Unique Entity Identifier (UEI) and CAGE code ready.
  
  
• Prime Offeror UEI Rule: Always register under the UEI of the Prime Contractor or lead entity. Do not enter the UEI of a subcontractor or Joint Venture partner.
  
  
• Joint Ventures & Sister Entities (Confirm the Exact UEI): If your organization participates in Mentor-Protégé Joint Ventures (MP JVs) or has multiple legal entities across contract vehicles, confirm the exact UEI before having staff register. If a team member registers under the parent company's UEI instead of the JV's UEI (or vice versa), the JV Administrator will not receive a registration alert, the user will not appear on the JV's user management screen, and they cannot access the JV's proposal. 
  
  
• One Account Per Company Per Portal: A single email address can only be associated with one UEI within any specific Symphony portal. If you represent multiple legal entities, you must use a separate individual email address for each company.
  
  
• Account Deletion Caution: Deleting a user account under Administration permanently blocks that email address from re-registering under that company entity. To revoke access safely without blocking an address, set the user's status to Inactive rather than deleting them.

 

Steps

1. Access the Vehicle Portal and Validate Your Email

1. Navigate to the official Symphony web address for your targeted contract vehicle. See Portal Links and Access Requirements to verify the portal address. All portals (except Polaris) display the contract vehicle logo.
     
2. Accept the Security Notice: Click Accept on the mandatory For Official Use Only (FOUO) / System Security and Privacy warning screen to proceed to the portal login page.
     
3. Click the Register Now link located below the login fields.
     
4. Enter your individual corporate email address.
     
5. Retrieve the verification code sent to your inbox, enter it into Symphony, and click Validate. (If the email does not arrive promptly, check spam and quarantine folders for messages from noreply@gsa.gov or symphony@apexlogic.com).

Register Now link on the Symphony login page used to start the registration process.

  

2. Verify and Confirm Corporate SAM.gov Data

Symphony connects to SAM.gov to validate your entity's legal standing:

1. Enter your organization's 12-character SAM.gov UEI.
     

2. If multiple CAGE codes are associated with your UEI, enter the specific five-character CAGE Code representing the bidding entity.
     

3. Click Lookup Organization.
     

4. Confirm that the Legal Business Name, Address, and entity profile retrieved from SAM.gov match your organization, then click Yes to proceed.
     

Entity Setup Rule: You must register under the Prime Contractor entity. If you enter an incorrect UEI, your account will be linked to the wrong organization and you will not have access to your company's proposals or assets.

  

Organization Registration screen where users confirm UEI and CAGE code before proceeding.

  

3. Set Up Your Password and Multi-Factor Authentication (MFA)

Complete your security profile and enroll your required MFA device:

1. Enter your First Name, Last Name, and create a password that complies with system complexity requirements.
     
2. Select Multi-Factor Authentication Method:
   • Authenticator Application (Mandatory for GSA Vehicles): Open a mobile authenticator app (e.g., Google Authenticator, Microsoft Authenticator), scan the displayed QR code (or manually enter the Secret Key), and generate a time-based verification code.
       
   • SMS / Text Message: Available only on select non-GSA portals for domestic phone numbers. (SMS authentication for GSA portals was permanently retired on April 30, 2026).
       
   • International / U.S. Territory Users: Must use an Authenticator App across all contract vehicles.
       
3. Enter the active six-digit code from your authenticator tool and click Validate and Complete.
     

MFA Setup screen with a QR code for authenticator setup and a field to enter the six-digit code.

Tip: Rename the Token in Your Authenticator App Immediately
By default, your authenticator app will label this entry as SymphonyPS. If you access multiple Symphony portals (such as OASIS+, Polaris, or ASTRO), every token will display the exact same default name, making them difficult to tell apart.

Immediately edit the entry name in your app to include your specific contract vehicle (e.g., Symphony - OASIS+ or Symphony - Polaris). 

• In Google Authenticator: Swipe right on the entry and tap the Pencil (Edit) icon to rename it.

• In Microsoft Authenticator: Tap the account tile, tap the Settings (Gear) icon in the top right, and edit the Account name.

4. Complete Account Activation

Upon completing registration, new accounts are placed in Initial status. You cannot sign in to the workspace until your account is activated. 

Important Notification Rule: Symphony never pulls contact information from SAM.gov to send registration alerts or evaluation notices. System notifications are sent only if your company already has an active, registered Symphony Administrator. If you are the first user registering for your company, no automated notification will be sent to anyone; you must initiate activation yourself via Path B below.

Path A: You Are a Standard Business User (Staff)

• Action Required: Notify your internal company Symphony Administrator directly.
    
• Admin Procedure: A colleague who already has an active Administrator account must sign in, navigate to the Administration tab, locate your name, update your status from Initial to Active, and assign your appropriate group permissions (e.g., Administrator, Proposal Manager, or Staff). See Administrator Guide: Activating Users and Assigning Permissions.
    

Path B: You Are the First Company User / Symphony Administrator (SAM.gov POC)

If your company does not have an active registered Administrator in Symphony, you must be verified and activated by the Symphony Help Desk:

1. Log in to SAM.gov, navigate to your active entity registration, and open the Points of Contact tab.
2. Take a clear, unedited screenshot of the Points of Contact section.
3. The screenshot MUST explicitly display all three of the following elements together:
   • Company UEI
   • Your Full Name (listed as an authorized POC, such as Primary, Alternate, Electronic Business, or Government POC)
   • Your Email Address 
4. Submit a Support Ticket with the screenshot attached to request Symphony Administrator activation.

Example of the required SAM.gov verification elements.

Managing Multiple Entities or Using Alternate Email Addresses? Because Symphony links each email address to a single company UEI, users who manage multiple organizations often register using an alternate email address or email alias (e.g., first.last-corpB@company.com).

If the email address you used to register in Symphony does not match the email address displayed on your SAM.gov Points of Contact record, please clarify this in your ticket. Explain that you are an authorized POC representing multiple entities and specify which registered email address should be linked to the entity's Administrator account.

Troubleshooting

Issue	Root Cause	Fix
Account displays "Inactive" upon login	Account has not completed administrative activation.	Staff: Ask an internal company Administrator to set your account to Active under the Administration tab. ​ Admins: Submit a Help Desk ticket with your SAM.gov Points of Contact screenshot.
Our SAM.gov POC never received an email about my registration	Symphony does not notify contacts listed on SAM.gov.	Symphony only dispatches notifications to users who have an active, registered Administrator account inside Symphony. SAM.gov POCs who have not registered in the portal receive no system communications.  ​
Verification email not received	Mail server firewall or spam filtering.	Check spam/junk folders for emails from noreply@gsa.gov or symphony@apexlogic.com. Ensure automated relay notifications are whitelisted by your corporate IT. ​
"Organization Not Found" during lookup	SAM.gov record is inactive, expired, or in draft status. ​	Symphony can only link to entities with fully active SAM.gov registrations. Check SAM.gov to ensure renewal processing is complete and the status is active.
Cannot register: "Email already registered"	The email address is already tied to an entity in this portal, or was previously deleted.	An email can only link to one UEI per portal.  If representing an additional entity, register using an alternate email address.  If the account was previously deleted, submit a support ticket to have the Help Desk reinitialize the email address under either the previous UEI or a new UEI.
No one was notified of my registration	Scenario A: You are the very first person from your organization to register in Symphony, meaning there is no existing Administrator in the system to receive an alert. Scenario B: Your company already has a registered Administrator in Symphony, but they haven't logged in to check their notifications, or automated system emails are caught in their spam filter. Scenario C: User registered under a different corporate UEI than their admin.	A: If you are your company's first user: Symphony has no internal admin to notify yet. Follow Path B and submit a Help Desk ticket with your SAM.gov POC verification screenshot. B: If your company already has an active Admin: Ask your colleague to sign in, go to the Administration tab, and activate your account.  C: If your company already has an active Admin: Verify that both the user and the Admin are registered under the exact same UEI and URL. Symphony cannot route registration alerts across different UEIs or portals.
Registered under the wrong company UEI	Incorrect UEI and CAGE code entered during registration.	Submit a support ticket providing your email, the incorrect UEI, and the correct UEI/CAGE code to have the profile re-associated or revoked. ​
Admin cannot find new user under the Administration tab	User registered under a different UEI (e.g., parent company vs. Joint Venture entity) or URL.	Verify the UEI and URL: Check which URL and entity UEI the user submitted during registration. If your company operates multiple entities or JVs, the user must register under the exact UEI the Admin manages. If registered under the wrong entity, submit a support ticket to have the profile reassociated with the correct UEI.

Related Articles / Links

• Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation—Guide on the activation process
    
• MFA Setup & Security Guide: Authenticator Apps and Access Codes
    
• Administrator Guide: Activating Users and Assigning Permissions—Guide for Administrators on user management
    
• SAM.gov Data in Symphony: Access Requirements and Refreshing Entity Data—Guide on verifying your UEI/CAGE data and POCs at SAM.gov
    
• Portal Links and Access Requirements
    
• Submit a Ticket to the Symphony Help Desk—For technical account issues

Purpose: This guide shows you how to correctly register for a Symphony account as a government employee, ensuring you use your official email, confirm your organization, and understand how to obtain your final system roles.

