Activation code not received

Dear friends,

I bought an upgrade license from Cubase 9.5 to Cubase 10.
The payment (49.5 EUR) is confirmed by my bank and I can see it in my current account statement.
My problem is that I find no activation code on the invoice regarding this upgrade, and my Steinberg account does not reflect my acquisition.

I send a message to on May, 18 and they answered that a ticket has been created.
But… the May is gone.

There is something that I have to know regarding this situation?

Thank you for your help,