Helping with Lost License Keys #
Customers often lose their confirmation emails and can’t find their license keys.
Common Scenario #
Customer: “I lost my confirmation email and can’t find my license key!”
Fastest Solution #
- Go to DDLS > Licenses
- Search for customer email in search box
- Find their license in results
- Click license key – it’s now visible in detail view
- Copy the key
- Email it to customer: “Your license key is: DMSI-XXXX-XXXX-XXXX-XXXX”
Time: Under 1 minute
Alternative: Resend License Email #
If there’s a “Resend License Email” button on license detail page:
- Click the button
- System sends fresh copy of original confirmation email
- Done! Customer receives email with their key
Multiple Licenses #
If customer has multiple licenses:
- Go to DDLS > Customers
- Search for customer
- Click customer name
- View all their licenses in one place
- Identify which one they need
- Send the correct key
Ask customer:
- “Which product do you need the key for?”
- “What’s your order number?”
- “When did you purchase?”
Verification #
Always verify customer identity before providing license keys:
Verify:
- Email matches customer record
- Customer can provide order details
- Request came from registered email address
Never provide license keys to:
- Unverified email addresses
- Third parties without authorization
- Suspicious requests
Customer Portal Alternative #
Instead of sending the key, you can direct customer to portal:
“Please log in to your customer portal at [portal URL]. All your licenses are listed there.”
Benefits:
- Customer can access anytime
- See all their licenses
- Manage activations themselves
- Download latest versions