Commercial Vendors & Bidders: This guide is strictly for official government employees (.gov or .mil). Commercial contractors bidding on contract vehicles must register using their company's SAM.gov UEI. Your domain will automatically route you during sign-in.

Table of Contents

• Before You Start
• Steps

1. Accept Security Notice and Validate Email

2. Confirm Organization

3. Set Up Account and MFA

4. Verify Activation and Request System Roles 

• Troubleshooting
  • Changing Your Government Email Address or Transferring Agencies
• Related Articles / Links

Before You Start

Make sure you have the following information and tools ready before you begin:

• An individual, official government email address (must end in .gov or .mil).
    
• A time-based Authenticator Application to set up Multi-Factor Authentication (MFA).
    
• The Office Code for your contracting organization.

Steps

1. Accept Security Notice and Validate Email

Accept the security notice to access the registration page. Then validate your official email address. Entering an official .gov or .mil email address will automatically route your account to the Government Registration and AAC/Office Code validation steps.
  

1. Select the Register Now link on the login page.
     
2. Enter your individual email address.
     
3. Enter the verification code sent to your email to confirm your address is correct.

Register Now link to begin registration.

2. Confirm Organization

You must identify your role and confirm your organizational affiliation using the required code.

1. Enter the code for your Contracting Office.
     
2. Select Lookup Organization.
     
3. Confirm the Organization information displayed by choosing YES to proceed.
     

Screen showing the field for the Contracting Office code.

3. Set Up Account and MFA

Complete your profile and set up the mandatory security tool to secure your login.

IMPORTANT: SMS (Text Message) support for GSA Contract Vehicles ended April 30, 2026. You must use an app. 

Users with international or U.S. Territory phone numbers must also use an authenticator app.

 

1. Complete the fields to connect your email address (username) to your first and last name.
     
2. Create a password that meets the security requirements.
     
3. Set up Multi-Factor Authentication (MFA) using an Authenticator Application or Text Message (when available) to receive your six-digit code. You must validate this step by entering the code from your MFA tool.
      

MFA setup screen showing the QR code and the field for the six-digit code.

4. Verify Activation and Request System Roles

Your account is automatically activated upon successful registration, but specific permissions may be required.

• A confirmation page displays after successful registration, and your account is ready for immediate use.
    
• If you are a Program Office user or evaluator, you may need specific permissions. Contact your agency administrator to assign the appropriate roles for your tasks.

  

Confirmation page displaying a success message.

Troubleshooting

Issue	Fix
The verification email is not received.	Check your spam or trash folders. The email may come from noreply@gsa.gov or symphony@apexlogic.com. ​
The verification code results in an error.	Ensure there are no additional spaces in the temporary code. ​
The Office Code is unavailable.	Submit a Ticket if an office code is unavailable. ​
You cannot set the password.	Verify that the password meets all the listed requirements. ​
You fail to complete the MFA setup step.	Submit a Ticket for an MFA reset. ​
You cannot access the necessary features/reports.	Your account requires specific roles (e.g., Program Official, Evaluator). Contact your agency administrator for assignment. ​

  

Changing Your Government Email Address or Transferring Agencies

If you change your email address, do not submit a ticket for a manual move:
  

1. Register a New Account: Use the registration link to register your new official .gov or .mil email address.
     
2. Request Role Re-Assignment: Contact your Agency Administrator or Program Office Lead to assign your evaluation roles and permissions to your new email address.

If you have transferred to a new Contracting Office, DoD Activity Address Code (AAC), or buying command, do not attempt to re-register:
  

• Submit a Ticket: Contact the Help Desk and request an Agency Organization Link Update.
    
• Required Info: Provide your current government email, your new Contracting Office AAC / Code, and your updated Department/Agency name. Tier 2 Support will re-link your active profile so you maintain your historical account logs and active portal permissions.

Related Articles / Links

• MFA Setup & Security Guide: Authenticator Apps and Access Codes—More details on MFA requirements
    
• Submit a Ticket to the Symphony Help Desk—For technical help with MFA resets or Office Codes
    
• Portal Links and Access Requirements—For available contract vehicles

Purpose: This guide helps you successfully sign in to Symphony, handle the mandatory Multi-Factor Authentication (MFA) step, and resolve the "Account Inactive" message by following the correct approval path.

Table of Contents

• Before You Start
• Steps

1. Sign In and Authenticate

2. Activate an Inactive Account

3. Reset Your Password

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following crucial facts before attempting to sign in:

• Your account status must be Active (not Initial) to access the platform beyond the login screen.
    
• You must have your Multi-Factor Authentication (MFA) tool ready (Authenticator App or text-messaging phone for non-GSA contract vehicles). MFA codes are not allowed via email due to security requirements and users with international or U.S. Territory phone numbers must use an authenticator app.

    

Steps

1. Sign In and Authenticate

Signing in happens in two steps. First, enter your credentials. Then, enter the MFA security code.

1. Verify the URL (Uniform Resource Locator): Ensure the website address or logo matches the correct Contract Vehicle for your account.
     
2. Accept the FOUO Notice: You must click Accept on the mandatory security and privacy warning message displayed on the welcome screen. FOUO stands for For Official Use Only.
     
3. Enter your registered email address and password.
      
4. Click Sign In.
   • Typing credentials on the wrong portal URL triggers an "Authentication Failed" error even if the email and password is correct.
       
5. You will then be prompted to enter the six-digit code from your MFA tool.
     

Important: SMS (Text Message) support for GSA Contract Vehicles ended April 30, 2026. You must use an app. See MFA Setup & Security Guide: Authenticator Apps and Access Codes.

  

Sign In page showing the email and password fields where users enter credentials.

  

2. Activate an Inactive Account

If your account is inactive, the next step depends on your role.

• If you are a Business User (Staff)
  Your account is in Initial status. You must contact your organization's Symphony Administrator and ask them to register, sign in and change your status from Initial to Active on their Administration screen.
    
• If you are the SAM POC (Administrator)
  To be verified as an Administrator, you must provide proof from SAM.gov.

Steps to get this data:

1. Log in to SAM.gov.
2. Search for your company and click on the Entity Name.
3. Go to the Points of Contact tab on the left-side menu.
4. Take a screenshot (or print to PDF) with the UEI, Your Name, and Email visible.
   • Verify your SAM permissions/Administrator role allows you to show the email address.
5. Submit a Ticket with this attachment.

  

⚠️ CRITICAL: Submit the Correct Documentation. 

You must provide a screenshot from SAM.gov that includes ALL THREE of these items:
        1. The UEI (Found in the SAM.gov header)
        2. Your Full Name
        3. Your Email Address (Important: If this is missing, we cannot activate you)

Note: You must be a SAM administrator to make the email visible.

Example of the correct SAM.gov Points of Contact screen.
Do NOT send a screenshot of the Symphony "Account Inactive" message. We cannot use it to verify your account.

  

3. Reset Your Password

If you receive an "Authentication Failed" message after entering your password, use the reset option. Authentication Failed can mean an incorrect email, password OR trying to log into the wrong portal URL.

1. Click the Forgot Password link on the Sign In page.
     
2. Enter your registered email address and click Submit.
     
3. Check your email (including spam/trash folders) for the reset link.
     
4. Follow the link to create a new password that meets the security requirements.

  

Screen displaying the 'Authentication Failed' status message and the Forgot Password link to reset credentials.

Troubleshooting

Issue	Fix
You are seeing an error message after entering credentials.	Verify your URL first. You may be trying to sign in to the wrong Contract Vehicle portal. If the URL is correct, use the Forgot Password link. ​
Account Inactive after registration.	You must contact your company's Symphony Administrator to change your status from Initial to Active. Note: If you are the Administrator/SAM POC, submit a ticket to the Help Desk with your SAM documentation. ​
MFA code is not working or expired.	The code has expired or is incorrect. Check your phone's time synchronization. If the issue continues, see the MFA Setup & Security Guide: Authenticator Apps and Access Codes guide for troubleshooting. ​
No password reset email received.	Check your spam or trash folders and the website address. The email may come from noreply@gsa.gov or symphony@apexlogic.com. If the email doesn't arrive, your account may not be registered at that email address; try registering a new account. ​

Related Articles / Links

• MFA Setup & Security Guide: Authenticator Apps and Access Codes—Detailed troubleshooting for MFA issues
    
• Submit a Ticket to the Symphony Help Desk—For SAM POC verification or technical lockouts
  
  
• Symphony Business Account Registration: SAM.gov Entity Linking, MFA Enrollment, and Activation Paths—To start a new registration
    
• SAM.gov Data in Symphony: Access Requirements and Refreshing Entity Data—Guide to verify the correct URL for your account

Purpose: This is your complete roadmap for using Symphony. It shows you the steps to register, gain active access, and find the correct guides for your daily work.

Table of Contents

• Before You Start
• Steps

1. Confirm Your Prerequisites and Portal

2. Register, Authenticate, and Activate

3. Start Your Workflow

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following crucial facts and have the correct items ready:

• SAM Data: Industry users must have an active SAM.gov record. Symphony uses this data to validate your UEI, CAGE code, and Points of Contact.
    
