Invalid username and password error

When logging into Symphony, users may experience an Invalid username and password error where a password reset does not work (Figure 1):

 

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Figure 1 Error

 

The likely cause of this error is when the username and email address don't match and this causes confusion for the end user. Some firms may have both the username and email address set with the same value, however it is possible the username is just the first part of the email address without the domain details, e.g. john.smith@companyabc.com

 

To resolve this:

 

1. Check with your internal IT team to see if any issue with your account

 

2. Ask them to confirm the username and email address value in the account

 

3. Depending where you are logging in from:

 

  • Chrome/Symphony Desktop Application (SDA): Use the username value
  • Symphony mobile app: Use the email address value
  • If your company has Single Sign-On (SSO) enabled: Check with your internal IT team

Please refer to the Knowledge Article found here on how to troubleshoot Symphony login issues.