Purchased Cubase 11 Artist, but it was not added to my products

Cubase
1

Ok, so I purchased the Cubase Artist software after adding it to my cart, I arrived at the payment screen and the money was deducted from my bank account. Once transaction was processed I was redirected back towards the Steinberg page where it should show DONE, but what happen instead is the Steinberg page froze. I could not click on anything. When I checked my products, Cubase Artist was not added. So now I am sitting with a situation of the money having being already deducted but I am without Cubase Artist.

Any advice on how to rectify this situation?

Thanks

2

Contact Steinberg Support.

Did you get confirmation by e-mail and a receipt? If so, I would include the transaction number when you contact them - it should speed things up.

3

That’s the thing, I got no e-mail confirmation or anything. As if the system never processed the payment. I can send proof of payment if needed.

4

Search your e-mail, including your spam folder, for asknet.com.
That’s the company that handles the actual transaction for Steinberg

5

The transaction was done with nexwayshops. Thats the debit that was done on my account. Their website shows they do transactions for Steinberg (I have attached the image)

Nexwayshops
Nexwayshops1699×1025 191 KB

I checked the spam folders, no confirmation email there either.

6

I assume you’re not in the US then.
So just contact support and they’ll have to help you out. Good luck.

1 Like
7

Not Steinberg Support. Nexway support. @lesrou1983, note that this is a user forum, and you have been talking to Cubase users, not Steinberg staff.

The Steinberg online shop, for wherever a person is located, is run by Nexway, (aka asknet, they had a name change).

Support is here