Just bought upgrade from AI to 12 pro

I have Cubase AI 11 and it still works now. Just bought upgrade from AI to 12 pro, only got the Download Access Code. I was told ‘You entered a Download Access Code for a product upgrade but you do not own a license to which this upgrade can be applied. Please contact your local support team’ when I tried to Redeem Download Access Code in self-service page. What should I do. Waiting for your response. Thanks a lot.

If you have Cubase AI 11, then you should have purchased the following upgrade:

Please take a look at your purchase confirmation email/receipt to make sure that you purchased the correct upgrade, then insert the code into the Steinberg Download Assistant. Also check the Steinberg Activation Manager for any existing licenses.