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.

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.

Company Assets: Certifications, Systems, and Business Factors

Purpose: This guide covers how to add, edit, or remove company-level Business Factors—such as facility clearances, accounting systems, purchasing approvals, and certifications—claimed for your Prime company, MRCLs, or teaming partners.

Table of Contents

Before You Start
Steps

1. Claim a Business Factor

2. Edit or Update a Claimed Business Factor

3. Delete or Remove a Business Factor Claim

Troubleshooting
Related Articles / Links

Before You Start

Understand these core principles of Business Factor management:

Prime & MRCL Asset Location: Business Factors claimed directly under My Company → Business Factors apply to both the Prime Contractor and MRCL entities (MRCLs only have a Documents tab within their profile for commitment letters). Factors contributed by external subcontractors or Joint Venture members are managed separately inside their individual entity records under My Company → Team Members.
Proposal Shading Indicators: Symphony uses visual circle indicators on proposal overview screens to display factor claims:
- Unshaded Circle: The factor has not been claimed by any entity.
- Full Shading: The factor is claimed by the Prime Organization or an MRCL entity.
- Half Shading: The factor is claimed by a Team Member that has been explicitly added to an active proposal submission (visible only on the Proposal Overview page inside an active submission workspace).
Vital Solicitation Preference Filtering: Certain contract vehicles feature Business Factors with nearly identical names tailored to specific scoring models. Always set your Solicitation Preference picklist first to ensure you select and claim the correct factor version for your target bid.
RFP Verification: Offerors must reference the official RFP and solicitation guidelines to verify that their uploaded evidence meets exact government scoring and compliance criteria.
Deadline Inactivation & Disabled Uploads: Certain time-sensitive Business Factors (e.g., Solicitation Amendments or Proposal Validity Extensions) may become inactivated with document uploads disabled once a specific RFP deadline or window closes. Offerors should review government instructions or official amendments posted on SAM.gov for confirmation regarding submission deadlines.
Snapshot Security: Formally submitting a proposal creates a frozen snapshot. Changes, edits, or file deletions made in My Company after submission affect future unsubmitted drafts only—they will never alter or corrupt previously submitted offers.

Steps

1. Claim a Business Factor (Prime, MRCL, or Team Member Entity)

To claim a Business Factor, set your filter, complete required questions, attach supporting proof, and certify the claim.

Go to My Company and select the Business Factors tab (for Prime or MRCL claims) OR open the specific partner record under Team Members.
Set the Solicitation Preference picklist at the top of the screen to your target RFP (e.g., GSA OASIS+ Small Business Continuously Open or Alliant 3). (This ensures you select the exact factor version required by that vehicle).
Locate and click on the desired Business Factor name (e.g., Accounting System, Approved Purchasing System, Facility Clearance).
Answer required data questions and drag/drop supporting PDF documentation into the upload area.
Check the box to Certify the claim.
Click Save and Claim.

Business Factors tab where users select assets and click Save and Claim.

2. Edit or Update a Claimed Business Factor

If you need to replace a document or update information for a claimed factor, you must unlock the record first.

Navigate to the appropriate Business Factors location (My Company → Business Factors for Prime/MRCL or Team Members for partners).
Click the factor name and select the Unclaim button to unlock editing.
Make required changes (e.g., adding updated certification PDFs or modifying field entries).
Re-check the certification checkbox and click Save and Claim.

Business Factor screen where users click Unclaim to edit a claimed factor.

Important Note on Closing Without Saving 

If you click the Close (X) button at the top of the pop-up window instead of Save and Claim, any newly uploaded files will remain stored in your Document Library, but the Business Factor itself will remain in an Unclaimed state.

