9/23/21, 9:56 PM Customer One Reason Codes Definitions

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One
Reason
Codes
Definition
s
INTERNAL

Last updated on Sep 13, 2021 | Also Applies to Policy or pricing

Customer One Reason Codes Definitions

Activation
Reason code L1 Reason code L2 Definition

Activation Any computer specific issue where third party

plugins are causing problems with the
Third Party Plugin Problem
activation of the product(No Issues with
subscription from Adobe)

User got stuck into the sign in loop. Sign in

Sign-in loop prompt appears again and again after entering
the Adobe credentials

Machine related issue such as corrupt

licensing folders or other unknown factors are
Unexpected Trial
causing the problem. Dedicated to Named
Mode/Buy Now Error
User Licenses, known provisioning issues
aren’t covered.

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Licensing/Configuration Configuration error occurs while launching

Error any apps ( Example exit code 16)

When customer trying to activate a serial key

Serial Number Issue based product and facing iactivation ssue
e.g.serial number already revoked.

Customer needs assistance with offline

Offline Activation
Activation

Users gets an error "activation limit Reached"

while activating a license on machine. It
Activation Limit Reached
appears mostly when user tries to activate the
product on the new(third) machine

Network Restriction/Host Root cause is related to network restrictions/

File/Proxy Host files present/ proxy or firewall settings

Need to increase the activation count/Not

Increase Activation Count
relevant for CCt

DNR Serial number due to pirated/counterfeit

DNR Category
software

Keygen Category Serial numbers not issued by Adobe .

Product/Subscription flagged via Adobe

Genuine Category
Adobe Genuine Genuine software integrity service

Customers who are involved in fraudulent

Non-Genuine User
activity

Contacting customers who violated our Terms

TOU Violation
and Conditions

CCT License not First time users who want to know how to use
First Time Setup
assigned the product

License not available – Trial issues due to no license available.

suggested to add new Customer Admin to assist with additional
license license(s) and assignment.

License not renewed –

Trial issues due to order/payment issue. Re-
suggested to contact re-
seller to assist.
seller

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Referred to Admin for Trial issues due to no license assigned.

Assignment Customer Admin to assist with assignment.

Subscription cancelled –
Trial issue due to canceled subscription and
suggested to place new
new order needs to be placed.
order

Issues due to

1. Renewal not done

Sign-In Prompt
2. Provisioning Issues (Licenses need to be
reprovisioned)

Device Licenses
3. Updated to NUD & licensing is broken

Reactivation of Deactivated Machines from

License Denied
Admin Console

Activate License not shown Issues due to Console migration, Order

in Admin Console Provisioning from JEM or returned order.

Provisioning Issues End date showing incorrectly in Hendrix

End Date
iframe resulting in activation or provisioning
Issue(Direct/Indirect Order)
failures

Old active seat is causing the problem with

License assigned to
the new assignment (visible in
inactive subscription
ASAS/Activation server with old dates).

One Console Provisioning Assigned license hasn’t been provisioned

Issue properly (Not visible in ASAS).

Re-serialization needs to be done for Serial

key based licenses where users are getting
Re-Serialization
the option to put in the serial key while
launching the application. e.g. PRTK activation

For cases: 1. License has not been assigned to

the End user by the Admin, 2. Assigned
licenses does not reflects in ASAS, 3.Old
Entitlement Issues
license on the same account is not removed
properly and causing issues with the new
license

Adobe Sign Provisioning For cases where (1) the End user might not
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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Issue have Accepted the Adobe Sign invitation that

was sent, (2) there is another Individual Sign
or Pro_Doc_Cloud license assigned to the
same account

License was not renewed properly as the

Expired/Invalid
Redemption Code provided to the user had
Redemption Code
Expired

The Redemption Code is Valid for a particular

Country Mismatch Error Country and the user is trying to Redeem in a
Redemption Code different Country
Issues
Redemption Code Not
Redemption Code is not Marked as Sold
Marked As Sold

Query regarding the Redemption Code

How to Redeem the code (mostly applicable for Individual or Retail
licenses )

SDL Trial/buy now errors on application

Trial/Buy now error
launch.

