Summary:
This FAQ addresses common questions about Adobe licensing, order processing, VIP Marketplace migration, volume discount eligibility, consumable expiration, and pending order statuses. It explains how Adobe applies discounts, why consumables expire, the requirements for migrating VIP agreements, and the actions customers must take to complete Education and 3-year commitment orders.
Table of Contents:
Why don’t my previously purchased Adobe licenses count toward the minimum quantity required for a volume discount on a new order?
Why have I lost my Adobe consumables even though I haven’t used them?
Why can’t I import my empty Adobe VIP agreement into Xvantage™?
Why is my Adobe Education or 3‑year commitment order still pending?
Why is my new or updated Adobe 3‑year commitment order still pending?
Question 1: Why don’t my previously purchased Adobe licenses count toward the minimum quantity required for a volume discount on a new order?
Answer: Adobe discounts are applied per order, not cumulatively.
If you already have licenses and place a small add‑on order:
The new order is priced based on the quantity in that single order
Previously owned licenses are not counted toward the discount for that order
To receive a higher discount level, the minimum quantity must be met within the same order.
Question 2: Why have I lost my Adobe consumables even though I haven’t used them?
Answer:
Adobe consumables (such as Sign transactions and Stock credits) are term-based and subject to expiration.
Consumables expire on the VIP Marketplace anniversary date.
Unused consumables do not roll over to the next subscription term.
Consumables purchased during the term expire at the end of the current term, regardless of when they were purchased or how much has been used.
Question 3: Why can’t I import my empty Adobe VIP agreement into Xvantage™?
Answer: Adobe does not support the migration of empty VIP agreements.
If a VIP agreement contains no active product licenses:
The agreement cannot be migrated to VIP Marketplace.
A new subscription order must be placed to continue licensing.
Question 4: Why is my Adobe Education or 3‑year commitment order still pending?
Answer:
Education and 3-year commitment orders remain in a pending status until the end customer accepts Adobe’s Terms & Conditions.
An invitation email is sent to the customer's Adobe Admin.
The order is processed and completed only after the Terms & Conditions have been accepted in the Adobe Admin Console.
Question 5: Why is my new or updated Adobe 3‑year commitment order still pending?
Answer:
A 3-year commitment order will remain in a pending state when:
A new 3-year commitment is established, or
The minimum committed quantity is increased.
To complete the order, the customer must accept the updated Terms & Conditions in the Adobe Admin Console.