3. Delete or Remove a Business Factor Claim

To completely remove a claimed Business Factor:

Navigate to the appropriate Business Factors location.
Click Unclaim to revert the factor status.
Locate the attached files in the document list below the upload zone:
- Red Trashcan: Click the red trashcan icon next to any attached document to permanently delete the file.
- Grey Trashcan: If a trashcan icon is greyed out, the file was originally uploaded in another workspace tab (such as a Team Member's Business Factor window). You must navigate back to that original source tab to delete the file.
Click Close (X) to close the window while leaving the factor in an Unclaimed state.

Business Factor screen showing the red trashcan icon next to an uploaded document.

Troubleshooting

Issue	Fix
Claimed partner factor is not showing on Company Overview.	Expected system behavior. Partner business factors display as half-shaded circles on the Proposal Overview page inside your active submission workspace only after that partner is added to the offer.
Where do I claim Business Factors for an MRCL entity?	Claim MRCL business factors directly on the main My Company → Business Factors tab.
Document upload area is disabled or grayed out for a factor.	Time-sensitive factors (such as Amendment acknowledgments or Validity Extensions) close once their solicitation window passes. Review official government instructions or amendments posted on SAM.gov for deadline confirmation.
Multiple factors look nearly identical.	Different contract vehicles accept distinct system/certification schemas. Check your Solicitation Preference filter at the top of the tab to load the exact factor meant for your active bid. Reference the official RFP guidelines to confirm compliance.
Trashcan icon next to a document is greyed out.	Navigate to the original source tab (e.g., the specific Team Member's Business Factor tab) where the file was first uploaded to delete it.
I updated a Business Factor, but my submitted proposal didn't update.	Changes made in My Company only apply to unsubmitted draft proposals. Submitted offers remain locked. If a formal revision window is open, retract the offer, refresh the factor in the submission workspace, and re-submit.
Where do I upload Teaming Agreements?	Teaming agreements should be uploaded to the specific Team Member's Documents section. Do not place them under the JV and Mentor-Protege agreements Business Factor.
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.

Company Profile Guide: UEI, SAM.gov Details, and Corporate Settings—General guide to the central hub
Teaming Guide: Managing Subcontractors, Partners, and MRCLs—Guide on how team members claim factors
Document Upload & Submission Security: File Types, Limits, and Verification—Guide on document restrictions

Issue	Fix
Cannot re-register after an account was deleted.	The system does not permit re-registration with the same email. You must submit a ticket to reinitialize the old account.
The validation email is not received.	Check your spam or trash folders. The email may come from noreply@gsa.gov or symphony@apexlogic.com.
Organization not found during registration.	Our SAM connection may not be working or your entity record may have an "ID assigned" status. You must ensure your company's record is fully Active in SAM before attempting to register.
You cannot set the password.	Verify that the password meets all the listed requirements.
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.
Account Inactive after registration.	Standard Users: Ask your internal Admin to activate you. Administrators: Submit a Ticket with your SAM.gov POC data (UEI, Name, and Email). Note: A screenshot of the error message or your SAM.gov Roles/Account Details is not sufficient for activation.
No one was notified of my registration.	Symphony does not automatically email your company's SAM Point of Contact. You must manually notify your Administrator. If you are the administrator: You must Submit a Ticket to the Help Desk yourself.

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.

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.

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.

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.

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.

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/

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.

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.

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.

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.

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.

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.

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.

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.

Recommended Tag	Description	Solicitation
COSTS	Other Direct or Indirect Costs	Evolve
CR	Cost Reimbursement Contract Type	All
FOREIGN	Foreign Country/Location(s)	Alliant 3
FTE	Full-Time Equivalents / Labor Hours	OASIS+
LOCATIONS	Number of Performance Locations	All
NAICS	North American Industry Classification Code	OASIS+
OCONUS	Outside of the Continental United States Work	All
POP	Period of Performance (Start and End Dates)	All
PSC	Product and Service Code	OASIS+
TCV	Total Contract Value / Obligated Amount	All
TEAMING	Subcontractor / Teaming Partner Participation	All

Action in "My Company"	Impact on DRAFT Proposals	Impact on SUBMITTED Proposals
Edit Data or Text	Updates draft in real time.	No impact (submitted snapshot is locked).
Delete / Replace PDF	Updates draft with the new file.	No impact (submitted PDF is locked).
Archive Project	Hides project from active library view.	No impact (submitted snapshot is safe).
Delete Project	Must withdraw project from draft first.	Safe to delete in My Company (submitted snapshot remains intact in portal history).

