Frequently Asked Questions (FAQ) on Adobe Subscriptions in Xvantage™

Summary:

The FAQ aims to help users better understand Adobe’s policies and smoothly manage their subscriptions within the Adobe ecosystem.

This article provides concise answers to the most frequently asked questions about Adobe subscriptions, renewals, licensing behavior, pricing, and administrative processes. It covers key topics such as optimal renewal timing, return windows, downsizing procedures, subscription visibility, pricing discrepancies, discount rules, consumables expiration, and requirements for Education and 3-year commitment orders.

When is the best time to set my next renewal quantity?
How long do I have to return a renewal?
What happens if I want to change or cancel my renewal within 72 hours of renewal?
How do I downsize after renewal?
Why do I see double quantities in my Admin Console after renewal?
Why does the Admin Console say my license will expire even though I renewed it?
Why do I still see my subscription after turning auto-renewal off?
Why is the renewal price different from the one I quoted to my customer?
Why can’t I create a new 1-year subscription for an existing customer (like with Microsoft)?
Why isn’t my discount applying when I add products to reach the minimum quantity?
Why have I lost my consumables even though I haven’t used them?
Why can’t I import my VIP agreement into the marketplace?
Why is my Education or 3-year commit order still pending?
Why is my new 3-year commit enrollment order still pending? Why is my existing 3-year commit order pending, when increasing the minimum license?
Can I migrate, transfer, or import Adobe subscriptions even if auto-renew is turned off?
Can I view the renewal quantities and upcoming renewal details for my Adobe VIP Marketplace subscriptions in Xvantage?
Why can I not decrease seats?

Question #1: When is the best time to set my next renewal quantity?

Answer: The best time to set your next renewal quantity is between 30 and 4 days before the subscription anniversary date.

Setting the renewal quantity during this window ensures:

There is enough time for the renewal details to be processed
Any required changes are sent to Adobe before the renewal occurs
You avoid last‑minute restrictions or renewal locks close to the anniversary date

Making changes too close to the anniversary date may prevent updates from being applied in time for renewal.

Question #2: How long do I have to return a renewal?

Answer: You have 14 days after renewing your subscription to return it.

Question #3: What happens if I want to change or cancel my renewal within 72 hours of renewal?

Answer: During the last 72 hours before renewal, your subscription is locked, and renewal details have already been sent to Adobe. You can no longer make changes, but once the renewal is completed, you can return the renewal order within 14 days.

Question #4: How do I downsize after renewal?

Answer: Adobe does not allow partial returns on renewed subscriptions. You must first place a new order with the correct quantity, then return the renewal order within the 14-day return window. If you have a 3-year commitment (3YC), it is mandatory to place the new order first, since the system will not allow you to go below your committed quantity.

Question #5: Why do I see double quantities in my Admin Console after renewal?

Answer: If your renewal requires a manual change, you may temporarily see both the new and old quantities. The previous year’s licenses remain visible during the 30-day grace period and will disappear afterward.

Question #6: Why does the Admin Console say my license will expire even though I renewed it?

Answer: This occurs when you partially renewed your subscription. The message simply indicates that some products were not renewed and are scheduled to expire. Only the products not included in the renewal are affected.

Question #7: Why do I still see my subscription after turning auto-renewal off?

Answer: When auto‑renewal is turned off, the subscription enters an evergreen state.

This means:

All products are returned at the end of the term
The subscription remains active with zero quantity
Adobe does not delete subscriptions

You can reactivate the subscription at any time by adding new products.

Question #8: Why is the renewal price different from the one I quoted to my customer?

Answer: Renewal prices reflect current active Adobe pricing at the time of renewal. If Adobe has made a price change by your anniversary date, the new price applies.

Best practice: Always create a new quote when sending a renewal quote. If in doubt, contact your Sales Representative.

Question #9: Why can’t I create a new 1-year subscription for an existing customer (like with Microsoft)?

Answer: With Adobe, all products are managed under a single subscription per type (commitment or consumables). To add more products, go to the existing subscription and click “Change” to add them.

Question #10: Why isn’t my discount applying when I add products to reach the minimum quantity?

Answer: Adobe discounts are applied per order, not cumulatively.

If you already have licenses and place a small add‑on order:

The new order is priced based on the quantity in that single order
Previously owned licenses are not counted toward the discount for that order

To receive a higher discount level, the minimum quantity must be met within the same order.

For example, if you already have 9 licenses and add 1 more, you reach 10 (eligible for Level 2 pricing) but the new order of 1 license remains at Level 1 pricing, as it didn’t reach Level 2 within the same order.

Question #11: Why have I lost my consumables even though I haven’t used them?

Answer: Consumables (Sign transactions, APIs, Stock Credit Packs) are time-limited assets that expire at your VIP Marketplace anniversary date.

If you purchase consumables with only 6 months left in your agreement, you’ll have 6 months to use them. They do not roll over to the next term. To avoid losses, purchase only the quantity needed within the remaining term.

Question #12: Why can’t I import my empty VIP agreement into the marketplace?

Answer: If your VIP agreement is empty, it cannot be migrated. Adobe does not support importing empty VIP agreements, a new subscription order must be placed instead.

Question #13: Why is my Education or 3-year commitment order still pending?

Answer: For these order types, the end customer must accept Adobe’s Terms & Conditions in the Adobe Admin Console. An email invitation is sent automatically. The order will be completed only after the customer accepts.

Question #14: Why is my new 3-year commitment enrollment order still pending? Why is my existing 3-year commitment order pending, when increasing the minimum license?

Answer: A 3‑year commitment order remains pending when:

A new 3‑year commitment is created, or
The minimum committed quantity is increased

In both cases, the customer must accept the updated Terms & Conditions in the Adobe Admin Console before the order can complete.

Question #15: Can I migrate, transfer, or import Adobe subscriptions even if auto-renew is turned off?

Answer: Adobe subscriptions can now be migrated, transferred, or imported even when auto‑renew is turned off. This enhancement removes previous restrictions, allowing smoother subscription movements and eliminating operational barriers for customers and associates.

Question #16: Can I view the renewal quantities and upcoming renewal details for my Adobe VIP Marketplace subscriptions in Xvantage?

Answer: Yes. Xvantage now displays renewal quantities for your Adobe VIP Marketplace subscriptions, including the products and number of seats scheduled to renew on the subscription’s renewal date. This gives you early visibility into upcoming renewal pricing and helps you start renewal discussions with your end customers sooner.

Question #17: Why can I not decrease seats?

Answer: You can only decrease the number of seats in your Adobe Cloud subscription at the subscription auto-renewal date, and auto-renew must be enabled. Decreasing seats immediately is not allowed after the initial 14-day period following your order or renewal.

To decrease seats:
• Go to My Business > Subscriptions in Xvantage
• Select your subscription and choose Change
• Select "On subscription auto-renewal day" and apply changes
• Adjust the quantity, then place the order

You cannot increase and decrease at the same time, and changes are only possible before the scheduled order is complete.