Audience / Team Responsible:
Both Sales and Support:
Customer / Reseller: Performs the self-service subscription import and license addition.
Sales: May assist with the import process and submit a change order if needed.
Support: No action is required for this scenario.
Summary / User Symptoms:
The customer reports that their Adobe subscription appears to be terminated and is unsure how to restore access or add licenses.
Root Cause:
Adobe subscriptions are never permanently deleted.
When all products or licenses are removed, the subscription enters an inactive or zero-quantity state, which may appear as "terminated."
Even in this state, the subscription can still be imported and reactivated.
Troubleshooting Steps / Actions:
Do NOT raise a Support case
This scenario does not require Support intervention.
Import the Subscription Using Seamless Move
Navigate to Seamless Move → Import
Import the Adobe subscription into the Ingram Micro Marketplace.
Place a Change Order to Add Licenses
After the subscription has been imported:
Create a Change Order to add the required licenses.
Once the licenses are added, the subscription will automatically return to an active state.
Communication Guidance for Customer:
If your Adobe subscription appears to be terminated, it can still be reactivated. Import the subscription into the platform using Seamless Move and add licenses through a change order. Once the licenses are added, the subscription will become active again.