Sign in issues for Enterprise or Federated Ids

K12 Sign-in issue
for K12 product entitlements
Shared Device
Licenses
SDL Licensing toolkit activation/deactivation
Toolkit activation issue
issues

Unsupported applications issues/queries for

Unsupported application
SDL

Billing
Reason code L1 Reason code L2 Definition

Unknown Charge Customer contacts for the 1$ Charge

reflecting on the card that is for checking if
$1 Authorization Charge
the Card is fine for the Adobe transactions
and the amount is credited back

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Last Month Missed Customer missed the payment for last invoice
Payment and looking for repayment. In most cases,
Invoices not paid until 30 days gets Invoice
Cancelled and De-activated

Billing was part of Promo offer, customer is

End of Promo
now charged as per the current cost

error while placing the Order due to changes

System Pricing Error
in the SKU or Market Segment

Subscription Renewal
Queries related to plan renewal charges
Charge

Unknown charges related to

Fraudulent/Unauthorized
fraudulent/unauthorized charges. Not
Charge
Retention.

Located unknown charges and informed the

Able to locate charge
customer

Unable to locate unknown charges with the

Unable to locate charge
given information

Incorrect Tax/VAT/GST Customer is tax exempted however he is still

Issue getting billed for TAX/VAT/GST
Tax/VAT/GST
Change/Remove VAT Customer wants to remove or update the VAT
Details ID from the account

Refund Only Customer is getting billed for cancelled

Subscription Already
subscription and contacts support to get the
Canceled
refund for that.

Support team creates a refund on Demand or

On-demand or Standalone
in case the SKU is closed and subscription is
Refund
cancelled

Tax/VAT Refund Customer wants the TAX/VAT refund

Customer requests refund as his issue is not

Technical Issues
resolved due to some techincal issues

Support team provides refund as an

Goodwill Gesture
exception on goodwill gesture

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Refund Processed Queries regarding the refund's status

Customer requesting for a different Billing

Change Billing date
Date and not as per the Default Invoice Date

Looking for changing the Payment Method

Change of Payment Method
from CC to Direct Debit or PO

Customer looking to remove the Payment

details from the Account so that the next
Delete Payment Method
payment is not processed from the same
Card or Card has changed

Payment Update for

CCI Payment Update Query
Individual

Payment Update for Teams CCT Payment Update Query

Billing Update Issue

Customer has not made the Payment and
Payment Delay/Update for
looking for an extension so that the licenses
Purchase Order
do not expire while the payment is made

Customer confirms that the payment is done

Payment Update for VIP 2.0 from their end but Invoice shows Pending
Payment

Payment Failure: Charge

Payment failure for a transaction/order.
Not Processed

Payment Failure: Retrigger Requeste to re-trigger the payment for failed

Payment transaction

Payment Failure: Refer to Payment Auth failed from Bank as per

Bank Cybersource or Ayden

Update VAT on Invoice Update/Remove/Add VAT ID on the invoice

Invoice/Re-Invoicing Change of Org.

Change Organization name on the invoice
Issue Name/Address

Download Invoice Help with downloading the invoice

Payment Related Billing queries related to the renewal of

Renewal Inquiry
Inquiry subscription

Pricing Inquiry Existing/Promotional price query for the

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

subscription

Customers requesting for free service due to

Free credit days Request
covid/other reasons

End User Account Management

Reason code L1 Reason code L2 Definition

Password Reset Customer is facing issues while resetting the

Issue/Queries Paasword, Incorrect DOB selected.

