What can I do to get response from Steinberg support team?
My support ticket #665229 from 17 days ago is being ignored.
Bought upgrade to Cubase Pro from Artist a while ago, now it won’t accept it.
Your Artist license is already showing as being Upgraded to Cubase with Steinberg licensing and you have Cubase Artist 14 showing as activated.
So I believe you bought the wrong upgrade as it says from Artist 10.5. The cheaper upgrade from Artist 14 should work. You can go to online shop support/billing and refunds and request a refund so you can buy the correct upgrade.
Cubase Artist was upgraded from Cubase AI, then it was updated to v14 using grace period.
I bough the correct (Pro from Artist) upgrade and it says so in the first screenshot, the line that you quote is “Upgrade FOR Cubase Artist” but as the bold text above says, it’s Cubase Pro license.
The screenshot clearly says it’s an upgrade from Artist 10.5.
It may have been the correct one 4 years ago but as you also didn’t activate your AI upgrade until now your Artist 10.5 license has now become a C14 Artist license so an upgrade from Artist 10.5 won’t work, it’s looking for a license you don’t have.
I think you’ll definitely need Steinberg assistance to sort this one out. The automatic activation system is not set up to deal with people buying multiple upgrades and only activating them 4 years later.
Yes, that’s why I’ve requested the support ticket, the problem is that it’s being ignored for almost three weeks now.
If you’re here in LA, call them on the phone.
If you’re somewhere else, look up their phone number for your area. Likely a much faster route for answers.
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Thank you for helpful advice, I wrote email to the Steinberg US Customer Support and they sorted it out.
Although the fact that my support ticket request is still unaswered after one month, as well as inability of two moderators that I PM’d here to respond, leaves a terrible impression about the company.