• Correct Website: You must register and sign in at the exact website URL for your specific contract vehicle (e.g., Polaris, OASIS+).
    
• MFA Readiness: You will need an Authenticator App or a cell phone for Multi-Factor Authentication (MFA) setup.

Steps

1. Confirm Your Prerequisites and Portal

The first step is verifying your registration details and finding the correct portal.

1. Check the data elements your organization needs for your account.
   • Industry Reference: SAM.gov Data in Symphony: Access Requirements and Refreshing Entity Data
       
2. Locate the correct website URL for your solicitation or contract vehicle.
     
3. Review your role's specific requirements (e.g., unique Alliant 3 rules or portal distinction).
     

The Symphony home page with contract vehicle logos, where users identify the portal.

  

2. Register, Authenticate, and Activate

After finding your portal, follow these steps to create your account and gain full access.

1. Complete the registration process based on your organizational role.
   • Commercial Vendors & Bidders: Reference: Symphony Business Account Registration: SAM.gov Entity Linking, MFA Enrollment, and Activation Paths 
       
   • Official government users (.gov / .mil): Reference: Government Account Registration: Contracting Officials, Program Offices, and Evaluators
       
2. Set up your Multi-Factor Authentication (MFA) right away.
   • Reference: MFA Setup & Security Guide: Authenticator Apps and Access Codes
       
3. After you register, your administrator must approve your account before activation.
   • Reference: Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation
           

Diagram illustrating the Symphony access process: registration → MFA setup → activation.

3. Start Your Workflow

Once your account is active, use this workflow to find the guides you need. These cover your day-to-day tasks, such as building assets or submitting proposals. Users needing formal submission rights must be granted Proposal Manager or Administrator roles to complete formal actions.
  

1. If you are preparing a bid (Offeror):
   1. Start by setting up your company assets: Company Profile Guide: UEI, SAM.gov Details, and Corporate Settings.
        
   2. Review the final bidding process: Proposal Assembly & Submission Guide: Master Workflow and Order of Operations.
        
2. If you are a Contract Holder (Post-Award):
   1. Monitor tasks and manage your contract: Awarded Contracts: Post-Award Setup, Contact Assignments, and Notifications.
        
   2. Track active opportunities: Task Orders and Market Research: Monitoring Opportunities, Submitting Q&A, and Proposal Bidding.

  

Dashboard with the My Company and Solicitations icons highlighted for navigation.

Troubleshooting

Issue	Fix
Account Inactive after registration.	Contact your company's Symphony Administrator. Ask them to change your status from Initial to Active.  Note: If you are the Administrator/SAM POC, submit a ticket to the Help Desk with your SAM documentation. ​
MFA code is not working or I lost my phone.	See the MFA Setup & Security Guide: Authenticator Apps and Access Codes guide for troubleshooting, or Submit a Ticket to the Symphony Help Desk (for lockouts). ​
I cannot find my contracts or company assets.	Check your registration was on the correct Contract Vehicle website (URL) and that your company's UEI is correct. ​

  

Related Articles / Links

• Assemble and Submit Your Proposal: Master Workflow and Order of Operations—Industry Partner's main workflow
    
• Awarded Contracts: Post-Award Setup, Contact Assignments, and Notifications—Contract Holder's main workflow
    
• Discover the Symphony Platform and Developer—Platform Context
    
• Submit a Ticket to the Symphony Help Desk—General Support
  

Purpose: Use this guide to identify the correct Symphony contract vehicle portal, sign in successfully, and avoid access errors caused by using the wrong website.

Table of Contents

• Before You Start
• Steps

1. Identify Your Contract Vehicle

2. Confirm Your Contract Vehicle Portal

3. Register, Sign In, and Activate

4. Use MFA Correctly Across Contract Vehicles

5. Understand Contract Vehicle Data Boundaries

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you have the following ready:

• Your contract vehicle name (example: ASTRO, OASIS+). All portals (except Polaris) display the contract vehicle logo.
   
• MFA Readiness: You will need an Authenticator App or a cell phone for Multi-Factor Authentication (MFA) setup.

Steps

1. Identify Your Contract Vehicle

Because some sites do not have a special logo (like Polaris) or use a shared agency logo (like DHA), always check the website address (URL) at the top of your browser to make sure you are in the right place. Symphony supports the following contract vehicles:

GSA Contract Vehicles 

Contract Vehicle	URL	Description
Alliant 3	idiq.gsa.gov	Symphony is available for existing offerors on a shared portal. The solicitation was released on June 28, 2024, and closed on January 10, 2025.
ASTRO	astro.app.cloud.gov	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in November 2021.
OASIS Plus	idiq.gsa.gov	Symphony is open for existing offerors and new offerors interested in continuous on-ramping and rolling awards. Contract Holders and Government Customers can refer to GSA eBuy for ordering activities.
Polaris	polaris.app.cloud.gov	Symphony is available for existing offerors. The solicitation was released on March 25, 2022, and closed on August 10, 2022.
OASIS (Legacy)	idiq.gsa.gov	Symphony is available for historical data. The OASIS contract is closed and has been succeeded by the Oasis Plus contract.

Contract Vehicle	URL	Description
USSOCOM SOFGSD	ussocom-sofgsd.app.cloud.gov	Symphony is available for existing offerors. The solicitation was released on March 30, 2026, and closed on May 28, 2026.
GSP	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in January 2024.
HEC	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in October 2023.
MQS2-NG	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in June 2024.
Omnibus	dha-ems.symphonyps.com	Symphony is available for Contract Holders and Government Customers. The contract’s base ordering period began in June 2022.
MQS (Legacy)	mqs.symphonyps.com	Symphony is available for historical data. The MQS contract is closed and has been succeeded by the Medical Q-Coded Support and Services-Next Generation (MQS2-NG) contract.

2. Confirm Your Contract Vehicle Portal

Once you have identified the contract vehicle for your solicitation or award: 

1. Navigate to the Symphony website tied to that contract vehicle.
     
2. Verify the URL (on the Address Bar) and agency logo on the sign-in page. All portals (except Polaris) display the contract vehicle logo.
   • Logging into the wrong portal results in an "Authentication Failed" error even if the email and password is correct.
       
3. Stop if the URL or logo does not match your contract vehicle.
     

Warning: Using the wrong website will cause an authentication failed error. If the URL is correct, use the Forgot Password link.

The Symphony home page shows contract vehicle agency logos for confirmation. 

3. Register, Sign In, and Activate

Once you are on the correct contract vehicle website, you can either register or sign in to your account. 

To Register Your Account

1. Click Register Now after accepting the Official Use notice.
     
2. Complete the registration process based on your organizational role.
     
3. Set up a preferred method of Multi-Factor Authentication (MFA).
   • Note: Each contract portal is a distinct security environment requiring separate MFA setup. Users with multiple accounts should label authenticator app entries by portal (e.g., "Symphony ASTRO" vs. "Symphony OASIS+").
       
4. After you register, your administrator must approve your account before activation. 

Sign in to Your Account

1. Open the Symphony website for your contract vehicle.
     
2. Confirm the portal is correct by checking the URL (on the Address Bar) or agency logo on the sign-in screen.
     
3. Enter your email address and password.
     
4. Select Sign In.
     

Note: If you see Account Inactive, your administrator must approve your account before activation. See Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation for more information.

4. Use MFA Correctly Across Contract Vehicles

Each Symphony website needs its own MFA setup.

• Setup: Complete the MFA step for every contract vehicle you use.
    
• Rename: The default name is always SymphonyPS. Rename the codes in your authenticator app so you know which one belongs to each site (for example: OASIS+ or ASTRO).
    
• Unique Codes: Use the specific code for the website you are visiting. Codes for one site will not work on another.

  

5. Understand Contract Vehicle Data Boundaries

Your access and assets are separated by contract vehicle and organization identifiers. You cannot share company assets across different UEIs/CAGE codes or contract vehicles. Company assets uploaded in one vehicle portal do not populate in another.

Troubleshooting

Issue	Fix
Authentication Failed after entering your password.	Check Your Portal: You are likely on the wrong contract vehicle website. Verify the URL and the Agency Logo on the sign-in page before trying again. ​
MFA code is not working.	Portal Mismatch: The code may be for a different Symphony website. Ensure you are using the code specifically labeled for the URL you are currently visiting.  ​ ​See the MFA Setup & Security Guide: Authenticator Apps and Access Codes guide for troubleshooting, or Submit a Ticket to the Symphony Help Desk (for lockouts). ​
I cannot find my contracts or company assets.	Check Data Boundaries: Verify you registered on the correct URL and that your UEI and CAGE code are correct. Data is isolated by contract vehicle and cannot be transferred or viewed across different portals. ​

Related Articles / Links

• Symphony Business Account Registration: SAM.gov Entity Linking, MFA Enrollment, and Activation Paths—How to register as a business user
    

• Government Account Registration: Contracting Officials, Program Offices, and Evaluators—How to register as a government user
     

• MFA Setup & Security Guide: Authenticator Apps and Access Codes—How to set up MFA
    

• Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation—How to sign in to Symphony and get account activation 
    

• Submit a Ticket to the Symphony Help Desk—For technical account issues

Purpose: This guide helps you find your contract website. It explains why SAM.gov data (UEI, CAGE, POC) is required for your registration.