Customer contacts support to get help in

Adobe ID/Password Change Adobe ID Email
changing the Adobe ID
Issue

Adobe ID Deletion Request Customer wants his Adobe ID to be deleted

Reactivate Adobe ID Customer wants his Adobe ID reactivated

Account Related Update Querie related to update Phone/Address and

Issue Name/Phone/Address Name on the Account

Assitance in changing the country associated

Change Country
with customer's Adobe ID

customer do not want to get marketing

Change in Marketing
notification and contacts to change or Delete
Attributes
them

Legacy/Free Products(Out
Needs assitance with the Free products
Of Scope)

Trial Extension Customers wants to extend the Trial Period

Customer wants to get the Notification email

Resend Notification Email
again

Customer wants the verification emails to be

Resend Verification Email
resent

Subscription Status Check Customer wants to know the status of their

subscription
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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Third Party Purchase

Queries related to 3rd party purchases
Inquiry

Account Customer wants to know the status of their

Activation/Deletion Status Adobe ID activation/deletion request

Multiple codes/emails received or no code

2-step Verification
received even after following initial
Email/Codes Issue
troubleshooting steps

Change Date of Birth Customer wants to change their Date of Birth

Perpetual License Inquiry Issues related to the Prepetual Licenses

Saas Subscription Inquiry SAAS subscrption related queries

Perpetual or SaaS
Customer wants to change the language of
Inquiry Language Swap
the purcahsed retail product

Customer wants to change the OS of the

Platform Swap
purcahsed retail product

Stock Issues Transfer Images to another Transfering unused images from one
Subscription subscription to another

Terms and Conditions of Queries related to terms and conditions for

user Stock Adobe Stock

License History/Usage Customer wants to know about the License

Issues history and usage of Adobe Stock Licenses

Extended/Premium Queries related to Extended/Premium

Images/Video Issues Images/Video Issues

Provisioning Issues related to Adobe Stock

Stock Provisioning Issues
entitlement

Patent/Copyright Issues Queries related to Patent/Copyright Issues

Queries and issues related to Stock Credit

Credit Pack Issues
Packs

Content Quality/Corrupt
Issues related to the quality of the image
Images

Images Licensed If Customer reports that they have

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Accidentally accidentally licensed an image

Retention
Reason code L1 Reason code L2 Definition

Expired Card on File Expired Card on File

Insufficient Funds Insufficient Funds

Lost/Stolen Card Lost/Stolen Card

Payment
Update(Outbound) PayPal Declined the Charge PayPal Declined the Charge

End of Subscription term End of Subscription term

Not Required for Remaining Term Denied Payment for Remaining Term

Saas Subscription/Perpetual Saas Subscription/Perpetual

Individual And Team Subscription Individual And Team Subscription

Cancel and Refund Running On Same Account Running On Same Account

Backend request from Adobe Team,

Backend request from Adobe Team
e,g, PO invoice offset etc.

Non-Save Customer needs to sign up under a

Change Country
new country

Customer Customer
Deceased/Hospitalized/Incarcerated Deceased/Hospitalized/Incarcerated

Customer purchased the same

Duplicate Purchase
subscription twice

Getting from other source (work,

Customer is getting the subscription
school, complimentary
from work, school or redemption code
membership)

Incorrect Plan (Looking for Customer is looking to downgrade or

more/less) upgrade the plan to meet
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9/23/21, 9:56 PM Customer One Reason Codes Definitions

requirements

Customer moved to an individual / CCI

Moving to CCI
subscription

Customer moved to a teams / CCT

Moving to CCT
subscription

Customer moved to an ETLA, VIP or

Moving to ETLA/VIP
reseller subscription

Change/Switch Subscription Customer wants to change plan

Customer is unable to change the plan

Unable to Change Plan Online
on his account / online

Customer purchased the subscription

Purchased with Wrong Email
on an incorrect email address /
Address/Account (Accidental)
incorrect account

The purchase was placed without the

Unauthorized/fraudulent/minor customer's authorization, is a
purchase fraudulent purchase, or a purchase
placed by a minor

Any other non-save opportunity not

Other
covered by the above list

Save Customer does not like the

Don't like subscription model subscription model, looking for a
perpetual based product instead

