Adobe VIP MP Migration Tool
- Panagiotis Papanastasiou
For your Adobe Resellers to migrate their existing Adobe VIP customers along with their subscriptions to both the Adobe VIP MP channel as well as to the interworks.cloud BSS, we have implemented a migration tool that is analyzed on this page.
Accessing the Tool
To access the Adobe VIP MP Migration Tool, the Adobe reseller has to Log In to the Storefront, and from the profile icon, they must select the My Account option.
On the My Account page that opens up, they can locate the section Adobe Services at the end. Next to each Adobe instance, they have registered as Adobe resellers, they can witness the enabled Migrate to Adobe VIP MP button.
Therefore, if more than one Adobe instances are available, they can choose from which instance they wish to begin the migration of their customers to the BSS platform.
By clicking on the “Migrate to Adobe VIP MP“ button, Adobe resellers are redirected to the migration tool's page from the instance they have chosen.
Checking Customer’s Eligibility Step 1
After opening the migration tool from the corresponding instance, Adobe resellers land on the first step of the migration process called “ID Check“. Here, they are presented with a text field that requests their customer’s (Adobe) VIP ID, which is necessary to check whether that Adobe customer is eligible to be transferred to the Adobe VIP MP channel, and at the same time, it is required by our tool to begin the migration of that customer, if everything checks-out.
When the tool’s page appears, a pop-up verification window is displayed to notify users of specific scenarios that need attention because they can affect the migration process.
Once the Adobe resellers acknowledge the pop-up window by checking the checkbox “I have read and understand the procedure after this step, “ they can continue the migration process by providing the customer’s VIP ID.
Once the Adobe resellers have provided their customer’s VIP ID in the text field mentioned above, they can click on the (enabled) Next button for the check to be initiated so that they can proceed to the second step of the migration process.
If the provided Customer VIP ID is not eligible for transfer to the VIP MP channel, then the following message will appear on the first step of the migration process.
However, several errors, returning mostly from Adobe and also from our platform, are displayed based on the tool’s step they are currently on. A complete list of errors along with their corrective actions is available at the end of this page.
Migrating Adobe Customers Without any Active Adobe Services
After the release 3.28.182, the Adobe VIP MP Migration Tool allows the migration of Adobe customers without an active Adobe service, regardless of whether they have an Anniversary Date or not. When such a customer is migrated, the system moves to the second step (analyzed below), which involves previewing customer services. However, since there are no services available, the user can click the Next button to proceed directly to the third step (analyzed below). This third step requires determining whether the customer is an existing user of our platform or a new one. In this instance, the customer will always be classified as new. Therefore, the user must select the "New Customer" option and click the Next button again to continue. After that, the user can move on to the final fourth step, which is the actual migration process.
Previewing the Customer’s Services for Migration Step 2
Your Adobe resellers can proceed to the second step of the migration process only when:
The provided “Customer VIP ID“ is eligible to be transferred.
And the services in the VIP channel can be sold from the reseller. To enforce this rule, the following checks are applied for the services found in the VIP channel.
Once the provided customer’s VIP ID is checked, after the Next button is clicked, and the ID is both eligible for migration to the VIP MP channel as well as eligible for import to the BSS and Storefront, Adobe resellers can proceed to the second step of the migration process called “Services Preview”. Here, they are presented with a preview list containing their customer’s Adobe service(s) (add-ons) that will be transferred to the Adobe VIP MP channel.
The overview list is comprised of the following three columns:
Name: In this column, the names of the customer’s services(add-ons) of the Adobe reseller are presented.
Code: In this column, the codes of each service(add-on) are presented. (The Code is shown with its first eight digits to represent the actual product matched and not its pricing level.)
Quantity: In this column, the amount of licenses for each service(add-on) is presented.
By acknowledging the list of Adobe service(s) (add-ons) while clicking on the Next button, the Adobe reseller proceeds to the third step of the migration process.
Selecting a Customer Type STEP 3
The third step of the process requires the Adobe reseller to select the Customer Type for the migration. There are two options from which to choose. The first choice is the “Existing Customer” radio button which is pre-selected by default, and under the drop-down menu, Adobe resellers can find all their customers billed from them (regardless of their Adobe sync status). The second choice is the “New Customer” radio button for migrating a new customer to both the Adobe VIP MP channel as well as to BSS and Storefront.