Table of Contents

• Before You Start
• Steps

1. Select the Correct Contract Website

2. Verify Your Required SAM Data 

3. Understand the SAM POC Role

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following crucial facts about the System for Award Management (SAM):

• SAM Record Status: Your company's record on SAM.gov must be completely Active. If your SAM.gov record is in Draft, Expired, or ID Assigned status, Symphony cannot validate your company credentials during registration or perform a backend data refresh.
    
• Symphony uses the SAM.gov Unique Entity Identifier (UEI) and Commercial and Government Entity (CAGE) code to validate your organization's eligibility.
    
• Only the SAM.gov Points of Contact (POCs) are considered trusted company representatives (Administrators).

 

Exact Match Requirement for Administrators
  
To be verified and approved by Support as a Symphony Administrator, your registered Legal First Name, Last Name, and Email Address must match your entity's SAM.gov Points of Contact record character-for-character. Typos, name mismatches, or alias email variations will delay initial Admin activation.

  

Steps

1. Select the Correct Contract Website

You must use the exact website link for your contract vehicle. If you use the wrong site, your administrator cannot find you to activate your account.

Contract Vehicle	Agency	Website Link
Alliant 3	GSA	https://idiq.gsa.gov
ASTRO	GSA	https://astro.app.cloud.gov
(Legacy) OASIS	GSA	https://oasis.app.cloud.gov
OASIS+ (OASIS Plus)	GSA	https://idiq.gsa.gov
Polaris	GSA	https://polaris.app.cloud.gov
GSP / HEC / MQS2-NG / OMNIBUS	DHA	https://dha-ems.symphonyps.com
(Legacy) MQS	DHA	https://mqs.symphonyps.com
USSOCOM SOFGSD	DOD	https://ussocom-sofgsd.app.cloud.gov/

2. Verify Your Required SAM Data

During registration, Symphony needs specific identifiers to validate your organization and get a snapshot of your SAM.gov record.

• Provide the SAM.gov UEI for the company that will be the prime contractor or award recipient.
    
• If your UEI has more than one CAGE code, you must include the correct CAGE code.
    
• During registration, review the name and address retrieved from SAM to ensure accuracy.

Note: You can check your SAM data, including Points of Contact, by using the SEARCH feature directly on SAM.gov. 

If you update your entity data inside SAM.gov (e.g., business name, address, POCs, or rep/cert details) and need Symphony to fetch/synchronize the latest SAM.gov record for a pending offer, contact the Help Desk to refresh your SAM.gov snapshot.

  

SAM Data tab in My Company where users can confirm their UEI, CAGE, and address information.

  

3. Understand the SAM POC Role

The POCs listed in SAM are crucial for granting administrative access.

Providing Proof for Manual Admin Activation

If your email address is hidden on SAM.gov public searches, you must sign in to SAM.gov, navigate to your entity's Points of Contact tab, and ensure your email is unmasked/visible before capturing a full-page screenshot to submit with your support request.

1. If you are a SAM POC, download or save a copy of your SAM record showing your name and email address. Work with your organization to update your user role within SAM.gov so you have permission to view entity contact details.
     
2. You will need to submit this documentation to the Help Desk to verify your access and activate your account as an Administrator.
     

If you are not listed as a POC, contact a listed Administrator to activate your account after their Symphony registration and activation is complete.

SAM Entity Record showing the Points of Contact tab.

4. How SAM.gov Data Refresh Works

Updates made directly inside SAM.gov can take 24 to 48 hours to process and become publicly available across federal database APIs.

  

Submitted Proposals Retain Historical Data
  
Updating your entity details on SAM.gov (or performing a SAM refresh in Symphony) will not alter previously submitted proposals. Federal evaluation rules require submitted proposals to remain frozen with the SAM.gov entity details that were active at the exact time of formal submission.

Initiating a Data Refresh

Symphony does not automatically pull mid-solicitation, post-submission, or post-award updates from SAM.gov. Once your updated entity status is active on SAM.gov, follow these steps to synchronize your workspace:

1. Submit a Ticket: Contact the Help Desk requesting a manual backend SAM Data Refresh.
     
2. Provide Entity Details: Include your company's 12-character UEI and 5-character CAGE code.
     
3. Specify the Update: Add a brief note detailing which specific fields were updated on SAM.gov (e.g., Legal Business Name, Business Address, or POC details).

Important Requirement for Awarded Contract Holders 
  
Federal procurement regulations require awarded Contract Holders on active task order management portals (e.g., ASTRO, DHA) to provide formal contractual documentation before backend contract records can be modified. You must attach a PDF copy of your official Contract Modification (SF-30) reflecting your updated entity details (such as a Novation Agreement, Name Change Mod, or Address Update) with your ticket.

Troubleshooting

Issue	Fix
Organization not found during registration.	Your entity record may have an "ID assigned" status. You must complete the registration process in SAM first. ​
You registered for the wrong company.	Submit a Ticket with your email address and provide the correct UEI/CAGE code to have the account moved or revoked. ​
You cannot find the Administrator (SAM POC).	Log in to SAM.gov, search for your company, and find the names on the Points of Contact tab. ​

Related Articles / Links

• Symphony Business Account Registration: SAM.gov Entity Linking, MFA Enrollment, and Activation Paths—How to use this data for registration
    
• Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation—How to contact the Help Desk for SAM POC verification
    
• Submit a Ticket to the Symphony Help Desk—For technical account issues

Purpose: This guide shows you how to set up MFA (your login security code) and fix common sign-in problems.

  

Important Security Restrictions 

- Email Codes Not Allowed: MFA passcodes cannot be sent via email.

- GSA SMS Deprecation: SMS (Text) support for GSA Contract Vehicles ended April 30, 2026. GSA portal users must use an Authenticator App.

- Multi-Portal Access: Each portal is an isolated security environment. If you access multiple vehicles (e.g., Polaris, ASTRO), set up a separate MFA token for each and rename the token in your app to prevent overwriting keys.

Table of Contents  

• Before You Start
• Steps

1. Set Up with an Authenticator App during Registration

2. Set Up with Text Messaging (SMS)

3. How to Change Your MFA Device or Method

• Troubleshooting & Clock Synchronization
• Related Articles / Links

  

Before You Start

Make sure you know the following security rules before you begin:

• MFA is required for every user and every sign-in attempt.
    

• Google Authenticator is the recommended app, as it supports multiple accounts.

  

Steps

1. Set Up with an Authenticator App during Registration

This is the most reliable method. It creates a new 6-digit code every 30 seconds on your phone or browser extension.
  

1. Install App: Download an Authenticator App (e.g., Google Authenticator) on your smartphone or a browser extension.
     
2. Scan Code: On the Symphony Registration MFA screen, scan the QR code with your app or extension.
     
3. Confirm Code: Enter the 6-digit passcode into Symphony and click Validate and Complete.
     
4. Label Token: Rename the entry in your app (e.g., "Symphony - Polaris") to keep accounts organized.
     

MFA setup screen showing the QR code and the field to enter the six-digit passcode.

2. Set Up with Text Messaging (SMS)

Note: Available for non-GSA portals only. US 10-digit numbers only.
  

1. Select SMS (Text Message) on the setup screen.
     
2. Select your mobile carrier and your 10-digit phone number.
     
3. Click Send My Code, enter the 6-digit code into Symphony, and Validate and Complete.

   

MFA setup screen showing the option to select SMS and the fields for carrier and phone number.

Tip: Rename the Token in Your Authenticator App Immediately
By default, your authenticator app will label this entry as SymphonyPS. If you access multiple Symphony portals (such as OASIS+, Polaris, or ASTRO), every token will display the exact same default name, making them difficult to tell apart.

Immediately edit the entry name in your app to include your specific contract vehicle (e.g., Symphony - OASIS+ or Symphony - Polaris). 

• In Google Authenticator: Swipe right on the entry and tap the Pencil (Edit) icon to rename it.

• In Microsoft Authenticator: Tap the account tile, tap the Settings (Gear) icon in the top right, and edit the Account name.

3. How to Change Your MFA Device or Method

If you need to switch your MFA method (e.g., got a new phone), the steps depend on whether you can still sign in.

If You Are...	Action Required
Signed In	Go to Profile Icon ​→ My Credentials. Scan the new QR code directly using your new device.
Locked Out / New Device	Submit a Ticket with your registered email and Contract Vehicle to request an MFA Reset.

 

My Credentials tab showing the QR code display for MFA changes.

Troubleshooting & Clock Synchronization

Most "Incorrect Code" errors are caused by device time drift. Passcodes require exact cryptographic time synchronization with the server. 

30-Second Time Sync Fix 

• iPhone (iOS): Go to Settings → General → Date & Time. Toggle Set Automatically OFF, wait 5 seconds, and toggle it back ON. 
    
• Android: Go to Settings → System / General Management → Date and time. Toggle Automatic date and time OFF, wait 5 seconds, and toggle it back ON. 
    