Subscription needed for a specific

Needed for specific project
project / program

Customer is not using all products /

Not using products enough
seasonal user

Customer is having payment issues

Payment issues (insufficient funds, expired, stolen or
lost card)

Customer was not able to use or

Plan not used/activated
activate the subscription

Price change – exchange rate Subscription price increased due to

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fluctuation exchange rate fluctuation

Customer is not happy with the price

Price-value gap/feel it’s too
or feels it is too expensive to justify the
expensive
price of the subscription

Customer is requesting a promo price

or a pricing adjustment. DISCLAIMER:
Promo Plan/Pricing
use ONLY if the customer is showing
intent of cancellation

Purchased wrong product eg.

Purchased incorrect product
purchased Lightroom CC but wanted
(accidental)
Photography plan

Customer is having technical issues

Technical issues such as system not compatible,
software bug or feature limitation

Customer is not able to understand the

Too complicated to learn product well / tried learning but could
not learn

Customer adhered to the trial but does

Trial Period
not want to continue with the product

Primary user of the app left the

User no longer with the company
organization

Customer wants to pause the

subscription as will not be using the
Want to pause (plan to restart)
app for some time. Plans to restart at a
later stage

Any other save opportunity not

Other
covered by the above list

Team Account Management

Reason code L1 Reason code L2 Definition

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Update Team Change Of Primary Admin Contract Owner change request (VIP and
Account Information Direct Teams )

Customer requests for a Change of Reseller in

Change Of Reseller the VIP due to discounts or other issues with
the existing Reseller

Change of Team Name due to changes in the

Change Of Team Name
Organization (Merge, Acquisition etc. )

Customer requests to change the market

Market Segment
segment of the contract (e.g. Education to
Change(Direct/Indirect)
Commercial, commercial to govt. etc.)

Requests for changing the Billing Address of

VIP Address Change
the Team Contract

Requests for deleting old / expired Contracts

Delete VIP Account/Direct reflecting in the users account and causing
Order issue with Team management or Placing new
Order from the Adminconsole

Manage Team Getting any Error while trying to Add or

License Unable To Add/Remove Remove a License Or the option for Add
License Licenses is Grayed out due to Global 5 license
limit for Team users

Getting Error while trying to Assign a license

Unable to Assign/Unassign
to a new user or while trying to remove user
License
from the associated License

Customers wants to know about adding

Add Admins
additional Admins on the Admin Console

requests for the Account Manager details as

customer needs assistance with changes in
the Team plan like Adding or cancelling
Account Manager Inquiry
licenses (InDirect Orders) Or account
manager is not responding to customer's
emails

issues during Adding multiple users using the

Bulk Operation (Users) Bulk Upload .csv files instead of assigning the
licenses one by one to multiple users

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Console Walkthrough Console walkthrough is mostly used for

queries by Admins for How to Add/ Remove
licenses, how to assign the licenses , how to
view the User list etc. from the Admin console

Adminconsole showing expired licenses or

Account Profile Error
incorrect license details

Active/Paid Subscription Paid Subscription not updated in the

Not Visible Adminconsole

Customer placed a different product and

wanted to buy some other product, Customer
Order Issue/Inquiry
has query regarding Billing Date or Renewal
Of the Order

How to Add another user access to the

Licenses associated with a Deploy To ID in
Add a Contact
case where the registered user has moved
out of the Team or the organization

LWS Navigation How to Locate the Serial Key for Volume

Retrieve Serial Number
licenses purchased in the Company account

Queries related to Purchase History, Order

View Purchase
information, Product details etc. for Volume
History/Manage Account
Licenses

Volume License LWS customers contacting for License Expiry

License Expired Contact
Account (CLP or EEA with SN) and referred to Reseller
Reseller
Management for the License query

Customer has a Valid license Key for the latest

version and previous version as well and
requires a Previous version of same product
Backward Licensing
due to inability to use the new versions in the
Computer or the Organization. We do not
generate new SNs for backward licensing.

