Handle orders without licence keys
Overview
When customers place orders for products with licence keys after your key inventory runs out, Filemonk will mark these orders as pending and notify you via email. These orders will display "Pending (Upload keys to assign)" until you add more keys to the specific tag that needs replenishment.
Identifying Which Tag Needs More Keys
When orders are missing licence keys, you need to identify the specific tag that requires additional keys before you can resolve the issue.
Navigate to Orders with Missing Keys
- Click Orders in the left menu bar of your Filemonk dashboard
- This opens your orders management page showing all customer orders
- Look for orders that have licence key products but are missing key assignments
- Select any order that shows products with unassigned keys to view the details
Locate the Pending Products Section
- In the order details page, scroll down to the Products section
- This section displays all digital products included in the customer's order
- Look for products that have licence keys linked but are currently unassigned
- Products with missing keys will show specific status messages indicating the issue
Identify the Required Tag Name
- In the Products section, look for products displaying the text "Pending (Upload keys to assign)"
- Next to this message, you'll see the specific tag name that needs more keys
- The tag name is displayed clearly to help you identify exactly which key group requires replenishment
- Make note of this tag name as you'll need it to add the correct keys
- Multiple products may reference the same tag, so you only need to replenish that tag once
Adding New Keys to Resolve the Issue
Once you've identified the tag that needs more keys, you can add new licence keys to resolve the pending assignments.
Navigate to Licence Keys Management
- Click Files in the left menu bar to access your Content Library
- Click the Licence keys tab to view your licence key management interface
- You'll see a list of all your licence key tags with usage statistics and remaining inventory
- Look for the tag you identified in the previous step that needs more keys
Select the Specific Tag
- Find the tag name you identified from the pending order in your licence keys list
- Click on the tag name to open the detailed view for that specific tag group
- This view shows all keys within the tag, their usage status, and available actions
- You'll see current inventory levels and can verify this is the correct tag to replenish
Add New Keys to the Tag
- In the tag details view, click the Add licence keys button
- This opens the licence key upload interface specifically for the selected tag
- Enter your new licence keys in the text area, with one key per line
- The tag field will be pre-filled with the current tag name, ensuring keys are added to the correct group
- Configure your duplicate handling preference and click Save to upload the new keys
Automatic Assignment Process
After you add new keys to the required tag, Filemonk automatically handles the assignment process without requiring manual intervention.
Background Key Assignment
When you save new licence keys to a tag, Filemonk immediately triggers a background process that searches for all pending orders waiting for keys from that specific tag. The system automatically assigns your new keys to these waiting orders in the order they were received, ensuring fair distribution.
Order Status Updates
Orders that were previously showing "Pending (Upload keys to assign)" will be updated automatically once keys are assigned. Customers will receive their licence keys and can access their purchased software immediately. You don't need to manually update or notify individual orders.
Email Notifications
Filemonk sends email notifications to customers once their licence keys are assigned, informing them that their digital products are ready for download. The system also updates your order management interface to reflect the successful key assignments.
Important Information About Missing Keys
Inventory Monitoring
Filemonk tracks licence key usage and sends email notifications when your inventory for specific tags reaches low levels. These proactive alerts help you replenish keys before customers experience delays in receiving their purchases.
Order Processing Delays
Orders without assigned licence keys remain in a pending state until you add more keys to the required tag. Customers cannot access their purchased software during this time, so prompt key replenishment is important for customer satisfaction.
Tag-Specific Resolution
Each licence key tag operates independently, so running out of keys for one tag doesn't affect other tags. You only need to replenish the specific tag mentioned in the "Pending (Upload keys to assign)" message.
Known Limitations
Manual Intervention Required
Unlike auto-generated licence keys which create unlimited inventory, manual licence keys require active monitoring and replenishment. The system cannot automatically create new manual keys when inventory runs low.
Tag Identification Dependency
You must identify the correct tag name from pending orders before adding new keys. Adding keys to the wrong tag won't resolve orders waiting for a different tag's keys.
Processing Time
While key assignment happens automatically after upload, there may be a brief delay (typically under a minute) between adding keys and seeing orders updated with assigned licence keys.
Troubleshooting
Symptom | Likely Cause | Fix |
|---|---|---|
Orders still pending after adding keys | Keys added to wrong tag | Verify tag name from pending order matches uploaded keys tag |
Can't find pending orders | All orders already have keys assigned | Check if keys were already replenished or if issue was resolved |
Tag not visible in licence keys list | Tag name case sensitivity | Ensure exact tag name match including lowercase requirements |
New keys not assigning automatically | Background process delay | Wait 1-2 minutes and refresh order page to see updates |
FAQs
Q: How long does it take for new keys to be assigned to pending orders?
A: Key assignment typically happens within 1-2 minutes after uploading new keys. The background process automatically finds and assigns keys to waiting orders.
Q: Will customers be notified when their licence keys are assigned?
A: Yes, Filemonk automatically sends email notifications to customers once their licence keys are assigned and ready for download.
Q: Can I prevent orders from running out of licence keys?
A: Yes, monitor your licence key inventory regularly and set up email notifications for low inventory alerts. Consider using auto-generated keys for unlimited inventory.
Q: What happens if I add keys to the wrong tag?
A: Keys added to the wrong tag won't resolve pending orders for different tags. You'll need to add keys to the correct tag as identified in the pending order message.
Q: Can multiple orders share the same licence key?
A: No, each licence key is assigned to only one customer order. You need sufficient unique keys to cover all pending orders for each tag.
Updated on: 04/08/2025
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