• Google Authenticator App: Open app menu ⋮ → Settings → Time correction for codes → Sync now. 

  

Issue	Fix
Incorrect Code after syncing	Your stored token may be corrupted or overwritten. Submit a Ticket for a Fresh QR Code Reset. ​
Delayed SMS Text Code (takes more than 2–3 minutes).	Restart your phone, turn off Wi-Fi, or switch to an authenticator app. ​
Lost Device / Replaced Phone	Submit a Ticket with the email address associated with your account. The Help Desk will assist with setting up the new device. ​

  

Related Articles / Links

• Individual Account Settings, MFA Setup, and Email Updates—Guide on how to change your profile/MFA while signed in
    
• Submit a Ticket to the Symphony Help Desk—For MFA resets or technical lockouts

Purpose: This guide helps you, as a Symphony Administrator, manage other users in your company. It explains their roles, how to activate accounts, and how to fix common administration issues. 

Administrator Activation Process: If you are a SAM.gov POC (Requesting Admin Access): Submit a ticket and attach a full-page screenshot of your SAM.gov Points of Contact tab showing your UEI, Role, Name, and Email. 

Self-Registration Model: There is no "Add User" feature. You cannot manually invite or create accounts. Your staff must register themselves using your company's UEI (Unique Entity Identifier) and CAGE (Commercial and Government Entity) code at the correct website to appear in your list.

Team Collaboration Does Not Require Shared Logins: You do not need a shared email account (like proposals@company.com) for your team to collaborate in Symphony. All active users registered under your company’s UEI automatically share access to your company’s central workspace, project library, and active solicitations. To give a new team member access, simply have them self-register with their own individual work email address, then set their status to Active on your Administration tab.

Table of Contents 

• Before You Start
• Steps

1. Access the Administration Area

2. Activate or Modify a User’s Status

3. Update a User's Group Membership (Role)

• Troubleshooting
• Related Articles / Links

Before You Start

Managing users in Symphony works differently than most platforms. Please keep these three rules in mind:

• Administrator Status: You must be an Active Administrator to see the Administration link. If you are in "Initial" status, you must verify your own account before you can activate others. See Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation.
    
• Strict Individual Account Policy: Symphony strictly prohibits shared, generic, or group email addresses (e.g., proposals@company.com, info@company.com). Each user account must be bound to a single named individual. Shared logins violate federal security controls and will result in account suspension.
    
• One Login = One Company: Your Symphony login is tied to a single legal entity (UEI and CAGE code). You cannot access multiple companies or different UEIs with a single email address.
  • Need to manage a second company? You must register a separate account using a different email address.

  

Steps

1. Access the Administration Area

Once you are an Active Administrator, your team's names will automatically populate in your dashboard as they register for the same company in the same portal.

1. Sign in to Symphony.
     
2. Click the Administration link in the sidebar.

  

Administration link in the side navigation bar where administrators manage user accounts.

Don't see a colleague's name?  If the list is empty or a specific person is missing, it is almost always due to one of the following: They haven't registered yet.    They used a different UEI or CAGE code (common for companies with multiple branches).    They registered on a different Symphony portal (e.g., Polaris vs. OASIS+).

  

2. Activate or Modify a User’s Status

User status controls if an account is active, inactive, or locked.

1. Click on the row with the User’s Name.
     
2. Select the user’s status from the pop-up menu and click Save User Status.

  

Status	Definition (What it means for the user)
Active	The user has full access to use the system. ​
Initial	The user has registered but needs your approval. They will see an "inactive account" message. ​
Delete	The user loses access. Warning: This prevents the user from re-registering with the same email address again. ​
Suspended	The account is locked due to security policy violations (e.g., detection of shared/group email usage, multiple failed login attempts, or extended inactivity). Admins should not activate generic or shared email profiles. If an account was suspended for generic email usage, require the user to self-register with an individual email address instead. ​

User Administration screen showing the status dropdown menu with 'Active' selected.

 

3. Update a User's Group Membership (Role)

Group Membership defines the user's permissions. The user's status must be Active for the new role to take effect.

1. Modify user permissions within the Administration link by selecting from the Group Membership options.
   
   
2. Click Save Group Membership

Role	Definition (What the user can do)
Administrator	Has full management access and can submit proposals. ​
Open Market Proposal Manager	Can submit proposals during open solicitations. Cannot access the Administration link. ​
Program Manager / Contract Manager	Can submit proposals for their awarded contract vehicle. ​
Staff	Staff accounts are view/edit only. They will not receive notification emails or have access to formal submission buttons. ​

Group Membership menu where administrators assign user roles such as Administrator or Staff.
  

About Notifications: Only users with communication privileges (i.e., Administrator or Open Market Proposal Manager) receive submission or clarification notifications. 

Contract notifications (RFPs, Orders, etc.) are managed via a Distribution Email in the My Company → Contracts tab for eligible contract holders. 

Staff users do not receive notifications.

Troubleshooting

Issue	Fix
A user cannot be seen in the Administration list.	Confirm that the user registered on the correct Symphony website and for the same company (matching UEI and CAGE code) as you. See Portal Links and Access Requirements for the list of URLs. ​
Roles are missing (e.g., Contract Manager/Program Manager).	Key roles like Contract Manager are assigned in the proposal submission or contract management sections, not the Administration link.
An account was deleted, and the user needs to register again.	If an email was deleted by mistake and needs to be re-used, an Administrator must submit a Help Desk Ticket to have the old email cleared. ​
The SAM record for a user was updated, but the role didn't change.	SAM updates do not automatically change roles. You must manually assign the user to the Administrator group. See SAM.gov Data in Symphony: Access Requirements and Refreshing Entity Data for sync information. ​
I need to register for and work in multiple companies.	You must use separate email addresses. Each Symphony account is locked to one UEI and CAGE. To manage a different company, register a new account with a different email. ​
User account was automatically set to Suspended or locked.	Cause: The account was flagged for using a shared/group email address (e.g., proposals@ or info@) or security policy violations.  Fix: Shared accounts are prohibited under security compliance. Advise the user to register a new account using their unique, individual business email address. Once registered, set their new individual profile to Active. ​

Related Articles / Links

• Symphony Business Account Registration: SAM.gov Entity Linking, MFA Enrollment, and Activation Paths—For rules on self-registration
    
• Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation—For Administrator (SAM POC) verification steps
    
• Proposal Assembly & Submission Guide: Master Workflow and Order of Operations—Industry Partner's main workflow
    
• Awarded Contracts: Post-Award Setup, Contact Assignments, and Notifications—Guide on post-award contract management 
    
• Submit a Ticket to the Symphony Help Desk—To reinitialize a deleted account
  

Purpose: This guide shows you how to update your profile, change your email, and manage your MFA (login security code). To manage other users, see Administrator Guide: Activating Users and Assigning Permissions.

Table of Contents

• Before You Start
• Steps

1. Update Your Personal Profile (Self-Service)

2. Change Your Password or MFA Method (Self-Service)

3. Change Your Email Address (Self-Service)

4. Update Your Organization Link (Non-Self-Service)  

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following essential rules for account maintenance:

• You must be able to sign in to complete self-service profile updates.
    
• If your company name or address changes but the UEI (Unique Entity Identifier) remains the same, the team can do a quick data refresh.
    
• If your company merged with or was bought by another company, your account may need to move. An acquisition often requires a Novation — a formal legal transfer of your contract to the new company. Submit a ticket so the team can help.

 

Steps

1. Update Your Personal Profile (Self-Service)

You can easily change your job title and phone number after signing in.

1. Click the Profile Icon in the top right corner.
     
2. Select the My Information tab.
     
3. Update your job title or phone number (for display purposes only).
     
4. Click the Save the Contact Information button.

 

My Profile screen showing the My Information tab highlighted.

2. Change Your Password or MFA Method (Self-Service)

You can change your password or set up a new authenticator app from your profile.

1. Click the Profile Icon in the top right corner and select the My Credentials tab.
     
2. To change your password: 
   1. Enter a new password that meets the security requirements.
        
   2. Click Change Password to save the update. 
        
3. To update your MFA method:
   1. Add or update an authenticator app to your device.
        
   2. Scan the QR code.
        
   3. If you have multiple accounts, rename the codes to tell them apart.

  

The My Credentials screen showing the password change and QR code sections.

3. Change Your Email Address (Self-Service)

Email addresses cannot be directly edited on an existing account profile.

• For Vendors/Contractors/Offerors: Register a new account using your new email address.
    
  Once active, ask your company's Symphony Administrator to assign your roles and delete the old email from the Administration tab.
    
• For Government Users: Register a new account using your new official .gov or .mil address.
    
  Once active, contact your Agency Administrator or Program Office to assign your system roles.

  

Registration screen showing the email entry field for a new registration.

4. Update Your Organization Link (Non-Self-Service)

If your company's legal name, address, AAC or UEI/CAGE code is incorrect, you must submit a ticket for the change.

1. Submit a Ticket to the Help Desk.
     
2. Include your email address and the correct AAC or UEI and CAGE (Commercial and Government Entity) code.
     
3. For businesses, the Symphony team will determine if the change requires a SAM refresh or full account move. They will complete the required action.
    