Customer look for Eligibility for Free licensing

License Upgrade upgrade to next Product version if they have
Entitlement(LUE) Upgrade purchase an Upgrade Plan and applicable for
Volume licenses only

Merge Accounts Queries related to TLP/CLP/FLP (Volume

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

License accounts) Mergers/Divestitures.

License transfer from one Company to

Transfer Of License another due to Acquisition or Merge in the
Organization or Teams

Stock Team license has been paid but the

Images Not Credited to
images are not credited into the Stock
Account
account

Transfer Images to another

Transfer CCI Stock images to Teams account
Subscription

Anything legal related to Stock,, how many

Terms and Conditions of
copies can be printed , can these be used on
user Stock
banners or any legal advice

How to view the Download history for Stock

Team License images and how to check the number of
History/Usage Issues Images available and used in the Stock Portal
or who downloaded which image

Query regarding Extended or Premium

Extended/Premium
images and Video Stocks as Standard Adobe
Images/Video Issues
Stock licenses Standard images only
Team Stock
Customer unable to view the Stock Team
license details and might be Signed in with
Correct Profile Issues Personal account and need to navigate to
Select "Teams" and view the Team profile
images

Unable to view Stock images, could be Stock

Team Stock Provisioning image was not assigned to any user and Stock
Issues account was not activated or license was
assigned but not provisioned, Pooled images

Team Patent/Copyright Patent / Copyright issues regarding publishing

Issues the Stock images in products or websites

When you purchase a Credit pack, you have

one year to redeem your credits to license
Team Credit Pack Issues specific content such as videos, Premium
collection images, and editorial images, and
other asset types.

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9/23/21, 9:56 PM Customer One Reason Codes Definitions

Troubleshooting
Reason code L1 Reason code L2 Definition

Download or install of product failed

Permissions Issue
due to permission issue

Customer wants to know the process

How to Download
download the product

Download or install of update or

Download/Install Download/Install Freezes
product is freezing

Customer is trying to download and

Add-on Issues
install add ons Product specific

Download or install failes with

Download/Install Error/Exit Code
error/exit code

Updates are not freezing due to some

Update Freeze
error

Adobe Update Server Setup AUSST setup/download and update

Tool(AUSST) troubleshooting

Remote Update Manager RUM related download issues

Update
Updates are not visible or not showin
Update Grayed Out/Suppressed
due to policy/admin decision

Updates are failing due to

Update Failure
network/system related error

Error While Update Updates are not successful due to err

Guidance with New to Adobe/New License purchase

Product/Project Getting Started Help and customer needs help in Up and
Running

Product/project specific issue where

Feature Related Query
feature related query/issues

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Workflow Related Query Product/project specific issue where

workflow related query/issues

Product/prject specific issue with the

SaaS Services
SAAS related services

Product/prject specific issue with

Presets/Color Themes
Presets/Color themes

Product/project specific issue wherei

System Compatibility Query some fature/workflow is not working
due to system compatibility

Product specific issue where the featu

Feature not working as expected of the product is not working as
expected

Product specific issue, whether

Dynamic Link Issues dynamic linkds are creating
Performance performane issues

Product specific issue where server

Server Outage
outage is causing performane issue

Startup/Process/Third party/Plug-ins Performane issues due to plug-ins,

Conflict apps or process product specific

Publish/Print/Export Design product specific output qualit

Output Quality Issue
of the project

Design product specific Alignment

Alignment Issue
issue of the project

Design product specifc errors while

Error while Publish/Print/Export publishing/printing or exporting the
project

Design product specific watermark

No Watermark after Exporting
related error

Design product specific cross referenc

Unresolved Cross References
issues

Server Issue Design prouduct specific server relate

issues which is causing degraded
output
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Design product specific performance

