Support

For questions about the Adobe Partner Connection Retail integration, contact your Adobe Partner Connection Retail engineering team. They are your primary point of contact for onboarding, configuration, and ongoing operational support.

If you do not have the engineering team contact, reach out to your Adobe Business Development Manager to be connected with the right team.

Onboarding support

The following items are handled through the engineering team representative during onboarding. Raise these requests before beginning integration testing.

Request
Who to contact
OAuth credentials (CLIENT_ID, CLIENT_SECRET, scopes)
Adobe Partner Connection Retail engineering team.
offer_id configuration and campaign mapping
Adobe Partner Connection Retail engineering team
IP allowlisting for sandbox environment
Adobe Partner Connection Retail engineering team
Sandbox access and test accounts
Adobe Partner Connection Retail engineering team

Common issues

Authentication errors

Symptom
Likely cause
Resolution
401 Unauthorized
Missing or expired access token
Re-authenticate using /ims/token/v3 and retry with the new token.
403 Forbidden
Valid token but wrong scope or missing X-API-Key
Verify both Authorization: Bearer and X-API-Key headers are present. Confirm scopes with your PDO representative.
Token not working in sandbox
IP address not allowlisted
Provide your outbound IP address to your PDO representative for allowlisting.

Product claim errors

Error code
Meaning
What to do
ALREADY_FULFILLED (HTTP 409)
Customer has already redeemed this offer
Do not re-issue. The customer has an active subscription.
SUBSCRIPTION_ID_ALREADY_IN_USE (HTTP 400)
partner_reference_id was used with a different offer_id
Generate a new partner_reference_id for this customer and offer combination.
INVALID_OFFER (HTTP 400)
offer_id is not recognized
Verify the offer_id against values provided during onboarding. Contact your PDO representative if the issue persists.

Customer redemption issues

If a customer reports they cannot redeem or access their Adobe product, ask them to provide their redemption code, the rc value visible in the experience_url. This code is the primary reference for Adobe Customer Support to locate and resolve the subscription.

Raising a support request

When contacting support, include the following to speed up resolution: