Audience / Team Responsible
Both Sales and Support:
Sales responsabilities: Explain product availability and purchasing options
Support responsabilities: Validate SKU status and confirm end‑of‑life details
Summary / User Symptoms:
When attempting to place, renew, modify, or migrate an Adobe subscription, the customer receives an error indicating that the line item offer has expired or is End-of-Sale (EOS). As a result, the transaction cannot proceed.
Root Cause:
This issue occurs when:
The Adobe SKU associated with the subscription is no longer active or available for sale.
Adobe has retired, discontinued, or replaced the product offering.
The SKU has reached its End-of-Sale (EOS) date.
Expired or EOS SKUs are not eligible for renewal, migration, or modification in Xvantage or through Seamless Move processes
Troubleshooting Steps / Actions:
Validate the SKU Status
Confirm whether the SKU is End‑of‑Sale or expired in the platform.
Confirm Product Availability
Check for a replacement SKU or supported alternative offering.
Advise on Next Steps
If the SKU is EOS:
Migration or renewal is not possible.
Customer must purchase a new subscription using an active SKU.
Proceed with New Order (If Applicable)
Sales assists the customer in selecting a supported Adobe product and placing a Net New order.
Resolution
Once an active replacement SKU or supported product has been identified, the customer can continue service by purchasing a new subscription. End-of-Sale and expired Adobe offerings cannot be renewed, migrated, or modified.
Communication Guidance for Sales / Support:
Use the following response when communicating with customers:
The subscription you are attempting to process contains a product that is no longer available for sale or has reached its End-of-Sale (EOS) date. Adobe does not support renewals, modifications, or migrations for expired or EOS offerings. To continue service, a new subscription must be purchased using an active product. We can help identify available replacement options and assist you with placing a new order.