Existing Customer | New Customer |
|---|---|
Only customers who are unsynced (or failed) for this Adobe Instance can be selected, by selecting this choice. Our system does not update anything on the customer’s account/contact from the information it gets from Adobe. The only information that is updated is the account’s external ID for the Adobe Instance selected. It is considered the reseller’s responsibility to select wisely the correct customer from the drop-down menu because if a wrong customer is selected the process cannot be reversed. | By selecting this choice, a new customer will be created in our systems, meaning that an account and a contact will be created in BSS as per the following steps. All the required information regarding the account's and contact’s creation will be retrieved from the respective and available information found in the customer’s Adobe account. |
Initiating the Migration Process STEP 4
After the Adobe reseller defines the above steps and clicks the Next button, the actual migration process begins its execution.
During the execution, the following flow occurs. The Adobe reseller’s customer is transferred to the Adobe VIP MP channel, and then the process creates an account along with a contact in BSS. Finally, the customer’s Adobe subscription is added to BSS, followed by the services (add-ons) contained within that subscription.
The flow of the migration execution processes is the following (depending on the customer type choice from the previous 3rd step):
Existing Customer:
The Adobe reseller’s customer and his subscription are transferred from the Adobe VIP channel to the Adobe VIP MP channel.
The subscription and its service(add-on) are created under the existing customer's account in the BSS and become visible in the Storefront.
New Customer:
The Adobe reseller’s customer and his subscription are transferred from the Adobe VIP channel to the Adobe VIP MP channel.
A BSS account and contact are created automatically for the new customer since he becomes registered to BSS and Storefront.
The subscription and its service(add-on) are created under the existing customer's account in the BSS and become visible in the Storefront.
“Customer VIP ID” Available and Visible Inside the End Customers BSS Account Sync Options After a Successful Migration
For Adobe accounts that are created in our BSS portal and are successfully synchronized by the Adobe Migration Tool, the Account Sync Options in the BSS will display the Customer VIP ID that was used in the Adobe Migration Tool.
You can check the Ordering an Adobe Product | OrderinganAdobeProduct OrderingfromCloudBSS page for more information.
Error Messages & Corrective Actions
Sometimes something may go wrong either during the actual transfer or during the creation of entities in our systems. Therefore, a “Try again” action is available on the final step of the Tool, which retries to proceed with the process from the point it was aborted and onwards.
Please note that every time one of the following errors has next to it a down arrow ““, it means that the message is expandable and contains further information. Upon clicking on that down arrow, the details are displayed.
In the following table, Adobe resellers can find specific explanations and corrective actions for each possible error that might be displayed during the steps of the migration process.
Errors Generated from our System | ||
Step of Appearance | Error Messages & Proposed Corrective Actions | Reasons for Error Messages |
All | Forbidden! Code 403 | The website cookie has expired. |
All | Your session has expired. Please redirect to Marketplace in order to access the Migration Tool again. | The website session token has expired. |
1st | An error occurred during the eligibility check. Please try again. | A generic error appears when none of the other “1st step” errors apply. |
1st | The account transfer for “MembershipID” is not eligible as “SKUID1”, “SKUID2”, were not found in the list of services you can resell. Please contact your distributor. | The customer’s product IDs (SKUs) from Adobe are not the same as the ones we offer based on our database. |
1st | Customer already transferred. | The customer has already been transferred. If Distributors require further clarifications concerning this error message, they have to contact Adobe’s support department. |
3rd | You cannot proceed with “Customer’s name”, because they have been registered already in VIP MP Channel. Please either select a different Customer or create a new one. | The selected customer is already synced to the chosen Adobe Instance. |
3rd | The Customer with ID “Membership__ID” has already been transferred to Adobe VIP MP Channel but transfer ID is missing. Please contact your distributor with these details: Correlation ID “XXX” , Header ID “YYY” so that Adobe is able to retrieve it. | There is a rare case where a Transfer ID will not be available on our database while the actual transfer has been completed in Adobe. In this case, you have no way of retrieving the Transfer ID, and neither do we. So the only way to get it is for the distributor to contact the Adobe support department by providing the API header details of the transfer request. To help in this manual process, we will show the header details in the message displayed. |
3rd | ServiceError, Internal Server Error | This error, although generic, if it appears during the 3rd step of the migration process usually means that there is no EDU pricing file uploaded to the Adobe Service Manager instance, and thus the system is unable to define a product price during the migration. |
4th | Subscription Migration was not completed successfully. The transfer request is pending in Adobe. Please try again later or contact your distributor. | If an error occurs during the Transfer action and it looks to be pending in Adobe’s side. |
