---
title: "Handle orders without licence keys"
description: "What happens when the pool runs dry, and how to get those customers their keys."
url: https://help.filemonk.io/orders-without-licence-keys/
section: "Licence keys"
last_updated: 2026-09-08
---

# Handle orders without licence keys

> What happens when the pool runs dry, and how to get those customers their keys.

If a customer buys a product whose key pool is empty, the order is created and the files are delivered, but the key shows as pending. Nothing is lost: the moment you add more keys, waiting orders are assigned one automatically.

## What the customer sees

Their files as normal, with the licence key showing as pending rather than a key. Anyone who bought specifically for the licence will contact you, so this is worth catching quickly.

## Fix it

1. Click **Filemonk** in the left menu of your Shopify admin.
2. Click **Content library** in the app's menu, then open the **Licence keys** tab.
3. Check the tag's **Remaining** count to confirm the pool is empty.
4. Click **Add licence keys** and add more under the same tag.

Orders waiting on that tag are assigned keys automatically as soon as the new ones are saved. To confirm, open one of the affected orders and check the key is now there.

If a particular order needs attention sooner, assign a key to it directly. See [Assign new keys to an order](https://help.filemonk.io/assign-new-keys-to-an-order/).

## Prevent it

Turn on the low-key warning so you are told before the pool empties, and set the threshold to cover your normal sales rate plus the time it takes to produce a batch. See [Emails and reports Filemonk sends you](https://help.filemonk.io/emails-and-reports-you-receive/).

Sorting the Licence keys tab by **Remaining**, lowest first, shows what is closest to running out.

## Troubleshooting

### I added keys but orders are still pending

Check the tag matches exactly what the product points at. Keys added under a different tag do not fill that pool. See [Assign licence keys to a product](https://help.filemonk.io/assign-licence-keys-to-a-product/).

### Only some waiting orders got keys

You added fewer keys than orders waiting. Check **Remaining** and add more.

### The customer needs a key right now

Add at least one key under the right tag, then open their order and confirm it has been assigned. Send them the download email so they see it.

### Keys were unassigned from this order earlier

Unassigning stops further keys being assigned for that tag on that order, so adding to the pool will not fill it. Assign a key to the order directly. See [Assign new keys to an order](https://help.filemonk.io/assign-new-keys-to-an-order/).

## FAQ

### Do customers still get their files?

Yes. Only the key is pending; the files are delivered normally.

### Are customers told their key is coming?

Not automatically. Email them if there will be a delay, since a pending key with no explanation reads as a broken order.

### Can I stop selling when the pool is empty?

Not from Filemonk. Manage stock in Shopify if you need selling to stop, and keep the low-key warning on as your early signal.

### Would autogenerated keys avoid this?

Yes, since a key is created per order rather than drawn from a pool. It only suits you if your software can verify a Filemonk-generated key. See [Assign licence keys to a product](https://help.filemonk.io/assign-licence-keys-to-a-product/).

## Related guides

- [Add licence keys](https://help.filemonk.io/add-licence-keys/), to refill the pool.
- [Emails and reports Filemonk sends you](https://help.filemonk.io/emails-and-reports-you-receive/), to be warned in advance.
- [Assign new keys to an order](https://help.filemonk.io/assign-new-keys-to-an-order/), for one urgent order.