Note: You must use a unique email address for each company when registering for multiple companies.

 

Help desk ticket submission form showing the fields for company details.

Troubleshooting

Issue	Fix
You cannot access multiple companies with one login.	Your email can only be linked to one company per Contract Vehicle. You must register with a unique email address for each company. ​
You need to change your name on the account.	You cannot change your name yourself. Submit a Ticket to the Help Desk for a name correction. ​
Your old email is still linked to the company.	Ask your Symphony Administrator to remove your old email address from the Administration screen. ​
Your profile information is not saving.	Ensure all fields (phone number, job title) are complete and within the character limit. Click the Save the Contact Information button. ​

Related Articles / Links

• MFA Setup & Security Guide: Authenticator Apps and Access Codes—MFA troubleshooting
    
• Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation—How to check if your account is active
    
• Administrator Guide: Activating Users and Assigning Permissions—Guide for Administrators on how to remove an old email address
    
• Submit a Ticket to the Symphony Help Desk—For technical account issues

Purpose: This guide helps you navigate the Support Center to find solutions, explains the fastest way to submit a technical ticket, and outlines the expected response time from the Help Desk team.

IMPORTANT: Account Access & "Inactive Account" Messages Support agents can only activate accounts for verified SAM.gov Points of Contact (POCs) as Administrators. For security and data privacy, Support cannot activate staff accounts or reveal who your company's internal Administrators are. The "One Email, One Company" Access Rule (For Admins, Staff, & Consultants): In Symphony, each email address functions as a single key linked to only one company UEI per portal.  If you are an Administrator or Consultant managing multiple companies on the same contract vehicle, you cannot use the same email address for more than one profile.     You must register each company using a unique email address or email alias (e.g., name-companyA@domain.com).      If you are a Staff Member / Consultant: Contact your internal manager, contracts lead, or SAM.gov POC. They must log into Symphony and switch your status to Active on their Administration tab.   If you are a SAM.gov POC (Requesting Admin Access): Submit a ticket and attach a full-page screenshot of your SAM.gov Points of Contact tab showing your UEI, Role, Name, and Email.

Table of Contents

• Before You Start
• Steps

1. Find Answers in the Knowledge Base

2. When to Submit a Support Ticket

3. Track Response Times   

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following crucial facts before contacting support:

• You must know your Contract Vehicle (the specific website URL (Uniform Resource Locator)) and your company's UEI (Unique Entity Identifier) for account-related issues.
    
• There is no direct phone number available for support.
    
• If you need to log in to Symphony, click here to find the correct URL.

Self-Service Troubleshooting Matrix

What problem are you experiencing?	Immediate Solution / Next Step
"Account Inactive" / Cannot log in after registering	Review the 'Is your account Inactive?' banner above to determine if you need SAM.gov verification (Admins) or internal activation (Staff). Review the Symphony Sign-In Guide. ​
Forgotten Password / MFA Reset	Use the Forgot Password link on your portal login page or review MFA Setup & Security Guide: Authenticator Apps and Access Codes. ​
Need to add a team member	Administrators cannot "invite" users. Each user must self-register first. Review Administrator Guide: Activating Users and Assigning Permissions. ​
Registering for multiple companies	Each company profile requires a unique individual email address (hyphenated aliases permitted; plus signs + prohibited). ​
Cannot find the right portal link/not authorised to access this portal	Ensure you are not attempting to log into the Support Help Desk header link, which is restricted to internal support agents. The Knowledge Base is outside Symphony. Check official contract vehicle web addresses in Portal Links and Access Requirements. ​

Steps

1. Find Answers in the Knowledge Base

The fastest way to find an answer is to use keywords in the search bar.

1. Access the Support Center: Go to the Help Desk portal (Help and Information/Support).
   
   
2. Enter Keywords: Enter a keyword in the search box. For example, searching for "Multi-Factor Authentication (MFA)" or "Password" yields many useful results.
   
   
3. Refine Search: The search uses a "starts-with" mechanism, displaying exact matches first. Do not type a full question.
      

The Knowledge Base search bar showing a convenient keyword-based searching mechanism.

2. When to Submit a Support Ticket

Please open a ticket with Symphony Support if you need assistance with:

• SAM.gov Administrator Verification: You are a listed SAM.gov Point of Contact requesting initial Administrator activation.
  
  
• MFA Reset Requests: You lost access to your authenticator app and need your security token reset.
  
  
• Technical Questions: You encounter an error message during proposal submission or document upload. The Symphony Support Center provides technical platform support only.

Technical Boundary Notice:
Support agents cannot evaluate adequacy, interpret compliance, or offer policy and legal procurement determinations regarding vendor submissions.

(For security and data privacy, Support agents cannot grant staff permissions, confirm who your company's internal Admins are, or bypass internal approval workflows).

If you cannot find a solution, submit a ticket for a guaranteed response within the service window.

1. Click the Submit a Ticket button in the top right corner of any help page.
     
2. Fill out the form completely, providing your email, name, and the contract vehicle you are using.
   
   
3. Describe the Issue: Explain your problem clearly. Include the Contract Vehicle, the Symphony feature that is failing, and a screenshot of any error message.
     
4. Click the final Submit button.

Ticket submission form showing fields for contact information and issue description. 

3. Track Response Times

Responses are provided only during business hours.

1. Check Service Window: Responses are provided within four business hours (8:00 am - 8:00 pm ET) from Monday to Friday, excluding Federal Holidays.
     
2. Check Spam: If more than four hours pass during a regular business week, check your junk/spam folders for the client.support@apexlogic.com email address.
     
3. Video Conference: If your issue requires a meeting, submit a ticket requesting a video conference, and the team will set up a meeting via Google Meet or another tool.
     

Email inbox showing a new message from the support team.

Troubleshooting

Issue	Fix
You submitted a ticket but didn't get a response within 4 business hours.	Check your Spam or Trash folders for an email from client.support@apexlogic.com. ​
You are having an issue that requires a phone call or meeting.	There is no direct phone number. Submit a ticket and request a video conference; the team will set up the meeting. ​
Your search is returning poor results.	Use keywords (e.g., "MFA," "UEI") instead of typing a full question, as the search mechanism works best with partial matches. ​

Related Articles / Links

• Submit a Ticket to the Symphony Help Desk—The direct link to our Customer Service Representatives and Technicians
    
• SAM.gov Data in Symphony: Access Requirements and Refreshing Entity Data—For verifying your UEI
    
• Portal Links and Access Requirements—For available contract vehicles

Purpose: This guide outlines the platform's security compliance. It also provides the mandatory technical rules for preparing and uploading all file submissions.

Table of Contents  

• Before You Start
• Steps

1. Prepare Documents for Upload

2. Review Supported Security Classifications

3. Review Platform Security and Compliance   

• Troubleshooting
• Related Articles / Links  

Before You Start

Understand the following technical and regulatory constraints regarding document uploads:

• Platform vs. Requirement: Symphony is a secure document delivery system. While the platform enforces technical limits (like file size and type), it cannot validate the content of your files. You are responsible for ensuring your documents meet the specific criteria outlined in the government's RFP.
    
• Finality of Uploads: Symphony support cannot modify, replace, or "fix" a document once it has been included in a submitted proposal. If you discover an error in your uploaded evidence after submission, you must follow the solicitation's instructions for retraction or amendment.
  
  

Make sure you know the following mandatory rules and technical limits for all file uploads:

• Tagging Prerequisite: Tag all evidence documents (PDFs) before uploading them to Symphony. Tagging must be done outside of Symphony. See the Past Performance: Adding Projects, Experience, and Performance Data guide for full instructions.
    
• File size threshold: Files must be under 20MB (unless specified otherwise by the solicitation). Optimize large scanned PDFs prior to upload.
    
• File names cannot exceed 250 characters.
    
• Prohibited: Classified or encrypted documents are strictly prohibited.
    

Note on Agency-Approved Password-Protected Files: If the requesting agency explicitly allows password protection for a document, ensure you follow the solicitation's exact submission instructions or contact Support if the automated scanner flags the file during upload.

  

Document Status Color Key

The file folder icons use color-coding to indicate their current status.

Folder Color	Status	Meaning
Orange	Documents Present	The folder contains one or more uploaded files.
Gray	Empty	The folder is currently empty; no files have been uploaded. ​
White	Open/Active View	The folder is currently open or selected by the user. ​

Steps

1. Prepare Documents for Upload

You must follow specific technical and formatting rules before uploading files to the system.

1. Files must be uploaded in Portable Document Format (.pdf) or the specific file type requested by the solicitation.
   • Important: PDF Portfolios cannot be processed by system scanners. You should merge pages into a single, standard PDF using Combine Files or Insert Pages.
       
2. Do not combine multiple files into a "zip" folder. Files must be uploaded individually to ensure evaluators can access and review each document’s tags and metadata correctly.
     
3. Files must be uploaded directly from your computer. Drag-and-drop from cloud storage (like SharePoint or Google Drive) is not supported.

Document upload window showing a file attachment and a size limit warning.

2. Review Supported Security Classifications

The system handles sensitive government data and restricts certain file types.

