# Mardo license support and recovery

For license help, email support@mardo.app from the delivery address. Include
the Stripe receipt or order identifier when available and the bounded text from
Mardo → Mardo License… → Copy Diagnostic. Do not send document contents,
payment-card data, passwords, private keys, or unrelated system logs.

## Customer recovery

1. Support locates the immutable private issuance-ledger row by provider order
   ID and confirms the delivery email through a private operator channel.
2. Support verifies that issuance succeeded and that the stored certificate
   matches the order. It never generates a second certificate merely because
   an email was lost.
3. Support re-sends the exact original `.flooflicense` value and records the
   delivery attempt. The certificate may also be copied from the successful
   checkout receipt page while that page is available.
4. The customer opens Mardo License…, pastes the value or chooses the file,
   and confirms “Licensed to NAME — Mardo 1.” Relaunch verification is offline.

If the installed license is invalid, Mardo retains the previous valid license
when replacement fails. Local files are stored at:

```text
~/Library/Application Support/Mardo/Licensing/license.flooflicense
~/Library/Application Support/Mardo/Licensing/trial-v1.bin
```

The directory is private to the current user. Moving the license file aside
returns Mardo to trial/viewer evaluation; moving the trial file aside resets
the intentionally locally resettable trial. Neither operation affects a
Markdown document.

## Operator rules

- Authenticate every ledger/admin request and keep the signing key, Stripe
  secrets, and ledger path outside source repositories and broad backups.
- Search by provider order ID or a privacy-preserving indexed workflow; do not
  paste customer records into chat, issue trackers, or general logs.
- A webhook retry must return the exact prior certificate for that order.
- A previous public-key certificate remains recoverable after rotation.
- Follow `REFUNDS.md`: correct recoverable delivery first, refund duplicate
  charges and delivery failures that cannot be corrected, and route material
  product failures through the applicable remedy process.
- Record delivery and refund state, but never claim that an offline refunded
  certificate was revoked.