Publish/Print/Export Performance
issue

Desin specific third party plug in or ap

Refer To Third Party
issue

Design prouduct specific configuratio

Configuration/Settings Issue
or setting related issues

Product specific issues, where custom

Preview/Thumbnail Issue
is looking for import feature

Import feature not working when

Unable to Read from EXT Devices trying to import from external device
product specific

Unable to impart a file in case the file

File/Quiz Import Issue
size is too large

customers get error while importing a

Error while Importing
file
Import

Unable to Rename Files and Add Preset Unable to Rename Files and Add Pres

Application crashes while importing a

Crash During Import
file

Product specific issue where import

Permission Issues while Importing function not working as expected due
to permission issue

customers faces issues while importin

Metadata Import Issue
the metadata

Creative Cloud Spinnig Wheel in Apps Tab or Assets

Desktop App Issues Spinning Wheel in Apps/Assets Tab Tab due to Permissions issue or
restrictions

Desktop App shows Blank or Black or

White screen due to corruption in the
Blank/Black/White Screen
Creative Cloud Installer file , or firewa
like Mcafee etc.

Creative Cloud Desktop app Launch

Unable to launch CCDA
Freeze/Error

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Apps Tab Missing Customer do not have an option to

install apps via apps pannel as the ap
tab is disabled by the Admin

Customer gets an error"You Have Bee

You Have Been Signed Out Error Signed Out Error" while using
applications or CCD

Customers face issues with the apps a

Compatibility Issue
not compatible with OS

Download/Installation Error Code 201

Installation Error Code 201-207
207 pops-up on the screen

Any other installation error or error

Error while installing Thor/CCDA
codes related to CCDA

This error appears when user tries to

install Creative CLoud Desktop app o
Unable to Reach Adobe Server apps (via CCD). The underlying cause
may inlcude Network/firewall or prox
problems.

Storage and Sync A specific crash issue where ccd or sy

Core Sync Crash
shows unexpected error and crashes

customers see incorrect storage space

or the unused storage space shows
Storage Quota Issue
incorrect number (CCD, Lightroom w
or Assets web)

Font Sync Issue Unable to sync font

Customer contacts support and

Data Loss complaints about the lost of data wh
was saved on cloud storage

Customer faces issues while

collaborating a folder with other user
Collaboration Issue
how to collaborate, edit permissions f
collaboration,

Recover Deleted Files Issue with Recover Deleted files

Lightroom Sync Issue Lr Sync Issue only

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Cloud Docs Issue For issues or queries related to Cloud

Docs in various CC apps

File sync Issues related to CC assets o

CC/DC File Sync Issue
DC Cloud storage

CC/DC Libraries Sync Issue Sync issues related to/from CC Librar

Migrate Data Data migration issues on Cloud storag

Crash/Launch Issues Applications crashes while

Crash while Editing Project opening/editing a file ( Product
specific)

Applications crashes
Crash while
Exporting/Printing/Publishing/Scanni
Exporting/Printing/Publishing/Scanning
(Product specific)

Applications crashes if the Graphic ca

Graphic Card Compatibility
is disabled/not compatible

Crash issues due to User account

User Account Corruption
corruption

Application crashes in case of hardwa

Hardware Issue (Crash)
failure (Product specific)

Application crashes in case customer

Catalog or Files on Network Drive trying to access a file saved on a
network location (Product specific)

Permissions Issue (Crash) Crashes due to permission issue

Apps crashes in case the prefereance

Corrupt Preferences
are corrupted (Product specific)

Product crashes while following a

Workflow Related Crash
specific workflow in specific products

Crash on Launch Application crashes while launch

Unable to Launch Application crashes while launch

Files/Projects/Catalog on Network For cases where the issue is due to

Drive presence of projects files, images,
catalogs or customer files, in general,

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on an external drive or mapped

network share.

Third Party Device and Obsolete Apps Crashes due to Third Party Devi
Drivers and Obsolete Drivers (Product specif

How to create directory in Admin

Directory Creation console or Issues while creating
directory

Domain claim walkthrough or Issues

Domain Claim
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