Your product key reaches you in two ways: in the key email we send after payment, and in your Lizensa account. You can open it in your account as often as you need, so a deleted email does not mean a lost key.
In the key email
When your payment is confirmed and a key is assigned to your order, we send the key email automatically, unless the order is in a security check. Its subject starts with "Your licence codes are ready", followed by your order number. The key is written in the body of the email. For Microsoft products it has 25 characters in five groups, like XXXXX-XXXXX-XXXXX-XXXXX-XXXXX.
The sender is the no-reply address of the shop you ordered from, for example noreply@lizensa.com. If you cannot find the email, search your inbox for your order number.
In your account
Sign in and open License Keys in the menu. The keys delivered for your orders are listed there.
- Find the product in the list. The key is hidden behind dots at first.
- Select Reveal to show the key.
- Select Copy to put it on your clipboard, then paste it where Windows or Office asks for it.
The same keys also appear on each order. Open Orders, select the order, and look for the section Your activation keys. It has the same Reveal and Copy buttons.
My Library does not show keys. Depending on the product, it offers Generate secure link for an installer we supply, Open Microsoft flow for Microsoft's own setup, or a note that no installer is provided or required. The Download software button in your key email opens this library; for licence-only products it opens the installation guide. The button Open licence vault in the library takes you back to License Keys. Downloads are explained in Download links in your email and account.
You checked out as a guest
Checkout creates an account for the email address you entered, even when you choose to continue as a guest. You do not need a new registration to reach your keys:
- On the sign-in page, choose the Magic link tab, enter the same email address and select Send magic link. The link in that email signs you in.
- If you prefer a password, select Forgot password? on the sign-in page and set one.
- If your order confirmation contains an Open your account button, you can use that as well.
Your keys are only in the account that belongs to the email address used at checkout.
The key is not there yet
A key appears once the order has been delivered. Possible reasons it is missing:
- Payment still in progress. Delivery starts after the payment is confirmed (for business accounts paying by purchase order: after the order is approved).
- The key is being sourced. If no key was available at the moment of payment, you receive an email titled "We are sourcing your licence key". We send the key as soon as it arrives. You do not need to do anything.
- The order is in a security check. You receive an email saying so. Again, no action is needed.
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; contact support with your order number. More on each case is in Key email not received.
Keep your key safe
- Copy the key instead of typing it, to avoid typing errors.
- Do not post screenshots that show the key. Anyone who has the key can try to activate it.
- Keep the key email or a note of the key with your invoice.
If something goes wrong
License Keys shows "No licences yet". Check that you are signed in with the email address from the order. If you are, the order may not be delivered yet; check its status under Orders.
Reveal shows an error or nothing happens. Reload the page and try again. If it keeps failing, open the order under Orders and reveal the key there.
You still cannot find the key. Contact our support with your order number and the email address used at checkout.
