hello folks, any tips are welcome!
i need support to my big problem.
Recently, I logged into my Steinberg account and found an unrecognized device active and using my Steinberg products. When I try to delete the device, a message appears saying that a problem has occurred and that I should contact support. Every time I try to delete this computer, it has a different name. A big detail is that it seems to be a PC; I only use Mac.
I have two-factor authentication enabled on my account. Why can’t I simply remove this computer from my list of devices?
This person is illegally using something I purchased, and I don’t have the power to deactivate this device.
After all, what is the purpose of this activation device manager if I can’t control it?
In my country, there is no Steinberg representative who can help me! If someone has been through this and managed to solve it, could you help me here in the forum?
If you change your password as @Johnny_Moneto suggests another person cannot use your account.
Anyway, since you have 2-factor auth turned on, it is very, very unlikely that someone has gotten into your account. One might deduce that the cause of this is a software bug, where a phantom activation can appear in ones account. This is purely conjecture on my part, of course, but to me that’s more likely than an intruder.
Hi Steve, thanks for caring about my case, but every day the name of the unrecognized computer changes its name. I have 2-factor authentication enabled since Cubase 12. I am currently on Cubase 13 + Absolute 6 and the potential intruder is taking advantage of this. But my biggest disappointment is that I cannot delete this unrecognized computer.
Did you read the post after mine? Please do. There actually was a bug that I described.
Some of the early releases of SAM had a bug in hardware identification that meant that different computers could end up sharing the same hardware IDs. This causes a lot of confusion in the online database, as e.g. the computer names for different users’ machines would end up overwriting each other. The bug has since been fixed, but some of the incorrect database entries may still persist from this time.
It is not possible for someone to log into your account without you receiving a notification.
Hello friend, but the whole problem is that I can’t delete this unrecognized computer from my account! I don’t have the power to do so, simply when deleting it an error appears!! In a normal scenario I would be able to delete this computer.
@Rafael_Favero_Soares I have edited the title of this topic to accurately reflect the issue.
Please read the topic linked by @funkster1, that is the problem you described
Are you actually saying you cannot activate nor deactivate any devices in your account?
Your account has not been stolen, as evidenced by your ability to continue to login, and you having not reported receiving notifications with 2-factor auth codes which would result from someone trying to access your account, even if they somehow had your password.
If you haven’t yet, you should change your password at this point out of an abundance of caution, simply for your peace of mind