Issue	Root Cause	Fix
Template Validation Failure after uploading.	Columns or rows were deleted or re-ordered in the government-provided pricing template. Note: Bookmarked links to SAM.gov or solicitation portals can load outdated historical snapshots instead of current amendment releases.	Do not rely on browser bookmarks that may link to older solicitation versions. Re-download a fresh copy of the official RFP pricing spreadsheet directly from the active solicitation page (verifying latest amendment attachments), copy your data into it without altering header structures, and re-upload.
"Cost/Price: Spreadsheet is missing" or wrong file type error.	Uploaded file is not in .xlsx format, or multiple spreadsheets were attached.	Ensure you upload exactly one Excel file in .xlsx format. Remove any secondary spreadsheets or legacy .xls files.
"Cost/Price: Basis of Estimate is missing" error.	Missing the mandatory supporting PDF attachment required for the solicitation.	Attach the required supporting PDF document (e.g., Basis of Estimate or Labor Rate Attestation) alongside your Excel file.
"Unable to load the Pricing File" error.	The Excel file is encrypted, password-protected, or corrupted.	Open the spreadsheet in Excel, remove all password protection/encryption settings, save as a clean .xlsx file, and re-upload.
Template Validation Failure after uploading.	Columns or rows were deleted or re-ordered in the government-provided pricing template.	Re-download a fresh copy of the official RFP pricing spreadsheet, copy your data into it without altering header structures, and re-upload.
Unintended calculation errors or unexpected scorecard math.	Formatting glitches introduced by copy-pasting values into template cells.	Paste values as plain text (Match Destination Formatting) to preserve template cell formulas and prevent hidden database script errors.

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.

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.

Issue	Fix
You added projects to My Company, but your Live Score is 0.	Assets in My Company are library files only. Enter your active Submission Workspace, link the project under the Projects tab, and click BEGIN to manually claim its Performance Factors.
Your SAM Data tab shows outdated company information.	Symphony retrieves SAM data during initial registration and does not auto-sync. Make changes in SAM.gov first, then submit a Help Desk ticket requesting a manual data refresh (attach an SF-30 Contract Modification if you are a Post-Award Contract Holder).
You cannot see your contracts in My Company.	Confirm you registered under the correct company at the right link for the Contract Vehicle.
Your Cost/Price upload fails or gives a loading error.	Symphony requires exactly one unencrypted .xlsx file and at least one supporting file. Verify your spreadsheet is the most recent version, not password-protected and that no columns/rows were removed from the government template.
You need to delete documents.	You cannot delete documents from the Library. You must go to the asset tab where the file was originally linked, remove the reference, and then delete the file.
You can't add new employees or colleagues to your account.	Colleagues must self-register on the portal using your company's UEI and CAGE code. Once registered, an active Administrator must go to the Administration tab to switch their status to Active.
You are adding a project performed as a subcontractor.	Treat this as a commercial project when adding it to My Company, as it did not involve a direct contract with the government.
You cannot restrict user access to sensitive data.	Symphony is designed so all active users have full access to all company data under the same UEI/CAGE code. To protect sensitive pricing files, upload Cost/Price assets as your final step before proposal submission.
I am unsure how to answer a specific RFP question (e.g., Annual Receipts).	Contact the Program Office. Symphony Support cannot interpret government solicitation requirements or provide guidance on how to respond to RFP fields. Please refer to the official RFP or contact the Contracting Officer for the specific vehicle (e.g., OASIS+, Alliant 3).

