Key email not received: what to check

We send the key email automatically once your payment is confirmed and a key is assigned to your order. If it has not reached you, work through the checks below. Your key may already be waiting in your account.

First: look in your account

Sign in and open License Keys. If your key is listed there, you can use it without waiting for the email. Select Reveal and Copy.

If you ordered as a guest, you still have an account under your order email address. On the sign-in page, choose Magic link, enter that address and select Send magic link.

Check your mailbox

The key email comes from the no-reply address of the shop you ordered from, for example noreply@lizensa.de or noreply@lizensa.com. Its subject starts with "Your licence codes are ready" and ends with your order number.

1. Search your whole mailbox for the order number, including archived mail.
2. Look in the spam or junk folder, and in tabs such as "Promotions" or "Updates" if your mail service sorts mail that way.
3. Check that the address in your order confirmation is spelled correctly. A typo sends the emails for the order to the wrong address.
4. If your company filters incoming mail, ask your IT team whether a message from that sender was held back.

If you find the email in spam, mark it as not spam.

The order confirmation is a separate email. It does not contain the key.

Is the order paid yet?

Keys go out only after the payment is confirmed. The exception is payment by purchase order for approved business accounts: there, delivery can start once the order is approved.

• If you saw the page "Payment is being processed", the payment provider had not confirmed the payment yet. Check the order under Orders.
• Bank transfer is offered in the Polish shop. The order is delivered when the transfer has been received and the order is marked as paid. Use the reference shown at checkout so the payment can be matched to your order.
• If a payment fails, no licence key is issued. You can try again with the same or another method.

Emails that explain a delay

You may have received one of these instead of the key email:

• "We are sourcing your licence key". Your payment arrived, but no key was available at that moment. We are getting one and will email it as soon as it arrives. We cannot give an exact time, and you do not need to do anything.
• A notice that your order is being reviewed. Some orders go through a standard security check before delivery. No action is needed from you.

If a key is being sourced, we email it as soon as it arrives. While an order is in a security check, delivery is held. Our Terms of Service say that delivery typically takes under 5 minutes after payment is confirmed and, in rare cases, up to 24 hours. If delivery takes longer than 24 hours, the Terms allow you to withdraw at no cost.

Ask us to send it again

You cannot trigger the key email again yourself. Our support team can. Contact our support and include:

• your order number;
• the email address used at checkout;
• the date of the order and how you paid.

If the key is already visible in your account, you do not need a new email. The key in your account is the same key.

If something goes wrong

The order shows as completed, but License Keys is empty. Check that you are signed in with the email address used at checkout. If it is the right address, contact support with your order number.

You received the order confirmation, but no key email. Check License Keys in your account, then look for a separate email whose subject starts with "Your licence codes are ready".

You paid twice by mistake. Do not place the order again while you wait for a key. Contact support with both order numbers.