eLicenser issues relating to MySteinberg and displaying no valid license on my account

Cubase
,
1

I’ve purchased Cubase on an account and received my license number (EDITED TO REMOVE) through the eLicenser. However when I enter this code into MySteinberg, it is displaying that I have no valid product license associated with this account. I’m unsure as to why this is happening as I have the software and content downloaded and I’m at the final step before being able to use the programme but am still unable to use it after a month. I’ve sent a request to your support email but have had no response so if someone could reply to me on the forum it would be much appreciated as I’m getting quite frustrated that I cannot use the software I have paid for.

The email I am using is EMAIL REMOVED however it is possible that the now defunct account EMAIL REMOVED was originally used to purchase Cubase however this account became unable to use as your website would not recognise it causing me to create a new one. I’m just trying to explore options of why my main account doesn’t appear to be registered and is displaying that no Steinberg products are associated with it. If you could possibly check your system to see which of these accounts holds the valid license and has history of purchasing Cubase then that would help as I am stuck. If it is the account that is not defunct then would it be possible to transfer the license to my new email as it was a login issue on your site that forced me to create this new email.

Thanks for your help

2

Hi,

Please, don’t share the license number publically. I wouldn’t also share an email address publically.

From the description, I would guess, you bought an update or upgrade. Is it right? Did you buy the correct update?

Also, make sure you are signed in with the same MySteinberg account where you have the original license activated.

3

Thanks for your response.

Apologies for that I’ve edited the post to remove the number and emails.

No it wasn’t an update I purchased the software having never used it previously. Unfortunately I now cannot sign into the MySteinberg used originally as the site was not recognising my email address and I now only have access to my second account.

4

Hi,

Please, get in touch with your local Steinberg support.

5

I’ve tried. I left emails with Steinberg support over a month ago and have had nothing back. I’ve also tried calling but can’t get through; would you be able to give me the correct phone number to speak to someone? Im in the UK

6

Hi,

I sent you a Private Message.