Assistance Needed - Lost eLicenser Key for Cubase 11

Cubase
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1

Dear Steinberg Support Team,

I hope this email finds you well. My name is Stéphane, and I am writing to seek assistance regarding an issue with my Cubase 11 software license.

Unfortunately, I have misplaced the eLicenser key that contains the license for my Cubase 11 software. I have made multiple attempts to resolve this situation through the “Zero Downtime” assistance, but, regrettably, my efforts have been unsuccessful, and I’m unable to access my license.

As a dedicated user of Cubase, I heavily rely on the software for various projects that I am currently working on. There are several critical projects that require immediate attention, and the lack of access to my Cubase 11 license is hindering my ability to finalize them.

I kindly request your assistance in recovering my license or providing guidance on how to proceed in such a situation. I understand the importance of adhering to licensing policies, and I assure you that I am the rightful owner of this license.

To provide you with the necessary details, here is some information related to my license:

  • The email address associated with my Steinberg account :

If there is any additional information required from my end, please let me know, and I will be more than willing to cooperate fully.

I sincerely appreciate your prompt attention to this matter, as I am eager to resume my work on the pending projects. Your assistance will be of immense help, and I am confident that together, we can resolve this situation efficiently.

Thank you for your understanding and support. I look forward to hearing from you soon.

Best regards,

2

You are posting to a public user forum.

Since you are in a country with direct support from them, You can contact Steinberg via telephone or through a support ticket.

I can’t tell from your post what precisely has gone wrong there, but I did use Zero Downtime, and received a temporary activation code immediately, and the broken USB key was disabled in their database.

When a replacement USB Elicenser key is purchased, that code can be entered in the Elicenser app, giving you 25 hours of actual use.

3

Hi,

Please get in contact with your local Steinberg support team. This is users forum.

Btw, I would strongly recommend you to don’t share your personal data (like your email address for example) publicly.

5

Hi,

I tried to submit a ticket but I can’t do it.

It leads me to distributors

6

Did you follow the instructions for Zero Downtime on this page?

7

Hi,

These are the local Steinberg supports you should get in contact with.

8

Yes I did without any success

9

The distributors for my country is Yamaha. How Yamaha can help me for a cubase issue ?

10

Hi,

There is (business) relationship between Yamaha and Steinberg. At some European countries, Yamaha is the distributor and also takes care about the local support.

11

I live in Martinique (french carribean). The distributors website indicate Yamaha Music Latin America S.A. as the right distributor to choose, but when I go on their website it is impossible for me to select my country

13

The replacement of licenses stored on a lost is usually covered by the Steinberg Zero Downtime (SZDT), a service included in MySteinberg. If you have registered the USB-eLicenser in question with your MySteinberg account, you can request a SZDT backup license there.

For details, please have a look here: www.steinberg.net/steinbergzerodowntime

These cases are all handled by the support team at the Steinberg HQ but I haven’t been able to find a request in our inbox yet.

1 Like
14

Hi,

I have already requested a SZDT licence back up but when I to put the activation code in elicencer contrôle, it was not possible to use my mac as a soft elicencer.

So, I requested a soft e licencer back up through which I mentionned that my soft eL doesn’t work. But now, when I try to use the activation code again I see that my licence disappeared.

So I am totally lost

Could you help me please ?

15

If your license is Cubase pro, you will not be able to use a soft-telicenser (you will need a new USB key).

16

There is no backup for a Soft-eLicenser based icense. You started the SZDT process which is for USB-eLicensers only but we haven’t received the PDF form yet.

Also, as you have moved to Cubase Pro 12 with Steinberg Licensing, do you still need a replacement for the old license? This would require a new USB-eLicenser to be bought to activate the replacement license.

17

Yes my licence is cubase pro 11. How can I get a new usb key ?

18

I have two licences. Cubase 11 that I use on a mac and cubase 12 that I use on a PC. These are two different licences.

The one I would like to get a backup is cubase 11 whose I lost the usb key.
So I have no other choice than buy a new usb elicencer, right ?

19

Yes, you need to buy a new USB key to be able to get a replacement for your Cubase 11 pro license. But you can use your Cubase 12 Pro license on your Mac too.

You can buy a new e licenser key in Sweetwater, Amazon, and so on.

20

Ok.

  • Can I use cubase 12 on both (my pc and my mac) ?
21

Sure you can.

22

Ok thank you.
If I met a problem I’ll be back to you