Audience / Team Responsible:
Both Sales and Support
Summary / User Symptoms:
A customer reports that the renewal date or anniversary date displayed in Xvantage does not match the date shown in the Adobe Admin Console.
Root Cause(s):
Several scenarios can cause a date mismatch:
Scenario 1: Seamless Move Migration Date Is Displayed as the Renewal Date
In Q1 2024, some subscriptions migrated through the Seamless Move process were assigned the migration date as the renewal date instead of the Adobe anniversary date.
Scenario 2: Incorrect Subscription Is Being Reviewed
The customer may have multiple Adobe subscriptions and is comparing dates for a different subscription than the one displayed in Xvantage.
Scenario 3: Account or Subscription Mapping Issue
The Adobe Customer ID associated with the subscription may not match the Customer ID linked to the subscription in Xvantage.
Troubleshooting Steps/Actions:
Follow these steps to fix this issue
For Scenario 1 (migration date is used for renewal date):
Raise a ticket to support and request the L2 team to realign the subscription renewal date by cancelling offline the subscription and then reimporting it
Due to the renewal mismatch, support will also need to raise a ticket to the billing team to correct the invoicing discrepancy
Scenario 1: Migration Date Used as the Renewal Date:
Verify that the subscription was migrated using the Seamless Move process.
Raise a ticket to support and request the L2 team to realign the subscription renewal date by cancelling offline the subscription and then reimporting it
Due to the renewal mismatch, support will also need to raise a ticket to the billing team to correct the invoicing discrepancy
For Scenario 2 :
Scenario 2: Incorrect Subscription Identified (the customer contract on Adobe side isn’t the same as the one from our platform Xvantage):
Always check if the Adobe Customer ID from the Adobe Admin Console is matching the Adobe Customer ID from our platform, if a screenshot is provided please identify and compare thoses IDs, on Adobe Admin Console it’s named ACCOUNT ID
and the format is 10 Digit starting with 100 on our Adobe Reseller Console it is named the same, if you can detect a mismatch please flag it, if you can’t detect it, instruct the customer to send you his screenshot of the Account overview page from Adobe Admin Console https://adminconsole.adobe.com/ and compare it with the Account ID in our platform here is the screenshot of our platform
If it’s not the same then inform the customer what is the right subscription ID for the renewal date he is looking for.
If both account IDs are the same, raise a ticket to support team and escalate to engineers for further investigation.
Scenario 3: Account Details Match but Dates Still Differ
Confirm that the Adobe Customer ID and Account ID match across both systems.
Verify that the subscription being reviewed is correct.
If the IDs match and the issue remains unresolved, create a support ticket and escalate the case for further investigation.
Resolution:
Scenario 1:
Once the subscription data has been corrected, the renewal date in Xvantage will align with the Adobe anniversary date.
Scenario 2:
After the correct subscription is identified, the apparent date mismatch is resolved.
Scenario 3:
Engineering or Operations teams will investigate and correct any underlying synchronization or mapping issues.
Communication Guidance for Sales / Support:
Scenario 1: Date Misalignment Caused by Migration
Thank you for bringing this to our attention. We have identified a discrepancy between the renewal date displayed in Xvantage and the anniversary date recorded by Adobe. We are reviewing the subscription and will work to align the dates as needed. If required, we will also engage our Billing team to address any related invoicing impacts.
Scenario 2: Incorrect Subscription Viewed
Thank you for contacting us. After reviewing the subscription details, we found that the renewal date being referenced belongs to a different Adobe subscription. Please verify the Adobe Customer ID associated with the subscription in question. Once the correct subscription is identified, the dates should align as expected.
Scenario 3: Further Investigation Required
Thank you for reporting this issue. We have verified the subscription details and are conducting a deeper investigation into the date discrepancy. We will provide an update as soon as additional information becomes available.