Lizensa never sends an installer file or a direct file link by email. Your order email takes you to your account. For installers we supply, the account creates a fresh, personal link each time you ask for one. This keeps the download tied to your order.
The button in your order email
The key email contains a Download software button. It does not start a download. It opens your Lizensa account at My Library, where you sign in if you are not signed in already.
For licence-only products, which have no installer, the same button opens the installation guide for the product instead.
Some orders also receive a short second email titled "Your download is ready". Its Open download button also opens My Library.
What My Library shows for your product
What the library offers for your product depends on how the software is supplied.
Installer from Lizensa
For products where we supply the installation file, the card has a variant list and a Generate secure link button.
- Open My Library and find the product.
- If a list is shown, choose the right one of the variants offered.
- Select Generate secure link. The download opens in a new browser tab.
- Save the file and wait until the download has finished before you open it.
The link is short-lived. Under the button, the page tells you when it expires. If it has expired, or the download broke off, select Generate secure link again. You can create a new link whenever you are signed in to the account that placed the order, as long as the order is paid.
Only that account can create these links. Keep a generated link to yourself; it belongs to your order.
Download from Microsoft
Many products install from Microsoft's own servers, for example Windows from Microsoft's download page or retail Office from office.com/setup. For these, select Open Microsoft flow on the delivery card to open the Microsoft page for your product. For retail Office, the card also has an Account services button. It opens the services page of your Microsoft account, where you install Office after redeeming your key.
No installer needed
Some products have no installer. Their card says License-only product: no installer is provided or required. Follow the installation guide for your product.
Where the key is
The download and the key are separate on purpose. The library does not show keys. Your keys are under License Keys, with Reveal and Copy buttons. See Where to find your product key.
You ordered without an account
Checkout creates an account for your email address even when you continue as a guest. To open the library:
- Go to the sign-in page and choose the Magic link tab.
- Enter the email address from your order and select Send magic link.
- Open the link in that email. You land in your account.
If something goes wrong
The link says it has expired or access is denied. Generated links are valid only for a short time. Go back to My Library and select Generate secure link again.
"Could not open the installer. Opening your order instead." Your order page opens in place of the download. Go back to the library and use Generate secure link on the delivery card. If that fails too, contact support with your order number.
There is no Generate secure link button. Look at the delivery card. If it shows Open Microsoft flow, follow that route. If it says License-only product, there is nothing to download.
The download stops halfway. Large installers can take a while. Use a stable connection, generate a new link and start again.
Nothing in the library at all. Products you install through Microsoft may not appear as direct downloads; follow the route in your key email. Also check that you are signed in with the email address used at checkout and that the order is paid. If both are right, contact our support with your order number.