Issue	Fix
My projects disappeared from the list!	Toggle Show Archived Projects above the project table to view or restore archived records.
Can I reuse the same project asset across different contract vehicles?	Yes! Projects are reusable master assets that can be linked across multiple solicitations. Note: If you want to create separate, distinct duplicate entries for the same physical contract (e.g., to tailor different project entries for different bids), you must give each entry a slightly different Project Title (e.g., adding "- OASIS+") and contract/reference variation unless the original asset is archived.
I cannot find my Federal Customer / Agency Name in the dropdown.	Search SAM.gov to verify the official Department/Agency ID. If still missing, contact the Help Desk so support can add the agency ID to the database. As an immediate workaround, select State/International/Non US Fed Govt/Commercial Projects under Contract Type.
I updated a project in My Company, but my submitted proposal didn't change.	Expected system behavior. Edits made in My Company do not alter submitted offers. If a revision window is open, you must retract your offer, update the project inside the submission workspace, and re-submit.
The Project Title is too long to save.	Shorten the project title text to under 250 characters and click save.
Will deleting a project in My Company destroy my past submission?	*No. Submitted proposals are frozen snapshots. Deleting a project in My Company* removes it from your reusable library for future bids, but leaves past government submissions completely intact.**

Question Type	Who Answers?	Where to Submit	Examples
Government RFP / Solicitation Inquiries	Contracting Officer / Government Evaluation Team	Solicitations → Ask Questions button in Symphony OR direct RFP email (e.g., oasisplus@gsa.gov)	"Does Attachment J-1 require a signed CPARS?" "Will the government accept commercial past performance?" Clarification on RFP Section L/M rules.
Symphony Technical Platform Support	Apex Logic / Symphony Help Desk Team	Symphony Support Desk (Click Support or Help and Information at top right or email client.support@apexlogic.com)	"I get an error uploading my 15MB PDF." "Our Federal Agency ID is missing from the picklist." "How do I force a SAM.gov refresh for a Team Member?"

Issue	Root Cause	Fix
I submitted a technical support question in the Ask Questions workspace, but no one responded.	Technical platform questions were sent to the government Contracting Officer instead of Apex Logic Support.	Contracting Officers cannot address software issues or reset user accounts. Contact the Symphony Support Desk directly for platform assistance.
The Ask Questions button is missing or disabled.	The official government Q&A window has closed, or Q&A was not enabled for this solicitation.	Check the Q&A Deadline on the solicitation card. If the deadline has passed, Symphony automatically disables question submissions per Contracting Officer instructions. If urgent, email the program office directly (e.g., oasisplus@gsa.gov).
I made a mistake in a submitted question and need to change it.	Submitted questions are transmitted directly to government evaluation boards.	Questions cannot be recalled, edited, or deleted once submitted. If critical information was incorrect, draft a new follow-up question before the Q&A deadline passes.
Can other offerors see my draft questions before I submit?	Unsubmitted questions are visible to registered users within your own company account.	Other offerors cannot see your draft or submitted questions. Government program offices publish answers publicly, but vendor identity remains anonymous.
The Submit Proposal button is disabled while I am reviewing Q&A.	System configuration during active Q&A periods.	In certain portal configurations, proposal submission is paused during active Q&A windows to ensure vendors review final RFP amendments before submitting. The submit button reactivates once the Q&A period closes.

Issue	Fix
An uploaded submission document is incorrect or needs replacement.	Click Modify Proposal or Retract Submission, upload the correct document in the submission workspace or Company library, re-certify, and Resubmit before the deadline or before evaluation begins.
The Live Score displays red errors, but the Submit button is active.	System error messages do not prevent submission. However, submitting with unresolved red errors may result in proposal disqualification by the government evaluation board.
You cannot assign a Proposal Contact.	Proposal contacts must be active, registered users under your company's UEI in Symphony. Have an Administrator activate the self-registered user on the Administration tab.
How do I cancel or delete a draft proposal started in error?	Draft proposals cannot be deleted. If you do not certify and submit the draft, no data is sent to the government, and the draft will simply expire when the solicitation closes.
File upload fails or throws an error during upload.	Verify file constraints using Document Upload & Submission Security: file size under 20MB, name under 250 characters, and no password protection or encryption.
Submit button is disabled or missing.	Confirm you hold SAM POC Administrator or Proposal Manager permissions. The submit button is also disabled during active Q&A windows to prevent premature submissions prior to government RFP amendments.

