I had to format and reinstall a computer on which Cubase 11 Elements (Grace Period Eligible) was installed. The soft e-licenser had been registered on the Steinberg account (not the one I use in this forum).
Now I’m stuck as it seems that I should have done the free upgrade before reimaging, because in the Steinberg account the button for reactivating the Soft-e-licenser is missing (which is not the case for other registered Cubases) and I also can’t convert it with the free upgrade as this depends on the Soft-e-licenser being accessible on the same computer. Trying to use the Download access code wasn’t successful as entering it in the Steinberg account told me to use it on the computer and on the computer it told me that it has already been consumed.
So I think there is some quirk with the licensing as it is so easily possible to get to a dead end if you forgot to redeem the free upgrade.
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I already tried to contact Steinberg Support via the Steinberg Account containing the registered but now not accessible Soft-e-licenser and asked whether they could transfer it to the new Soft-e-licenser. Unfortunately my ticket was closed after several days without any response in the Steinberg Account and in the sent mail the computer system excused for the delay in processing the request and told me that I should create a new ticket if the issue persists …
As I fear that the new ticket won’t be processed successfully I’m hoping that a helpful Steinberg administrator reads this forum and can help me transfer the license to the new Soft-e-licenser to be able to access and upgrade it before the e-Licenser service is shut down in 2025.
No, I don’t have access to the upgrade - Steinberg Activation Manager doesn’t know that I’m upgrade eligible as for the upgrade check it only access the Soft-e-licenser on the computer, which doesn’t contain any license (hard disk formatted thus the registered Soft-e-licenser is inaccessible). I also don’t have a Download Access Key for the upgrade license (which probably wouldn’t work either because it probably would check for the base license in the Soft-e-licenser, which isn’t accessible (formatted hard drive)).
So I think I would need somebody from Steinberg who can move the Cubase 11 Elements license from the old e-licenser to the new one (both are registered in the other Steinberg account - I could PM you the details (Steinberg account and elicenser numbers) (if you tell me how I can write you a PM)).
I am sorry that you haven’t received a reply. It should be possible to send a private message now, so please provide the email address that you used for the inquiry and that is used for the license registrations. I’ll see how I can help then.
@Ed_Doll I have sent you a new PM 14 days ago, unfortunately I haven’t heard back from you, so I updated the PM (probably it got lost somehow between all the other messages you receive).
