Check licence key status
Every key carries a status. Checking it answers the two questions that come up in support: has this customer been given a key, and has this key been used before.
Check a key in the app
- Click Filemonk in the left menu of your Shopify admin.
- Click Content library in the app's menu, then open the Licence keys tab.
- Open the tag, then search for the key.
Each key shows:
| Column | Tells you |
|---|---|
| Status | Pending, Assigned, or Used |
| Order linked | Which order it went to, if any |
| Type | Whether it came from a pool or was autogenerated |
| Tags linked | Which pools it belongs to |
| Added at | When it entered the pool |
Check a key from an order
Open the order in Orders and look at its files. Keys assigned to that order are listed alongside them, with the option to unassign or reassign. See Assign new keys to an order.
Check a key programmatically
Autogenerated keys can be verified through Filemonk's API, which is how licensing software checks a key at activation time. See Get your API key and use the Filemonk API.
Troubleshooting
A key shows as assigned but the customer says they never got it
Open the linked order and check the download page with Visit Download page. If the key is there, the customer is looking in the wrong place, often at the email rather than the download page. If it is not, reassign a key to the order.
A customer's key doesn't work in my software
Filemonk stores and hands out keys, it does not validate them against your licensing system. Check the key against your own system: if the key is fine there, the problem is delivery, not the key.
Two customers report the same key
Duplicates in the pool, or duplicate handling was set to allow. Clean up duplicates and issue one of them a new key. See Manage licence keys.
A key is marked used but linked to no order
Usually a key unassigned from an order and marked as used rather than returned to the pool. That is the expected outcome of that choice.
FAQ
What is the difference between assigned and used?
Assigned means it belongs to an order and has been handed to a customer. Used means it is spent and will not be issued again, which is also where a key lands if you unassign it and choose to mark it used.
Can a key be reused after a refund?
Only if you unassign it and return it to the pool. It does not happen automatically. See Assign new keys to an order.
Can customers check their own key?
They see it on their download page and in their email. Any validation beyond that is your software's job.
How do I see how many are left?
The tag list shows Remaining per tag. See Manage licence keys.
Related guides
- Manage licence keys, for the pools behind the keys.
- Assign new keys to an order, to fix one customer.
- Handle orders without licence keys, for orders still waiting.