Issue	Fix
Our team missed a government clarification notification because an employee left the company.	Shared/group accounts are prohibited. Ensure multiple active individual users hold Administrator permissions or are assigned to the Open Market Proposal Manager (OMPM) role on the Administration tab so notifications are received by multiple team members.
I see an advisory error banner on my submitted proposal overview.	Advisory banners are informative and you cannot alter your submitted snapshot. SAM.gov is also the official legal system of record. As long as your SAM record was active at submission, no further action is required unless requested by the Contracting Officer.
I cannot edit our Proposal Contacts on a submitted offer.	Contact information inside submitted packages cannot be edited in the UI. Email the government program office directly with your Company Name, UEI, and CAGE Code to update primary contacts, and ensure the new contact self-registers and is activated on the Administration tab.
Who receives notifications for Government Exchanges and Clarifications?	Notifications are sent to users holding Administrator permissions or assigned to the Open Market Proposal Manager (OMPM) role. Ensure your proposal team has these roles assigned on the Administration tab.
Where do I find government Clarifications or Exchanges?	For OASIS+, check Solicitation Details → Overview or Proposal Details under the specific domain. For all others, check Proposal Details inside the submission workspace.
You cannot respond to a Clarification request.	You must be an Administrator or Open Market Proposal Manager to respond. Reach out to a company administrator to assign you a role with the necessary permissions.
You need to add more documents to a clarification after submitting your response.	You cannot edit or recall your response. Email the program office (as listed in the solicitation) to request a new clarification.
Can I replace an incorrect PDF in a submitted proposal after the deadline?	You cannot modify uploaded files after the deadline unless the Contracting Officer formally issues a clarification request or opens a proposal revision window.
You need to withdraw your offer after submission.	You must contact the program office directly at the email address listed in the solicitation.

Order Status	System Meaning & Allowed Actions
RELEASED (Pending Questions)	The order is open for vendor inquiries. Draft and submit questions on the Ask Questions tab prior to the Q&A deadline.
RELEASED (Pending Proposals)	Proposal intake is active. The Respond tab is fully enabled to accept proposal uploads or "No Bid" notices.
EVALUATION	The proposal submission deadline has passed and the workspace is locked. The government evaluation team is reviewing submissions.
AWARD APPROVED	Evaluation is complete and an award has been officially announced. Details appear under the Awards tab.

Issue	Fix
I need to correct a mistake in my original submission documents.	Your proposal is locked. You must contact the Program Office (Alliant3@gsa.gov ) directly and advise them of the correction.
You are receiving advisory messages in the proposal summary.	The proposal is locked. These advisory messages were present at submission and are part of the evaluation record. They cannot be cleared.
You need to withdraw your offer after the deadline.	You must contact the Program Office directly at the email address listed in the solicitation.
You cannot access your Symphony account.	If you require access to your Symphony account, contact the Apex Logic Help Desk for a login reset.

