Issue Description:
The renewal or anniversary date displayed in the platform does not match the date shown in Adobe Admin Console.
Audience / Team Responsible:
Both Sales and Support
Summary / User Symptoms:
The customer reports that the renewal or anniversary date displayed in the platform differs from the date shown in Adobe Admin Console.
Root Cause(s):
Several scenarios may cause this issue:
Scenario 1: Renewal Date Misalignment After Migration
In Q1 2024, a system issue caused some subscriptions migrated through Seamless Move to use the migration date instead of the actual Adobe renewal date.
Scenario 2: Incorrect Subscription Identified
The customer may be reviewing a different Adobe subscription than the one displayed in the platform.
Scenario 3: Platform Migration Impact
A previous platform migration may have caused a renewal date synchronization issue.
Troubleshooting Steps/Actions:
Follow these steps to fix this issue
Scenario 1: Migration Date Used Instead of Renewal Date
Create a support case and request an L2 review.
The L2 team should:
Cancel the offline subscription.
Reimport the subscription to realign the renewal date.
If invoicing discrepancies exist due to the incorrect renewal date, engage the billing team to review and correct them.
Scenario 2: Customer Is Viewing the Wrong Subscription (the customer contract on Adobe side isn’t the same as the one from our platform Xvantage)
Verify that the Adobe Customer ID in Adobe Admin Console matches the Account ID displayed in Xvantage.
Request a screenshot of the customer's Adobe Admin Console Account Overview page if needed.
Compare:
Adobe Admin Console Account ID
Xvantage Account ID
Adobe Customer IDs typically consist of a 10-digit number beginning with 100.
If the IDs do not match, identify the correct subscription and provide the correct Account ID to the customer.
If the IDs match and the issue persists, escalate the case to Engineering for further investigation.
Resolution:
Scenario 1:
Once the subscription has been reimported by Support, the renewal date will be corrected and aligned with Adobe records.
Scenario 2:
Once the correct subscription is identified, the renewal and anniversary dates should match the information displayed in Adobe Admin Console.
Communication Guidance for Sales / Support:
Scenario 1: Renewal Date Misalignment
Thank you for contacting us.
We have identified a renewal date discrepancy for your Adobe subscription. Our team is currently investigating the issue and will work to align the renewal date with the date recorded in Adobe Admin Console.
If required, we will also review any related billing discrepancies and engage our billing team to ensure accuracy.
Thank you for your patience while we resolve this issue.
Kind regards,
Scenario 2: Incorrect Subscription Identified
Dear Customer,
Thank you for contacting us.
After reviewing the subscription details, we found that the subscription currently being reviewed does not match the subscription associated with the renewal date in question.
The correct Account ID is: [INSERT ACCOUNT ID]
Please verify this subscription in Adobe Admin Console and compare the renewal date again.
If you have any additional questions, please let us know. Otherwise, we will proceed with closing the case.
Kind regards,