1. Supported Documents: You may submit documents marked as:
   • CUI (Controlled Unclassified Information)
   • FOUO (For Official Use Only)
   • SBU (Sensitive but Unclassified)
       
2. Prohibited Documents: Classified or encrypted documents are not permitted.

Document library view showing read-only files.

3. Review Platform Security and Compliance

Symphony follows federal security standards to protect and manage your data.

1. The platform is hosted on cloud.gov with a Federal Information Security Modernization Act (FISMA) Moderate ATO (Authorization to Operate).
     
2. All data is protected by encryption in transit and at rest.
     
3. Every file uploaded to Symphony undergoes automated malware and virus scanning. Files flagged by the system will be blocked immediately to protect the government environment.

 

Compliance visualization showing the text 'FISMA Moderate ATO' and data protected by encryption on a cloud server.

Troubleshooting

Issue	Fix
File attachment fails to upload.	Check the file size (must be under 20MB) and ensure the file name is under 250 characters. ​
Text form fields, draft boxes, or file uploads fail or throw errors after copying/pasting from Microsoft Word.	Paste the text into a plain-text editor (like Notepad on Windows or TextEdit in Plain Text mode on Mac) first. This strips out invisible formatting, smart quotes, and non-standard dashes. Then, copy from Notepad into Symphony. ​
You receive an encryption error message.	You must ensure the file is not password-protected or encrypted before uploading. ​
You need to upload files from a SharePoint link.	You must download the file to your computer first, and then upload it directly from your local drive. ​
You need to see more detail on security protocols.	Contact the GSA National Customer Service Center for assistance. ​
Evaluation Question: "Does this document satisfy RFP Section X?"	Symphony Support cannot answer this. We provide technical assistance for the upload process, but we cannot interpret solicitation requirements or confirm if a document is "compliant" for scoring. ​
DoD/Government network user facing document upload failures.	Typically .mil or network-restricted users should check local firewall/VPN settings or attempt uploads outside strict network proxies if document transfers time out or strip data. ​

Related Articles / Links  

• Past Performance: Adding Projects, Experience, and Performance Data—Guide on tagging documents before upload
    
• GSA National Customer Service Center—For detailed security protocol inquiries
    
• Submit a Ticket to the Symphony Help Desk—For technical issues

Purpose: This guide gives you a complete overview of the cloud-based Symphony Procurement Suite. It explains the two core modules, Audition and Performer, and details the benefits for every user in the contract lifecycle.

Table of Contents

• Before You Start
• Information Sections

1. The Symphony Mission and Architecture

2. Benefits for Program Office and Industry

3. Technology and Integrations   

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following official disclaimer before you proceed:

• Guidelines and requirements provided by the Federal Government always take priority over any information provided by the developer, Apex Logic, Inc.

• The views and opinions expressed here do not necessarily reflect those of the Federal Government.

Information Sections

1. The Symphony Mission and Architecture

Symphony is a full lifecycle software service. It manages the complex logistics of government contract vehicles in accordance with FAR 16.5.

• Symphony Audition (Pre-Award): This module handles the competition process. It manages configuration, proposal intake, evaluation, and source selection.

• Symphony Performer (Post-Award): This module manages contract administration. It handles fair opportunity task orders and ongoing contract obligations.

• The platform is hosted on cloud.gov with a FISMA Moderate Authorization to Operate (ATO).

Diagram illustrating the platform securely automating the contract process and showing the two modules.

2. Benefits for Program Office and Industry

Symphony enhances transparency and integrity throughout the contract lifecycle by offering specific advantages to each user group.

• For Program Office Managers: The system streamlines the process for issuing master contract RFPs. It simplifies source selection and manages contract vehicles efficiently.

• For Buyers: The platform provides a centralized hub. This helps streamline market research and simplify the ordering process.

• For Industry (Contractors): Symphony is a single entry point for contractors. Users can submit high-quality proposals and store historical contract documents.

3. Technology and Integrations

Symphony is built on an API-first design that allows all user actions to trigger external system calls.

• API Integration: This design allows seamless integration with external systems. It can automatically generate, post, and release orders based on data from third-party systems.

• Contract Intelligence: The system provides insight into programmatic functions. This improves transparency and helps reduce the government’s risk regarding fair opportunity.

• Coming Soon: Maestro: Apex Logic is developing the Maestro module. This AI-powered system will streamline contract management and improve compliance.

Compliance visualization showing the text 'FISMA Moderate ATO' and data protected by encryption on a cloud server.

Troubleshooting

Issue	Fix
I need more information on the company that developed Symphony.	You can visit the official Apex Logic Website for details on its services and mission.
I have questions about a Federal Government requirement (FAR).	You must consult the relevant solicitation documents or address the question directly to the Federal Government.

Related Articles / Links

• Apex Logic Website
• GSA National Customer Service Center
• Submit a Ticket to the Symphony Help Desk

Purpose: This guide explains Symphony’s automatic session timeout policy, why logouts occur, and best practices to avoid losing unsaved proposal data while working in the portal.

TABLE OF CONTENTS

• Information Sections

1. Automatic Inactivity Timeout Limits

2. Why Automatic Logouts Occur

3. Best Practices to Prevent Loss of Proposal Data

• Troubleshooting
• Related Articles / Links

  

Information Sections

1. Automatic Inactivity Timeout Limits

To satisfy federal security compliance standards for unclassified government procurement systems, Symphony enforces automatic session limits:

• • Inactivity Limit: Users are automatically logged out after 15 minutes of continuous inactivity.
      
  • Unsaved Work: Any text, field entries, or document uploads that have not been explicitly saved before the 15-minute mark will be lost upon session expiration.
      
  • Background Tabs: Running Symphony in a background tab without actively clicking or typing does not count as system activity.

2. Why Automatic Logouts Occur

Automatic session termination is a mandatory platform security control:

• • FedRAMP & NIST Compliance: Government procurement platforms must prevent unauthorized access to sensitive vendor data if a terminal or laptop is left unattended.
      
  • Single-Token Session Protection: Symphony restricts each user account to a single active session token to maintain data integrity during proposal evaluation and submission window peaks.

3. Best Practices to Prevent Loss of Proposal Data

• • Save Frequently: Click the Save or Next button on proposal forms continuously while drafting responses.
      
  • Draft Content Offline: Write lengthy technical responses, narrative blocks, or proposal details in an external document editor (e.g., Microsoft Word or Notepad) before pasting them into Symphony.
      
  • Complete Uploads in One Sitting: Do not leave document upload screens open while retrieving files or waiting on team approvals.

Troubleshooting 

Session Errors

If you encounter an "Invalid Token," "Session Expired," or continuous redirect loop upon logging back in:

1. Close all open Symphony browser tabs.
     
2. Clear your browser's Cache and Cookies.
     
3. Re-launch your specific Contract Vehicle portal URL and log in using your MFA authenticator code.

Plain Text Sanitization

Issue: Text form fields, draft boxes, or file uploads fail or throw errors after copying/pasting from Microsoft Word.

Fix:

1. Sanitize Your Text: Paste the text into a plain-text editor (like Notepad on Windows or TextEdit in Plain Text mode on Mac) first. This strips out invisible formatting, smart quotes, and non-standard dashes. Then, copy from Notepad into Symphony.
     
2. Clean File Names: Ensure uploaded filenames use only alphanumeric characters, standard hyphens (-), or underscores (_). Avoid smart quotes (“ ”), special symbols (&, #, %), or en-dashes (–) in your file names.
     
3. Use Keyboard Shortcuts: When pasting into rich-text text boxes in Symphony, use Ctrl + Shift + V (Windows) or Cmd + Shift + V (Mac) to "Paste as Plain Text" directly into your browser.

 

Related Articles / Links

• Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation—Manage credentials, password resets, and authenticator apps.
    
• Get Help from the Support Center—View support hours, SLAs, and submit a technical ticket.

Purpose: This guide explains how Program Office users can register for a secure Support Center account to access confidential training materials and documentation for Solicitation Management, Evaluation, and Contract Administration.

Important: This is a separate login from the Symphony platform; Support Center credentials do not grant access to the system environments.

Table of Contents

• Overview
  
• Steps to Request Access

1. Register for a Support Center Account

2. Submit an Activation Ticket

3. Approve and Create Your Password

4. Access Restricted Content

• Troubleshooting
• Related Articles/Links

Overview

To maintain the security of sensitive Program Office resources, these materials are not available to the general public. Access requires a verified Support Center account and manual activation by the Symphony Support Team.

Steps to Request Access

1. Register for a Support Center Account

1. Navigate to the top of the Symphony Support Center portal.
2. Click the Sign Up link located in the header.
3. Enter your official government or agency email address and complete the registration form.

Note: If you have previously submitted support tickets via email or the web form, an account record already exists for your email address—proceed directly to Step 2.

2. Submit an Activation Ticket

Accounts must be manually "whitelisted" to view sensitive program resources.

1. From the Support Center home page, click Submit a Ticket.
2. Ensure the email address used on the ticket matches the one used for registration in Step 1.
   
3. Use the Subject Line: "Request for Program Office Documentation Access."
4. Details: Include your specific Contract Vehicle (e.g., OASIS+) and your Program Office Role.