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Register Your Symphony Business Account

Before You Start

Steps

1. Start Your Registration and Validate Email

2. Verify and Confirm Company Data

3. Set Up Your Account and MFA

4. Request Account Activation from Administrator

Troubleshooting

Related Articles / Links

Government Account Registration: Contracting Officers, Program Offices, and Evaluators

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

Symphony Sign-In Guide: Credentials, Password Resets, and Account Activation

Before You Start

Steps

1. Sign In and Authenticate

2. Activate an Inactive Account

3. Reset Your Password

Troubleshooting

Related Articles / Links

Symphony Onboarding Guide and Getting Started Checklist

Before You Start

Steps

1. Confirm Your Prerequisites and Portal

2. Register, Authenticate, and Activate

3. Start Your Workflow

Troubleshooting

Related Articles / Links

Portal Links and Access Requirements

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

SAM.gov Data in Symphony: Access Requirements and Refreshing Entity Data

Before You Start

Steps

1. Select the Correct Contract Website

2. Verify Your Required SAM Data

3. Understand the SAM POC Role

4. How SAM.gov Data Refresh Works

Troubleshooting

Related Articles / Links

MFA Setup & Security Guide: Authenticator Apps and Access Codes

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

Administrator Guide: Activating Users and Assigning Permissions

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

Individual Account Settings, MFA Setup, and Email Updates

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

Content Type	Correct Location	Why?
Certifications/Systems	Business Factors tab	For claim points (CMMI, ISO, etc.).
Teaming Agreements	Documents tab	Letters of Commitment, JV Agreements, and CTA disclosures must go here.

Issue	Fix
I can't see all the solicitations.	Show All: You likely have the Favorites view active. Toggle the button to Show All to reveal every available OASIS+ RFP.
Team member points aren't showing.	Add to Proposal: Adding a partner to your "My Company" library is only Step A. You must also formally add them to the Teaming section inside your specific domain proposal (Step B).
Can't find the Teaming Agreement.	Upload Location: Ensure the file is in the partner's Documents tab. If you uploaded it as a "Business Factor," it will not satisfy the teaming requirement.
SAM.gov data is wrong.	Manual Refresh: Symphony does not auto-sync with SAM.gov. If your status changed, you must Submit a Ticket to request a manual data refresh.
Document retention and management.	Original Integrity: Current contract holders can safely keep or remove the documents from My Company. The original submission will still retain the documents.

Issue	Fix
Seeing adjectival ratings (Alliant 3 style) or missing past performance points.	Set Preference: Go to My Company → Projects, and set the Solicitation Preference to any OASIS+ solicitation. This will unlock numeric ratings.
Project is not counting toward your score.	Check for scorecard messages relating to project eligibility. Verify the Performance Factor claims.
Project value error message.	Verify that the Average Annual Value, not the Total Contract Value, meets solicitation and domain minimum.
Scale points exceed the maximum.	This message is only advisory and no action is needed; the system will cap the points automatically to match the J.P-1.
Small Business Subcontracting Plan message appears.	For Small Business offerors, ignore this message. It is there only for OTSB (Other Than Small Business) organizations and does not apply to Small Business applicants.
You cannot use a CPARS report.	Review RFP section L.5.6.2 for requirements when CPARS is not available.
The system displays an invalid score error.	Review the J.P-1 Matrix and scorecard error messages; you may have claimed too many of a project type.

Issue	Fix
Live Score is lower than expected.	Crosswalk Audit: Check the J.P-1 and the Master Crosswalk. Ensure you haven't claimed a factor (like a certain certification) that is ineligible for the specific domain you are in.
I fixed an error but the alert is still there.	You must trigger a refresh. Navigate to any element inside the proposal and click Save and Continue to force a validation update.
Pricing file shows a validation error.	Template Integrity: Ensure the file is a .xlsx and that you did not remove any template rows.
Warning: Price exceeds maximum.	This is an advisory only.
Cannot assign proposal Points of Contact.	Verify the person is an active, registered user in Symphony.
Missing mandatory forms.	Check Location: Upload the SF-33 or SF-30 to the Submission Documents tab on the Solicitation Details/Domain Overview Dashboard.
I can't submit.	Role Check: Verify you have Admin or OMPM permissions. Standard users can build a proposal but cannot submit it. Pro-Tip: Check for Red Alerts in the Scorecard before submission. See OASIS+ Quick Reference Guide: Errors & Warnings.

