Audience / Team to Handle:
Customer / Reseller: Primary user of this workflow (self‑service)
Sales: May assist the customer by reviewing order status and advising next steps
Support: Break‑fix only
Purpose / When to Use This Guide:
This guide explains the key checks to perform when an order in Xvantage for Associates remains in a Pending status. Pending orders can occur for several reasons, including credit issues, missing activation forms, or vendor‑specific requirements.
This guide covers:
Universal checks (apply to all orders)
Adobe‑specific checks
Other vendor/product‑specific checks
Prerequisites / Requirements:
Access to Xvantage for Associates
Order ID or subscription details
Customer/reseller account information
Universal Checks (Apply to ALL Orders)
These checks should always be performed first, regardless of the product.
1.1. Check if the Reseller Account Is on Credit Hold
If the reseller is on credit hold, new orders cannot be processed.
Customer or Sales must contact the cloud credit team to resolve the hold.
Support cannot override credit holds
1.2. Check if the Reseller Has Exceeded Their Credit Limit
If the reseller is over their credit limit or has insufficient balance, the order will remain pending.
Customer or Sales must resolve the credit limit issue (paying overdue invoices or requesting credit limit increase from cloud credit team)
Once resolved, the order typically processes automatically.
1.3. Check for Pending Activation Forms
Some products require an activation form before provisioning can begin.
How to identify this:
On the order page, a yellow banner appears stating: “Please add additional required information to proceed with the order.”
Clicking the link (e.g., Configure services) opens the pending activation form.
Action: The customer must complete the activation form before the order can proceed.
Example image of where the form will be accessible:
This is especially common for Adobe Education SKUs (see Adobe section below).
Adobe‑Specific Checks (Only When Applicable)
Adobe orders have several unique requirements that can cause orders to remain pending.
2.1. Customer Requested 3YC but Has Not Accepted the Terms & Conditions
If the customer selected a 3‑Year Commitment (3YC) during the order, Adobe requires the customer to accept the 3YC Terms & Conditions in their Adobe Admin Console.
Until the customer accepts the agreement:
Adobe will not provision the subscription
The order will remain Pending in Xvantage
No action from Ingram Micro can override this
Action: Customer must log into the Adobe Admin Console and accept the 3YC terms.
2.2. Educational Subscriptions Missing Market Sub‑Segment (HED, K‑12, NFP)
For Adobe Education SKUs, the customer must have the correct Market Sub‑Segment configured in their Adobe account:
HED – Higher Education
K‑12 – Primary/Secondary Education
NFP – Non‑Profit
If the customer’s Adobe account does not have the correct sub‑segment set:
The order will remain Pending
Xvantage will display a yellow banner requiring additional information
Clicking the link opens an activation form where the customer must select the correct sub‑segment
Action: Customer must complete the activation form in Xvantage with the correct sub‑segment. If the sub‑segment is incorrect in Adobe, the customer must update it in their Adobe Admin Console.
Note: If the customer already has a market subsegment that’s different from what they are trying to purchase, a support case will need to be raised to Adobe for them to reset the market subsegment and then the customer can proceed to set this up again in their Adobe account.
Next Steps Based on Findings
If the issue is credit‑related:
Customer or Sales must resolve with the cloud credit team.
If an activation form is pending:
If no cause is visible:
Support may investigate further only if:
The platform is preventing the customer or sales from completing the required action
There is a break‑fix scenario (e.g., system error, platform failure)
All basic troubleshooting has been done but the cause for the order pending needs further investigation from support