In case anyone else has this problem:
I have Cubase 14, which includes Iconica Sketch, so I got the crossgrade to Iconica Opus. When I entered the DAC in Download Assistant, it said
“you entered a download access code for a product upgrade but you do not own a license to which this upgrade can applied. Please contact your local support team”
I went to the US support page and clicked “chat”, filled out the form.
Within two minutes Tim from support answered. He fixed the problem within one minute by giving me another DAC for Sketch, and telling me to enter that, and then to enter the one from the receipt for Opus.
It seemed strange to both of us that Sketch needed a DAC, because it’s free, so maybe this will get fixed soon.
Kudos to Tim from US support!
I am glad you posted this pragsmike, because I was thinking of taking that same deal and I was unsure if the included Iconica Sketch did qualify, the only thing now is Im not sure I want to put myself in a position where I have to hope support will supply the right DAC for me…
Same error message for me. I bought Iconica Opus Crossgrade on November 20, 2024 at 21:30 (UTC+1)/Switzerland.
At first I wanted to buy the upgrade of Iconica Sketch (included in Cubase Pro 14). But in the details it said that I should buy the crossgrade (at that time Cubase 14 was not listed; only Cubase 13 and other programs).
Paid, received e-mail, entered code and then… Error.
On the support pages I was redirected to a form for license problems. I then filled this out. I received a confirmation email from FastSpring.
Unfortunately, “Chat” is not available on the German-language support pages. So far nobody has contacted me…
I thought that this would be taken care of quickly…
After all, I found pragsmike’s post and went to the US support and “Chat” was visible there… I entered my details and a friendly agent answered - sorry, I didn’t pay attention to the name.
However, he couldn’t help me directly, as I’m not in the US system. He gave me the phone number for German support. Unfortunately, it was already outside the German-speaking support hours and now I have to wait until Monday at the earliest…
I have the same error in Germany. Contacted Steinberg and FastSpring’s consumer support. Hopefully Monday is the day of a good response. The Problem was, on the Orderpage is shown: Crossgrade with Cubase 14 pro.
But after payment the side with the Key-Code say: Order was for Cubase 13 pro.
Although Iconica Sketch is included in Cubase, it is not free! It can be bought separately. But if you didn’t buy it separately, instead of the upgrade from Sketch, you should have bought the crossgrade from qualified Steinberg products. That’s the reason why the upgrade process failed: you actually didn’t have a license for Sketch itself. Instead, you had a license for Cubase.
I understand that @mohch and @Mandrox probably bought the right thing, but I’m not sure about the original poster, @pragsmike