RFP Section	Requirement	Symphony Location	Logic / Key Action
SF-33	Solicitation Offer	Solicitation Details → Submission Documents	Upload signed SF33/30 and Continuation Pages for each solicitation.
L.3.4	Amendment 0008	N/A	No Business Factor exists; the entire submission is a response to this amendment.
	Amendment 0009 Acknowledgment	My Company → Business Factors (Under the specific RFP)	A signed copy of the SF-30 form corresponding to that exact RFP pool. Deadline: July 15, 2026 for pre-existing offerors.
Points of Contact	CM, PM, and AN Roles	Solicitation Details → Domain Overview	Assign registered users for each targeted solicitation.
L.5.1.3	Teaming Agreement (CTA/LOC)	My Company → Team Members → Documents	Upload CTA or LOC for each partner to support the arrangement.
L.5.1.4	Meaningful Relationship Commitment Letters	My Company → MRCLs → Documents	Upload supporting documents and a statement of commitment for each entity.
L.5.1.5	Representations & Certs	My Company → Business Factors → and Team Members → Business Factors	Mandatory: Claim "OASIS+ Representations and Certifications and Company Size" for Prime AND every team member in the Certifications section.
L.5.2.2.1	C-SCRM Plan (J-3)	My Company → Business Factors → Clearances	Claim Cybersecurity and Supply Chain Risk Management (C-SCRM) and upload your plan. Required for ALL offerors.
L.5.7	Cost/Price	My Company → Cost/Price	This must be claimed to pass the responsibility review. It is not required for contractors seeking a Domain Modification (H.11.3).
L.5.8.1	Professional Employee Compensation Plan	My Company → Business Factors → Human Resources	This must be claimed in My Company → Business Factors to pass the responsibility review.
L.5.8.2	Uncompensated Overtime Policy	My Company → Business Factors → Human Resources	This is a required technical claim in Business Factors.
L.5.8.3	Financial Resources	My Company → Business Factors → Financial Documents	Mandatory PDF upload in Business Factors to avoid a "Red Alert" or administrative rejection.
L.5.8.5 (UNR)	Subcontracting Plan	My Company → Business Factors → Subcontracting	Subcontracting Plans are required for OTSBs ONLY.
L.5.9	Response to Debrief	Solicitation Details → Submission Documents	Relates to Rejection of Previous Offer.
M.2.1	Scored Credits	Solicitation → Live Score	Symphony calculates your score based on the J.P-1 Matrix caps (e.g., 5-credit limit for Integrated Exp.). Project scores only calculate once the Project is linked and the corresponding Performance Factor checkbox is selected inside the submission.

RFP Section	J.P-1 Factor	Symphony Location	Logic / Key Action
L.5.2.3.1	QP - Relevance	Projects → Performance Factors	Select Relevant + Qualifying. Claim supported by NAICS/PSC codes.
L.5.2.3.2	QP - Scale	Projects → Project Details	Based on Average Annual Value (AAV) ($250K+ SB / SE and $1M+ UR) or FTEs.
L.5.2.3.3	QP - Integrated Experience	Projects → Performance Factors	Claim for projects spanning multiple functional areas or 10+ Labor Categories (LCATs).
L.5.2.3.4	QP - Management & Staffing	Projects → Project Details and/or Performance Factors	Claim for managing 3+ subcontractors (project level) or providing surge support / personnel with security clearances (domain level).
L.5.2.3.5	QP - Specialized Functional Experience	Projects → Performance Factors when the correct Domain is selected (e.g., Intelligence, R&D, Environmental).	Check the specialized experience box that matches your Domain (e.g., Intelligence, R&D).
L.5.2.3.6	QP - Multiple/ OCONUS Locations	Projects → Project Details	Quantify locations in the project details to trigger these credits.
L.5.6	Past Performance Rating	Projects → OASIS+ Continuous Open Solicitation Preference → Project Details and Performance Factors	Claim for Relevant QPs with a CPARS average >3.0.