3. Approve and Create Your Password

1. A Symphony Support Agent will review your request.
2. Once approved, you will receive an activation email.
3. Click the link in the email to create a password for your secure Support Center account.

4. Access Restricted Content

• Log In: Use your newly created credentials to log in to the Support Center.
• Verify Access: Navigate to the home page or the Contract Vehicle section. Restricted folders, such as Solicitation Management or Contract Administration, will now be visible.
• System Distinction: Remember, these credentials grant access to documentation only. You must still use your platform-specific credentials to access the Symphony environment for Solicitation or Contract tasks.

  

Troubleshooting

Issue	Fix
I signed up but can't see the folders.	Activation Required: Registration is only the first step. You must Submit a Ticket (Step 2) to have an agent activate your restricted permissions.
I didn't receive the activation email.	Spam Filter: Check your junk or spam folder for an email from client.support@apexlogic.com.
"Access Denied" message.	Login Session: Secure materials are hidden unless an active, authorized session is detected. Ensure you are Logged In before looking for links to restricted articles.

Related Articles/Links

• Submit a Ticket to the Symphony Help Desk—The direct link to our Customer Service Representatives and Technicians

Purpose: This guide helps you define the requirements, add necessary contacts, configure the schedule, and successfully post your Task Order (TO) or Market Research Request (RFI) to eligible contract holders.

Table of Contents

• Before You Start
• Steps

1. Create the Request

2. Configure Contacts, Schedule, and Opportunity

3. Attach Documents and Post the Order    

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following before starting a new request:

• You must sign in to Symphony as an authorized Government user (Program Officer or Contracting Officer).
• The process begins on your Dashboard in the Quick Actions section.
• The Title of the order can only be changed before the order is released.

Steps

1. Create the Request

Begin the process by creating a new order and saving the title to unlock the configuration steps.

1. From the Quick Actions section of the Dashboard, click Create a Task Order or Conduct Market Research.
2. Enter a title for the request and Save.
   

Note: Contact the Program Office outside Symphony to request a Scope Review.

Quick Actions section of the Dashboard showing Create a Task Order button.

2. Configure Contacts, Schedule, and Opportunity

Use the left navigation menu to set your solicitation requirements.

1. Points of Contact (POCs): Add the managing ordering officers. You can only assign registered Symphony users to these roles.
2. Contract Types: Select the Contract Type(s) that apply to the order.
3. Schedule: Set the Question and Answer (Q&A) deadline and the Submission deadline. Symphony converts your local time entry to Eastern Time (ET) for consistency.
4. Fair Opportunity: Filter or select at least one eligible Contract Holder for the Task Order (TO).
     

Left navigation menu showing the sections for Points of Contact, Schedule, and Fair Opportunity.

3. Attach Documents and Post the Order

Upload all necessary documents, confirm the order summary, and release the order.

1. Use the Attachments tab to upload required documents. Files must be under 20MB in most instances.
2. Use the Generate Order PDF button to preview the order summary.
3. Only the Contracting Officer (CO) named on the order can Submit the order for approval or release.
4. Upon release, notifications are immediately sent to the eligible contract holders' distribution email addresses.
5. If you need to stop the process, you can Cancel the order and provide a reason.

Order posting screen showing the validation messages and the Submit button.

Troubleshooting

Issue	Fix
Cannot Submit the order.	Symphony will display validation messages if the order is incomplete. The CO must complete all required fields.
A new user needs to be added as a POC but is not in Symphony.	Ask the user to Register for a Government account using the website link.
The deadline has passed and the order needs to be reopened.	The CO or CS must contact the help desk for assistance with reopening a passed deadline.
Contract Specialist needs to be named on the order.	The Contracting Officer (CO) must issue an Amendment (see next guide) to change the existing POC to the new specialist.

Related Articles / Links

• Manage Order Q&A, Amendments, and Monitoring—The next step in the order lifecycle
• Register Your Symphony Government Account—Guide on how a new POC should register
• Submit a Ticket to the Symphony Help Desk—For technical help, like reopening deadlines

Purpose: This guide helps Points of Contact (POCs) handle questions submitted by contract holders, issue amendments to modify a released order, and monitor contractor responses throughout the solicitation period.

Table of Contents  

• Before You Start
• Steps

1. Respond to Questions (Q&A)

2. Issue an Order Amendment

3. Monitor Responses and Submissions  

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following before managing a released order:

• You must be an authorized Point of Contact (POC) to access these tabs.
• Amendments can only be issued for an order that is in Released status.

Warning: Amendments can only extend deadlines; you cannot add a new Question period after the initial schedule is set.

Steps

1. Respond to Questions (Q&A)

When an order is in Released–Pending Questions status, you can answer requests for more information before the question deadline.

1. Select the order link and go to the Respond to Questions tab.
2. Answer Open Questions by clicking a question's row, entering a response, and saving.
3. You can Modify the question, Reject a question, or Mark as Duplicate.
4. When ready, mark the questions as Ready for Release and then click Release Questions and Answers.

Note: Released answers are automatically placed in the Documents tab for the contract holder.

Respond to Questions tab showing the menu for Answer, Review, and Release.

2. Issue an Order Amendment

Amendments are required to change POCs or extend deadlines after the order is released.

1. Select the eligible order and go to the Amendments tab.
2. Enter an Amendment Description (note the 500 character limit).
3. You can upload new Documents and alter deadlines (only extending the Questions or Submission date).
4. To change a POC, use the Change Point of Contact button and choose to either SELF or INVITE another registered user.
5. The Contracting Officer must Review and Submit the amendment for Approval or Release.

  

Amendments tab showing the description tab and the Change Point of Contact button.

3. Monitor Responses and Submissions

POCs must track proposals submitted by contract holders during the Released–Pending Proposals status.

1. On the order link, select the Response Monitoring tab.
2. View the responses and their statuses (Submitted, No Bid, etc.).
3. View a submitted proposal by following the link to the Document Library.

Note: You can view "No Bid" responses from this tab as well.

Response Monitoring tab showing a table of contractors and their submission status.

Troubleshooting

Issue	Fix
Cannot Amend a released order.	Ensure the order is not in Evaluation or Awarded status. If the description is too long to save, shorten the Amendment Description.
Contract Holders are not seeing an amendment.	After submission, the CO must review and Release the amendment to notify the contract holders.
Need to add a new Question period.	You cannot add a new question period after the order is released. You can only extend an existing Q&A deadline via an Amendment.
Need to change the POC after the order is released.	You must issue an Amendment (Step 2) to change an existing POC. You cannot add a POC to a vacant role through an amendment.

Related Articles / Links

• Create a Task Order or Market Research Request—Guide to setting initial deadlines
• Report and Submit an Order Award—The next step in the order lifecycle
• Submit a Ticket to the Symphony Help Desk—For technical support

Purpose: This guide helps the Contracting Officer (CO) formally evaluate responses, select the awardee(s), enter the required contract details, and finalize the order.

Table of Contents

• Before You Start
• Steps

1. Access the Report Award Tab

2. Select Awardee(s) and Enter Details

3. Submit the Award  

• Troubleshooting
• Related Articles / Links

Before You Start

Make sure you know the following before awarding an order:

• The order status must be Evaluation before the award can be reported.
• Only the Contracting Officer (CO) is authorized to perform the award action.
• Symphony will automatically notify successful and unsuccessful offerors (if selected) upon award approval.

Steps

1. Access the Report Award Tab

The award process is completed when the order is in the final evaluation status.

1. Select the Task Order in Evaluation status from the Dashboard.
2. Select the Report Award tab.

Note: The Report Award tab only displays organizations that submitted a proposal using Symphony.

Task Order showing the Report Award tab ready for selection.

2. Select Awardee(s) and Enter Details

The CO must select the winning contractor(s) and provide the contract value and period details.

1. Select the Awardee(s) using the checkbox.
2. Choose whether to notify unsuccessful offerors using the checkbox.
3. Provide the required Award Details (Title, Contracting Officer, etc.).
4. Add the Base period, Options, and Amount Awarded for each period of performance. Symphony automatically calculates the total contract value.
5. Upload an award document and select Save Awardee.

 

Award Details section showing the fields for Base Period, Options, and Amount Awarded.

3. Submit the Award

Final submission completes the order status and triggers all final notifications.

1. Review all details entered.
2. Click Submit Award.
3. After submission, the Orders status will change to either Selection Made or Award Approved.

Note: The Awards tab will become available, showing the total contract value and period of performance.

Submission screen showing the final Submit Award button.

Troubleshooting

Issue	Fix
The award action is not yet available.	Ensure all deadlines are passed and the status has been moved to Evaluation.
The awardee is not available on the Report Award tab.	This means the proposal was received outside of Symphony. You must notify the Program Office of the situation.
You need to change the POC after the award is complete.	The award is final. You must contact the Program Office and advise them of the change.
The order status is Award Approved, but the awards tab is empty.	The award may require release approval before the final details are displayed.

Related Articles / Links

• Create a Task Order or Market Research Request—Guide to starting the solicitation
• Manage Order Q&A, Amendments, and Monitoring—Guide to mid-lifecycle management
• Submit a Ticket to the Symphony Help Desk—For technical support