Hello,
I tried to purchase an update for Cubase 13 last friday. I got a message that the order was delayed and that I should wait for an email. This Monday my card got charged with 49,99 by fastspring but no email from Steinberg. I opened a ticket but no response yet. I emailed Fastspring, they got back to me: they couldn’t find anything attached to my email adress witch is weird.
What to do now?
Any help or insight is appreciated.
Regards,
Jakob
Hi Jacob,
I had a similar issue with Fastspring some months ago. After sending them the details given on the bank statement, like the customer reference number, they were able to verify the failed purchase process and refunded the money.
So I recommend to contact them again and send them a screenshot of the transaction from your bank account and request a refund.
Hi Martin,
Thank you very much for your response, I was of course hoping to get the update at the current price. So if I don’t hear from Steinberg in the coming days, I will get back to fastspring to make that happen.
Regards,
Jakob
If you can afford it, I would just buy the update again to ensure getting it for the current price and handle the refund of the other purchase in parallel. You can always return one of them later if you end up with two licenses for some reason.
That is certainly an option, I still have the day to make this decision.
Thanks,
Jakob
I just received my email with download and activation instructions.
Solved!