Term	Definition
Not Started	Number of domains added. Symphony displays the Start Submission button.
Below Threshold	Number of domains with no errors or warnings below the qualifying threshold.
Ready to Submit	Number of domains with no errors or warnings that meet the threshold.
Errors	Number of domains with red alerts. These do not prevent submission.
Warnings	Number of domains with yellow alerts. These are for information only.

Issue	Logic / Fix
I fixed an asset but the alert is still red.	Alerts refresh when an action occurs inside the proposal. After fixing a business factor in "My Company," navigate into a project in your bid and click Save and Continue to trigger a re-scan.
I have multiple set-asides (e.g., 8(a), WOSB).	Symphony allows you to submit a single proposal for multiple domains under one solicitation, but ensure you follow the J.P-1 rules for each specific pool you target.
"Submit Proposal" button is missing.	Role Check: Verify you have Admin or OMPM permissions; standard users cannot submit.
I want to submit more domains later.	Open Solicitation Rules: You can only submit once per session. However, because this is an Open Solicitation, you can add more domains or resubmit corrected proposals in future windows after your current submission is processed.
No email confirmation received.	Dashboard Verification: Symphony does not send email confirmations. Your proof is the "Submitted" status and timestamp on your Dashboard

Error Message & Meaning	Technical Fix
Missing required Points of Contact The proposed Contract Manager, Program Manager, and Authorized Negotiator have not been provided.	RFP G.3.1.1.3: Go to Solicitation Dashboard Look for Points of Contact Click the Assign Icon for CM, PM, and AN roles.
Missing required documents (SF-33) The SF-33 has not been uploaded.	RFP L.5.1.1: Go to Solicitation Dashboard Look for Submission Documents Click Manage Documents Upload your signed SF-33.
Business Factor Missing: The Representations and Certifications must be provided.	RFP L.5.1.5 Go to My Company → Business Factors. Set your Solicitation Preference to any OASIS+ Continuous Open option. Select: OASIS+ Representations and Certifications and Company Size. Upload the missing document and save your claim. Repeat the above steps in My Company → Team Members as needed.

Error Message	Technical Fix
Project is not a Qualifying Project (QP)	RFP L.5.2.1: Check the "Reason" in the alert (e.g., Value, Period of Performance). Edit the project in My Company to correct the dates or values.
Invalid Score: Exceeded max number (1) of projects with a contract type of 'Collection of Task Orders'	Verify that contract types have been entered correctly in My Company → Projects/Past Performance. From the Domain Submission itself, remove projects with the CTO contract type after the first one.
Invalid Score: Exceeded max Qualifying Projects	RFP L.5.2.2: You have marked too many projects as "Qualifying." Review your list and reduce to the limit defined in the J.P-1.
Invalid Score: Factor used more than 2 times	RFP L.2.3.5: You have claimed a specific Specialized Functional Experience too often. Review projects and remove excess claims.
Project is not a Federal Experience Project	RFP L.5.3: Check the "Reason" in the alert (e.g., Value, Period of Performance). Edit the project in My Company to correct the dates or values.
Invalid Score: Exceeded the maximum number of Competitive Federal Experience Projects	RFP L.5.3: You have marked too many eligible projects as "Competitive." Review your list and reduce to the limit defined in the J.P-1.
Warning: Project (name) is not coded with a NAICS/PSC automatically determined Relevant to this Domain.	RFP L.5.2.3.1.2: If the NAICS and/or PSC have been entered correctly, this message cannot be cleared. Verify that you have provided the necessary documentation as required by the RFP.
Warning: Points exceed maximum	Advisory Only: Your points have reached the domain cap. No action is required; the system is simply informing you that extra points will not be counted.
Warning: Project (name) is within 90 days of becoming a non-compliant Qualifying Project.	RFP L.5.2.1: This message cannot be cleared because the deadline for the project's eligibility is approaching. Replace as needed or submit within the time limit.