---
title: "Assign new keys to an order"
description: "Swap a customer's licence key, or take one back when an order goes wrong."
url: https://help.filemonk.io/assign-new-keys-to-an-order/
section: "Licence keys"
last_updated: 2026-09-08
---

# Assign new keys to an order

> Swap a customer's licence key, or take one back when an order goes wrong.

Sometimes the key a customer received has to change: it was already used, it went out during a test, or the order was refunded and you want the key back. Both unassigning and reassigning are done from the order.

## Reassign a key

1. Click **Filemonk** in the left menu of your Shopify admin.
2. Click **Orders** in the app's menu and open the order.
3. On the licence key, choose **Assign new key**.
4. Pick a replacement from the available keys in that tag. Search if the list is long.
5. Confirm with **Reassign**.

The current key is unassigned and returned to the pool, and the new one takes its place on the customer's download page.

## Unassign a key

Choose **Unassign keys** on the order instead, then decide what happens to the key:

| Choice | Result |
|---|---|
| **Return to pool** | The key becomes available again for future orders |
| **Mark as used** | The key is retired and never issued again |

Return it to the pool for a cancelled test order. Mark it used when a customer has had the key and you do not want it circulating, for example after a refund where they may still have it.

Unassigning also stops further keys from that tag being assigned to the order.

## Check your setup

Open the order's download page with **Visit Download page** and confirm the key shown is the new one. If you returned a key to the pool, check the tag's **Remaining** count went up. See [Manage licence keys](https://help.filemonk.io/manage-licence-keys/).

## Troubleshooting

### No available keys in the tag

The pool is empty, so there is nothing to reassign. Add more keys, then try again. See [Add licence keys](https://help.filemonk.io/add-licence-keys/).

### The customer is still using the old key

Reassigning changes what the download page shows; it cannot reach into your licensing system. Revoke the old key there if it needs to stop working.

### I unassigned and now the order has no key

Unassigning stops further keys being assigned for that tag. Reassign one deliberately to give the customer a key again.

### I returned a key to the pool that a customer still has

It can now be issued to someone else while the original customer may still be using it. Find it in the pool and mark it used instead. See [Check licence key status](https://help.filemonk.io/check-licence-key-status/).

## FAQ

### Is the customer notified?

No. Send them the download email if they need to know their key changed. See [Send emails with links for orders](https://help.filemonk.io/send-emails-for-orders/).

### Which should I choose when a customer refunds?

**Mark as used**, in most cases. They may have already activated the key, so putting it back in the pool risks issuing a burnt key to the next buyer.

### Can I assign a key to an order that never had one?

Yes, as long as the product's licence key setup points at a tag with keys available.

### Does reassigning use up a key from my pool?

It swaps one for another: the new key is consumed, the old one returns to the pool.

## Related guides

- [Check licence key status](https://help.filemonk.io/check-licence-key-status/), to see what state a key is in.
- [Handle orders without licence keys](https://help.filemonk.io/orders-without-licence-keys/), for orders waiting on a pool.
- [Manage licence keys](https://help.filemonk.io/manage-licence-keys/), for the pool itself.