Handle orders without licence 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
- Click Filemonk in the left menu of your Shopify admin.
- Click Content library in the app's menu, then open the Licence keys tab.
- Check the tag's Remaining count to confirm the pool is empty.
- 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.
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.
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.
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.
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.
Related guides
- Add licence keys, to refill the pool.
- Emails and reports Filemonk sends you, to be warned in advance.
- Assign new keys to an order, for one urgent order.
