Import Error Adobe Subscription Troubleshooting: Import Not Authorized in Xvantage for Associates

Summary:

This article explains why the “Import Not Authorized” error appears during an Adobe subscription import and how to identify and resolve reseller authorization mismatches.

Issue:

When importing an Adobe subscription using Seamless Move in Xvantage, the import fails with the error:

“You are not the authorized reseller to manage this Adobe Customer Account.”

The import cannot proceed while this error is present.

Cause:

This error occurs when the reseller associated with the Adobe Customer ID does not match the reseller attempting the import.

Common root causes:

• The Adobe customer is linked to a different reseller

• Reseller details in Adobe do not match what is configured in Xvantage

• A reseller transfer has not been completed

• Government and Commercial reseller IDs do not match for the partner

• The Adobe Customer ID is being imported under the wrong reseller account

Adobe enforces reseller authorization and blocks imports when mismatches are detected.

Resolution:

1. If the end customer exists in Xvantage:

   • Review reseller data under Connect → Tiers

   • Confirm whether the reseller matches the Adobe reseller on record

2. If the reseller does not match:

   • Perform a Change of reseller using the Seamless Move tool

   • Ensure the Adobe Customer ID is transferred to the correct reseller

3. Review Adobe Partner IDs:

   • For Government customers:

     • Verify whether Government and Commercial partner IDs match under Partnerships

     • If IDs do not match, engineering intervention may be required to align them in the Adobe API

4. Once reseller authorization is corrected, retry the Seamless Move import.