Some issues are outside Symbium's control and require you to contact your jurisdiction or a relevant state or local agency directly. Below is a list of common cases where Symbium support cannot help.
Address not found or not recognized
If your address does not exist in the jurisdiction's permitting system or GIS system, Symbium cannot add it. You will need to contact your jurisdiction to have the address added to their system.
Note that a permit record cannot be created unless the address exists in the jurisdiction's permitting system. If the address exists in the jurisdiction's system but not in Symbium, contact us and we will look into it. For more details on troubleshooting address issues, see this article.
Business license not listed or not reflecting recent renewal
If your business license has been renewed but is not yet showing as active in the jurisdiction's system of record, Symbium cannot update that information. You will need to contact your jurisdiction to update their system of record. For more details, see this article.
State license details not updated
If your state license details have changed, such as a previously expired license that has been reactivated, or updated workers' compensation information, Symbium cannot verify or update that information manually.
You will need to contact the relevant state agency to update their system of record, or wait for it to be updated automatically. For more details, see this article.
Manual plan review and interpretation
Symbium support cannot review plansets directly. However, we can guide you through how to self-troubleshoot plan-related issues. Contact support and we will point you in the right direction.
Planset stamping
Symbium does not stamp revised plan sets outside of a submission. If your project supports a revision workflow, you can obtain a new stamped plan set after completing the revision in Symbium. If revisions are not supported for your project type, contact your jurisdiction directly.
Permit issuance timeline for express workflows
For express issuance workflows where Symbium emails a permit package to the jurisdiction, the timing of invoice delivery and permit issuance is at the jurisdiction's discretion. For updates on permit status, contact your jurisdiction directly.
Scheduling inspections
Symbium does not schedule inspections. To schedule an inspection, contact your jurisdiction directly.
Updates to a permit record after issuance
For instant issuance workflows, if you need to update information on a permit record after Symbium has generated it, you will need to contact your jurisdiction directly.
Refund of city permitting fees
Symbium cannot refund or request a refund of city permitting fees on your behalf. To request a refund, contact your jurisdiction directly.
Incorrect address on a submitted application
If you applied for a permit or approval at the wrong address, Symbium cannot transfer the application or refund Symbium service fees. Service fees are non-refundable and non-transferable. You may contact your jurisdiction to request an address update on the permit record.
Project restrictions and unsupported workflows
Whether certain project types or revision workflows are supported in Symbium is at the jurisdiction's discretion. Jurisdictions control which accelerated permitting workflows are enabled. If a workflow you need is not available, or if you believe this is a bug, you can contact Symbium and we will look into it.
If your issue is not listed here and you are unsure whether Symbium can help, contact support and we will clarify.