Adobe Subscription & Renewal Management Troubleshooting Guide: How to Order an Adobe VIP Marketplace Subscription with 3 Year Commitment (3YC) in Xvantage™

Audience / Team Responsible

Primary Audience: Sales and Support Teams

• Customers and resellers place orders through Xvantage.

• Sales teams can assist with product selection, licensing quantities, and 3YC configuration.

• Support assistance is typically not required unless a platform-related issue occurs.

Summary / User Symptoms:

A customer wants to purchase a new Adobe VIP Marketplace subscription with a Three-Year Commitment (3YC) in Xvantage and needs guidance on correctly configuring the order and activating the commitment.

Root Cause:

• Customers may be unfamiliar with the 3YC enablement option during the order flow.

• A 3YC order remains pending until Adobe Terms & Conditions are accepted in the Adobe Admin Console.

• If the T&Cs are not accepted within 7 days, Adobe automatically cancels the 3YC request.

Issues typically occur when:

• The 3YC option is not selected during checkout.

• The customer is unaware of the minimum license requirements for 3YC eligibility.

• The Adobe Admin User does not accept the 3YC Terms & Conditions in the Adobe Admin Console.

• The Terms & Conditions are not accepted within 7 days, causing Adobe to automatically cancel the 3YC request.

Troubleshooting Steps / Actions:

1. Sign In and Select Product

   1. Log in to Xvantage.

   2. Search for the desired Adobe product.

   3. Filter results by Subscriptions.

   4. Select an Adobe VIP Marketplace product (Commercial only).

   5. Select the required product options.

2. Configure Quantity and Enable 3YC

   1. Enter the desired license quantity.

      • Orders with 10 or more licenses are eligible for 3YC.

   2. Select Enable 3-Year Commitment (3YC).

   3. Ensure the license quantity meets the minimum requirement for the selected discount level:

      • Level 12: Minimum 10 licenses

      • Level 13: Minimum 50 licenses

      • Level 14: Minimum 100 licenses

3. Assign the End Customer

   1. Open the shopping cart.

   2. Select an existing customer or choose Add End Customer.

   3. Enter the customer details and select Save.

   4. Review and associate the appropriate agreement.

   5. Select Checkout.

4. Complete Order Details

   1. Enter the required reseller and end-customer information.

   2. Specify the Adobe Admin User email address.

      • Adobe will send onboarding and activation instructions to this user.

   3. Select Save & Continue.

   4. Review the order details.

   5. Enter a PO number, if applicable, and select Place Order.

5. Activate the 3YC Commitment

After the order is submitted, the Adobe Admin User must:

1. Sign in to the Adobe Admin Console.

2. Review and accept the 3YC Terms & Conditions.

Important:

• The order remains in a pending state until the Terms & Conditions are accepted.

• If the Terms & Conditions are not accepted within 7 days, Adobe automatically cancels the 3YC request.

Resolution:

Once the order has been placed and the Adobe Admin User accepts the 3YC Terms & Conditions in the Adobe Admin Console, the subscription is successfully provisioned with the Three-Year Commitment applied.

Communication Guidance:

Use the following response when assisting customers:

To place an Adobe VIP Marketplace subscription with a Three-Year Commitment (3YC), ensure the order includes the required minimum number of licenses and that the Enable 3-Year Commitment (3YC) option is selected during checkout. After the order is submitted, the Adobe Admin User must sign in to the Adobe Admin Console and accept the 3YC Terms & Conditions within 7 days. Once accepted, the subscription will be provisioned with the Three-Year Commitment applied.