Import Error Adobe Subscription Troubleshooting: OPEN_PURCHASE_AUTH in Xvantage™

Summary:

This article explains why the OPEN_PURCHASE_AUTH error occurs during an Adobe subscription import and provides steps to resolve the issue.

Issue:

When attempting to import an Adobe subscription using Seamless Move in Xvantage™, the following error message may be displayed:

“Customer is not eligible for transfer. Reason: OPEN_PURCHASE_AUTH”

This error prevents the subscription from being imported successfully.

In some cases, additional options such as Expire Open Purchase Authorization or Ignore Order Return may be available during the import process.

Cause:

The OPEN_PURCHASE_AUTH error occurs when Adobe detects one or more open purchase authorizations associated with the subscription.

An open purchase authorization may indicate:

• A pending order that has not yet been completed.

• An unpaid transaction.

• An order that is still within Adobe's return window.

• A purchase authorization that has not been finalized or closed.

While any open purchase authorization exists, Adobe considers the subscription to be in an unsettled state and blocks transfers and imports.

Resolution:

1. Sign in to the Adobe Admin Console.

2. Review the subscription for:

   • Pending orders

   • Unpaid transactions

   • Open purchase authorizations

   • Orders still within the return period

3. Resolve any outstanding items by taking the appropriate action:

   • Complete and pay for pending orders.

   • Close or cancel open purchase authorizations.

   • Complete any active return processes.

   • Allow the return window to expire, if applicable.

4. If available and appropriate, select Expire Open Purchase Authorization during the import process to remove the restriction.

5. Return to Xvantage™ and retry the Seamless Move import.

Important: Only use Expire Open Purchase Authorization after confirming that any pending authorizations are no longer required.

Verification

After all open purchase authorizations have been resolved:

1. Retry the import in Seamless Move.

2. Confirm that the subscription imports successfully without the OPEN_PURCHASE_AUTH error.

3. If the error persists, review the Adobe Admin Console for any remaining open authorizations or contact Adobe Support for assistance.