Unable to apply update to C15 after payment

Cubase
1

Hello,

i bought the Cubase Update from 12 or 13 as I used 12 still to this date.

After my testing period was over I bought the update.

when i was ready i should make a new password in my steinberg account what i did.

when i the logged in with download manager or activation manager i could not use my access code because my cub12 license was deleted! An error message told me that the code is for an update from a license which is not existing.

what the f*** did happen here??

I run a business and had to cancel 3 days now as i now cannot open the 12 again neither the (PAID!) v15

Of course I made a claim in the help center but did not receive any answer.

i am losing customer right now.

what shall i do???

2

Licenses don’t get deleted.
If your password has changed it should be enough to log in with the new credentials.

Your MySteinberg account holds all license data for you.

3

But it did.

I can see the licenses for Cub 8, 10 and the 15 trial. No 12.

4

Did you actually a new account? Check that.

Show us a screenshot of your Steinberg Activation Center on your computer please.

5

Have a look:

image
image2109Ă—881 39.9 KB

image
image879Ă—625 30.3 KB

6

This really looks like a problem of having 2 accounts.

I would double-check the email address in the receipt for the most recent purchase, compared to the one you logged into in the Activation manager.

As stated,

Since your C12 license is not present in that account, and you presumably updated from C12 to C15, one can deduce that all this happened in a different MySteinberg account.

7

I could solve the problem.

Which was the following:

When I bought C12 2021 I accidently took …@gmail.com for the account. I thing it was “auto fill in” and as my adress is quite long i never saw the domain name. My original user email was …googlemail.com … which is the same for google but not for steinberg.

so yes, both were putu together by steinberg now again to the original one and all is okay now…

BUT… why do I have to write a thread here in the forum and after 3 days of waiting I get an answer 10min after I was active here. That’S a pity.

Regards,

Maik

8

It’s likely you didn’t have to post here at all, and that the support team responded to the ticket you created without even knowing that you posted in the forum.

It was your own error. As you said, you did not verify important details

3 days for support to resolve your problem seems reasonable. After all, it’s human beings who engage with you, not machines, and they continually receive many other support requests.

You could have called them on the telephone as well, if you wanted a faster response.

I write all this because it’s very easy to bash the support team. I also edited the title of this topic for accuracy

1 Like