Upgrading From Cubase Artist 9 To Cubase Artist 15: Unable to access purchased upgrade

Cubase
1

I had Cubase Artist 9 on my old laptop which had to be replaced. On 23rd December, 2025 on seeing that there was an upgrade available from Cubase Artist 9 to Artist 15, I set up Cubase Artist 9 on my new laptop and purchased the upgrade.

On following instructions for downloading I was advised that my eLicenser for Cubase Artist 9 had not been registered. I followed the instructions to register it, but received the error message “This eLicenser number has already been registered by another user” (the other user, I presume, being be myself when I purchased Cubase Artist 9 as new and set it up on my old laptop). Unable to register my old eLicenser to my current Steinberg account has obviously meant that I cannot now download the upgrade I have just paid for.

That same day I raised the issue with Steinberg (ticket ID # 746558), asking whether it would it be possible for my old eLicenser to be transferred to my current Steinberg account. I understand, however, that Steinberg may be unable to do this as I no longer have proof of purchase for Cubase Artist 9.

I therefore also asked if I could request a refund for the purchase of the Cubase Artist 15 upgrade if my old eLicenser could not be transferred for, as I pointed out, I had no wish to fork out £149 for a product I could not possibly use.

I am aware that the Steinberg support team were not available until 5th. January and appreciate that, to date, they may not have had an opportunity to see my ticket request.

Nevertheless, I would appreciate it if anyone who has had to deal with the same or similar problem would let me know of any additional actions that they took to remedy the situation and what the outcome was?

Many thanks

Ro

2

You seem to be suggesting that you had another account but have opened a new one?

Can’t you log in to the old one which has your Artist elicense registered?

3

Sadly, no. It’s been so long since I’ve had to access my old account I have no idea what the password is. I’ve run through all those most likely, but to no avail - hence contacting the support team for assistance. Thanks for checking though.

4

You only need the email….you can reset password.

Otherwise you’ll either need to wait on Steinberg Support or you can get refunded by the online shop support who are much quicker

5

Many thanks for this information. I have confirmed the details as stipulated in Online Shop Support with the Steinberg Support Team. Trying to reset the old password has proved impossible as a confirmation email would have to be sent to my old email address to allow me to do so and that email account no longer exists. If I’d had my wits about me, I should have purchased the full version of Artist 15 in the first place rather than the upgrade - something I may well do if I receive a full refund. Thanks again.

6

Well, at least in the meantime, you can use Artist 9 as your dongle has that license on it.