Unlock your account

If you unsuccessfully attempt to sign in to Symphony 3 times in succession, your account will be locked out for 30 minutes (Figure 1):
Figure 1 Account Locked

Note: There is no time out for the failure count, for example, if you received 2 failed sign-in attempts from 24 hours ago and tried and failed again, your account will be locked out

There are 2 ways to unlock your account:


  • Wait 30 minutes and attempt to sign in again
  • Reset your password via the sign in page or through your internal Symphony administrator

Reset your password by following the steps below:

1. From the Sign in page, click Forgot your password? (Figure 2):


Figure 2 Forgot Your Password

2. Enter your email address, click I'm not a robot (Figure 3) and follow through the reCAPTCHA verification process (Figure 4):



Figure 3 Reset Password



Figure 4 ReCAPTCHA Verification

3. If you have two-factor authentication enabled, you will be prompted to authenticate (Figure 5):



Figure 5 Verify Your Account

4. Once your account is verified and the request submitted, the following screen will be displayed (Figure 6):



Figure 6 Password Reset Email Sent


5. You will receive an email with a link to Reset your Password (Figure 7):


Figure 7 Reset Your Password


6. Enter a new password and ensure it meets all of the requirements listed before clicking Confirm (Figure 8):



Figure 8 Create New Password


7. If your new password meets the requirements listed, your password will successfully update (Figure 9):



Figure 9 Success


8. Click on the Sign in button and log in with your new password


Note: If you are still unable to sign in, please contact your internal Symphony administrator for further assistance