4th | Subscription Migration was not completed successfully. Please check the visual stepper to understand at which point the process failed. | If an error occurs during the BSS account or contact creation. |
Errors Received Directly from Adobe | ||
Step of Appearance | Error Messages & Proposed Corrective Actions | Reasons for Error Messages |
1st | Invalid Membership ID. | The customer’s VIP ID is invalid or a typo was introduced to the text field. If Distributors require further clarifications concerning this error message they have to contact Adobe’s support department. |
1st | Customer cannot be transferred because there are no admin contacts. This means that an Admin contact must be defined in the organization’s account in BSS. | The customer cannot be transferred due to a missing Admin contact in BSS. |
1st
| The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer is not in a valid country for <BSS Organization Name>. Please contact <BSS Organization Name> and check if this distributor is going to support customer’s country. | The customer’s country is invalid. If Distributors require further clarifications concerning this error message they have to contact Adobe’s support department. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer’s market segment is either not supported for <BSS Organization Name> or for VIPMP. Please contact <BSS Organization Name> and check if this distributor will support customer’s market segment or wait for a VIPMP change to allow the market segment. | The customer’s market segment is not supported. If Distributors require further clarifications concerning this error message they have to contact Adobe’s support department. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. VIP account is inactive. You or the customer must reactivate VIP account. | The customer’s account is inactive. If Distributors require further clarifications concerning this error message they have to contact Adobe’s support department. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer’s contract term length is not supported by VIPMP. Please wait for terms to be supported by VIPMP or wait until current term ends. | VIP MP does not support the customer’s contract term. If Distributors require further clarifications concerning this error message they have to contact Adobe’s support department. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer has open Purchase Authorization(s). Open Purchase Authorizations must be cancelled/returned (if possible) or converted to order and paid for. | The customer has open Purchase Authorization(s). If Distributors require further clarifications concerning this error message they have to contact Adobe’s support department. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer’s VIP contract has not been accepted. Customer must set up an administrator to accept VIP contract. | Adobe does not accept the customer’s contract. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer has no purchases/products. Customer has to make a purchase in VIP or create a new VIPMP account. | The customer has not purchased any Adobe products. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer has order(s) still in the return window. Please wait until return window has closed (14 days after last order) and try again. | The customer has still order(s) in the return window. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer has product(s) that are not valid VIPMP product(s). Please wait for products to be supported in VIPMP. | The customer has invalid VIP MP products. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer has unbilled order items. Customer must pay for all orders. If they have not received an invoice, then the customer needs to contact Adobe. | The customer has unbilled order items. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer has open/unpaid invoice(s). Customer must pay for open invoice(s). | The customer has unpaid invoices. If Distributors require further clarifications concerning this error message they have to contact Adobe’s support department. |
1st | The Customer with VIP ID “Membership_ID” is not eligible for transfer to the Adobe VIP MP Channel. Customer is in renewal window and has either partially renewed or not renewed. Customer must either renew all active licenses or wait until the end of their renewal window. ** | The customer is in the renewal window period. |
1st | Error “3YC_INVALID_DATES”, indicates that there is an issue between the accepted 3YC terms and/or dates. | Work with the customer to ensure the latest 3YC terms are accepted. |
1st | Error “LM_OWNER_NOT_MIGRATED”, indicates that a linked membership owner is not yet migrated. | All partners holding VIPs who are linked membership owners, please migrate them asap. |
1st | Error “3YC_DISCOUNT_LEVEL_MISMATCH”, indicates that there is a mismatch with the 3YC discount levels. | Adobe owns the fix. These are high-volume discount customers. A fix is expected by mid-January 2025. |
1st | Error “3YC_INSUFFICIENT_QUANTITY” indicates that there is not enough quantity of licenses or consumables to reach the 3YC minimum commitment. | Ensure the customer meets the 3YC minimum commitment in VIP. The customer must have as many or more licenses/consumables as their minimum commitment. |
1st | Error “NOT_A_WORLDWIDE_PURCHASER”, indicates that the reseller or customer has licenses deployed in multiple countries. | Work with the reseller/customer to ensure licenses are truly deployed in one country. Once you have this written confirmation, please work with Adobe (L1 Support) to rectify this issue. |
1st | Error “Invalid currency code”, indicates that there is an issue with the currency code. | Adobe owns the fix. A fix is expected by mid-January 2025. |
1st | Error “3YC_LINKED_MEMBERSHIP”, indicates that the reseller should choose between being a linked membership owner or retain the 3YC commitment. | Customers must choose whether to remain linked or retain 3YC. They must report the decision to Adobe for appropriate action. |