1. Purpose
Give staff a repeatable process for handling CodeVault purchase, secure download, setup and code-assignment support.
2. When to use this process
Use it when a customer cannot access the download, cannot import codes, sees API errors or reports that no code was assigned.
3. Staff role responsible
Account staff check purchase/download entitlement. Technical staff review storage, API and server-side errors.
4. Step-by-step procedure
Confirm purchase, confirm secure-download entitlement, verify the customer uploaded the correct package, ask for PHP version and path, check writable storage, confirm available unused codes and review the exact API response.
5. Quality checks
Never ask for live API keys in plain text. Ask for redacted request examples and screenshots that do not expose real codes.
6. Escalation rules
Escalate corrupted ZIPs, repeated API failures, JSON storage corruption or entitlement mismatches with screenshots and logs.