Summary:
This article explains why an Adobe subscription import may fail with the Import Not Authorized error and outlines the steps required to resolve the issue.
Issue:
When attempting to import an Adobe subscription using Seamless Move in Xvantage™, the following error message may be displayed:
“You are not the authorized reseller to manage this Adobe Customer Account.”
This error prevents the subscription import from completing successfully.
Cause:
This error occurs when the reseller initiating the import is not the reseller currently authorized by Adobe to manage the customer's subscription.
Common causes include:
The Adobe subscription is currently associated with a different reseller.
The authorized reseller recorded in Adobe does not match the reseller information in Xvantage™.
A reseller transfer has been initiated but has not yet been completed.
For Government subscriptions, the reseller information or reseller IDs do not match between Adobe and Xvantage™.
Because reseller authorization is validated directly by Adobe, the import cannot proceed until the reseller information is aligned.
Resolution:
Verify which reseller is currently authorized to manage the Adobe customer account.
If a different reseller is listed as the authorized reseller, complete the Adobe Change of Reseller process.
Confirm that the reseller information in Adobe matches the reseller information in Xvantage™.
After the reseller authorization has been updated and confirmed, return to Seamless Move and retry the import.
Note: Reseller authorization changes may take time to process. Ensure the reseller update has been completed in Adobe before attempting the import again.
Verification
After updating or confirming the reseller authorization:
Retry the import in Seamless Move.
Verify that the subscription imports successfully without the Import Not Authorized error.
If the error persists, verify the reseller assignment directly in Adobe or contact support for further assistance.