Hi Paul,
I bought the same promotion from AI to pro.
The fact is that you have to buy an USB dongle otherwise it doesn’t work.
It would work if you have bought the upgrade from AI to pro12. But you have the upgrade to pro 11.
Matthias told the dongle is not necessary for 12 pro. Unfortunately for 11 pro it is necessary in order to get 12, you have to transition from the old system to the new. I do agree that is very complicated.
Then you have simply to- much less stress and cost than to sue Steinberg 
>
1Buy the dongle
2 Activate the AI license to the USB dongle, or transfer it to the USB dongle from the soft e licenser if you have the AI license in the soft e licenser… this transfer is mandatory. In order to upgrade the Ai license you have to transfer it to the USB, otherwise the upgrade to pro 11 wouldn’t work
3 Upgrade the AI license to 11 pro license in the USB dongle and now you can use Cubase 11 pro with the dongle
4 Apply for the grace period and get the free pro 12 with the process described on this page
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