Check the status and details of your Adobe 3-year commitment.
You can check your 3-year commitment (3YC) in the SoftwareOne Marketplace in two places: the Adobe tab, which shows the commitment as Adobe currently records it, and the Parameters tab of your agreement.
To view your 3YC on the Adobe tab:
Go to Marketplace > Agreements.
Select the Adobe agreement.
Find out why an Adobe order can stay in Processing status for a while.
Most Adobe orders complete within minutes, but some take longer. While an order is in Processing status, the agreement shows Updating, and you cannot place another order for it.
An order can stay in Processing status a little longer when:
Adobe is still completing its part of the order. The SoftwareOne Marketplace checks the order again regularly until Adobe confirms it.
The order returns licenses from several orders. Returns are placed one after another, so each one has to complete before the next starts.
Adobe is temporarily unavailable. The order is retried automatically.
You don't need to do anything. The order completes automatically, or shows an error if it cannot be completed.
If an order is still in Processing status after its Order processing deadline, typically 30 days after it was placed, it fails. Contact SoftwareOne if an order is in Processing status for more than a few days.
Select the Adobe tab, then select 3-year commitment.
The page shows your Current commitment, any Commitment request, and any Recommitment request, each with its status and minimum quantities. For more details, see Your Adobe account.
To view your 3YC on the Parameters tab:
Go to Marketplace > Agreements.
Select the Adobe agreement.
Select the Parameters tab. The 3YC details are in the Fulfillment section.
The following table describes the 3YC details:
3-year commitment active
Shows COMMITTED when your 3YC is active. Your 3YC becomes active when you have accepted the invitation and reached your minimum quantities. From then on, your prices use the 3YC discount level. The field is empty until then.
3-year commitment start date
The date your 3YC began. It is filled in when your 3YC becomes active. The 3-year period is counted from this date.
3-year commitment end date
Learn about the impact of terminating your Adobe subscription.
You can terminate an Adobe subscription only while all of its licenses are within the 14-day return window.
If all licenses are within the return window
In the SoftwareOne Marketplace, the subscription is canceled: its status changes to Terminated and auto-renewal is turned off.
In the Adobe Admin Console, the subscription is removed and its licenses become unavailable to users.
You receive a credit for the returned licenses, at the price in effect when the return is processed.
Invoices are issued every Monday and cover the previous week (Monday to Sunday).
If you order and terminate within the same billing week, you aren't charged.
If you terminate in a later billing week, you're charged on the invoice for the week of your order and credited on the invoice for the week of your termination. For example, if you order on a Friday and terminate the following Tuesday, you're charged on the next Monday's invoice and credited on the Monday invoice after that.
If any license is outside the return window
The termination order is refused, with the message "Cannot return the entire quantity of all subscriptions in this order. Consider disabling auto-renewal for these subscriptions instead using a Configuration Order."
To stop the subscription, turn off auto-renewal with a configuration order. Your licenses stay available until your anniversary date and then expire, with no refund. For more details, see .
To return just the licenses that are still within the window, reduce the subscription's quantity instead. For more details, see .
When SoftwareOne sends you an invitation for your 3-year commitment (3YC), you receive an email from Adobe and a notification in your Adobe Admin Console.
This invitation includes information about the 3YC program.
To receive and accept the invitation, you must have access to the Adobe Admin Console. Additionally:
You must be an active administrator. If you are not an active administrator when the 3YC invitation is sent, you will not receive it.
If there are multiple administrators in the Adobe Admin Console, all of them will receive the invitation and can take action on it.
3YC invitations are sent to administrators based on their roles. Therefore, it is not possible to include or exclude specific individuals from receiving the invitation.
Accepting the invitation involves reviewing the program details, including terms and conditions, and confirming the acceptance.
To accept the invitation
Open the 3-year commitment email from Adobe, usually sent from message@adobe.com.
Select Review offer. You'll be directed to the Adobe Admin Console.
Sign in to the console. Then, do one of the following:
In the 3-year commit message at the top, select View details.
Go to Account overview and select Join now.
On the Accept 3 Year Commit page:
Under Accept Terms and Conditions, select the checkbox to confirm that you have read the terms and conditions.
Select Accept 3 Year Commit. Note that the option is enabled only after selecting the checkbox.
After you accept the invitation, SoftwareOne updates your 3-year commitment details in the SoftwareOne Marketplace.
Reach your minimum within 30 days. Your 3-year commitment becomes active when you hold at least the minimum quantities you committed to. The smallest possible commitment is 10 licenses or 1000 consumables. Adobe gives you 30 days after you accept to reach your minimum.
Orders waiting for your acceptance continue. While an invitation is waiting, orders for your account pause in Querying status. After you accept, open each paused order and select Process.
Your prices change. When your 3-year commitment is active, prices are adjusted to your committed discount level.
You can check your 3-year commitment at any time on the Adobe tab of your agreement. For more details, see .
Find out why an Adobe order is paused in Querying status and what to do.
An order moves to Querying status when it needs an action from you before it can continue. The order's General tab explains what is needed.
The following table describes the most common reasons and what to do:
The date your 3YC ends, 3 years after the start date.
Minimum committed licenses and Minimum committed consumables
The minimum quantities of your active 3YC.
3-year commitment request status
The status of your 3YC invitation. REQUESTED means the invitation was sent but not yet accepted. ACCEPTED means you accepted it, but haven't reached your minimum quantities yet. The field is empty when no invitation is pending.
Commitment request minimum licenses, Commitment request minimum consumables, Commitment request start date, and Commitment request end date
The details of a pending invitation, including a request to increase your commitment.
3-year recommitment request status
The status of an invitation to commit for another 3 years. It applies only when your current 3YC is nearing its end.
Recommitment request minimum licenses, Recommitment request minimum consumables, Recommitment request start date, and Recommitment request end date
The details of a pending recommitment invitation.
Your education sub-segments are not selected. Adobe needs them for Education accounts.
Select your sub-segments in the Adobe Admin Console, then select Process on the order. For more details, see .
Adobe rejected your company name, address, or contact details.
Correct the field named on the order, then select Process.
The agency type is missing (Large Government Agencies).
Select Federal or State, then select Process.
Your VIP membership number could not be used (migrations).
Check and correct the membership number, then select Process. If Adobe is still migrating the account, wait and try again later.
An order waiting in Querying status doesn't fail because of its Order processing deadline. The deadline is cleared while the order waits, and a new one is set when you select Process. Complete the action the order asks for as soon as you can, so that your order goes ahead without delay.
For more details, see Common error messages.
Your 3-year commitment invitation is waiting. While an invitation is waiting for your acceptance, orders for your account pause.
Accept the invitation in the Adobe Admin Console, then select Process on the order. For more details, see .
Adobe requires all customers with VIP Marketplace accounts in the Education segment to select their education sub-segments.
When setting up a new education-segment account or when placing orders against an existing one, you must choose your Education sub-segments in the Adobe Admin Console. This task only needs to be completed once.
Adobe enforces a mutually exclusive relationship between the sub-segment groups:
You can select K-12, Higher Education, or both.
You can select Non-Profit, but not in combination with K-12 or Higher Education.
To select your sub-segments:
Sign in to the Adobe Admin Console.
On the Required action: Confirm type of organization page:
Select the sub-segments applicable to your organization.
Select Confirm and continue.
If you have an order with a Querying status in the Marketplace, open the order, then select Process. For instructions, see .
