Tried upgrading Cubase and Steinberg gave me nada

[Functional]

I have hard time understanding what's going on. I recently purchased upgrade from 10.5 to 11 due to being on sale and Steinberg charged the funds from my account, but provided me with nothing else except an email with a prefab account "for future purchases". One that I cannot log into with the details provided, and cannot even change password of because it says "no account". There was an alternative page (that appears to not be used anymore? I had to google for that page) that I could log in with these details, and it didn't show that I have any kind of purchase at all - not completed, not pending.

I've created a ticket and knowing from experiences by my friends in recent past, it takes god knows how long for them to handle this. I am also apparently not the only person who has similar (not necessarily exact) problems with upgrading. Their social media accounts aren't saying anything at all about this.

So what exactly is going on here? Anyone here who knows anything about this?

[jancivil]

no familiarity w. the 'prefab account' for purchases...
The steinberg website where you purchase doesn't need to be logged into or dealt with anymore. You could make 'future purchases' independently out of nowhere. It's not connected to the authorization or download process which is a separate log in.*
You should have a receipt with a download access code which you enter at a *MySteinberg account, which produces an activation code for the elicenser.
and now the somewhat annoying Steinberg Download Assistant has all the files you licensed and then some.

[antic604]

So what exactly is going on here? Anyone here who knows anything about this?

Yeah, it's pretty moronic that Steinberg has separate user accounts for their shop and actual DAW/instruments. Regardless, upon purchase you should've received an e-mail with activation code to be used in eLicenser Manager (or whatever it's called...). Search for that e-mail. If now, contact the shop support (not Steinberg DAW/plugins support) - last time when I f**ked up something and deleted my Elements license somehow they were very helpful.

[Functional]

There's unfortunately no codes. At all. Just a single email that has an account for future purchases (which doesn't mostly work). And not in any hidden section of email either. I sent a ticket but now they outsourced support to some company called Ask Net Solutions, so that's gonna be exciting...

Just want to bend them notes

[thebutler]

There's unfortunately no codes. At all. Just a single email that has an account for future purchases (which doesn't mostly work). And not in any hidden section of email either. I sent a ticket but now they outsourced support to some company called Ask Net Solutions, so that's gonna be exciting...

Just want to bend them notes

Hi - just checking... is it this page you've tried to get support from.?
https://steinberg-fd.support-asknet.com ... port/login

If yes, I've found them to be fairly responsive in the past so hang in there..!

I agree with @antic604 - if all went well, you should definitely have received a confirmation email from asknet, containing activation code. What you describe above doesn't sound right; sounds more like a marketing drop...

My guess would be if you haven't received the confirmation email, then something went wrong with your transaction at the shop site. Log in to your account at this address:-
https://shop.steinberg.net/c/shop?ml=EN&mode=info
...and you can check your order and transaction status.

Hope some of that helps

[WasteLand]

i think you will receive nowadays a Download Access Code, which you must enter in the Steinberg Download Assistant and and an activation code is 'produced', click activate, and choose the eLicenser.

if i am writing this it seems confusing. well it is confusing for many users...

but it an a way it is simple, the logic is there.

https://helpcenter.steinberg.de/hc/en-u ... s-Code-FAQ

you didn't receive an email with a download access code????

EDIT: i see that jancivil, already explained it well...

[Functional]

There's unfortunately no codes. At all. Just a single email that has an account for future purchases (which doesn't mostly work). And not in any hidden section of email either. I sent a ticket but now they outsourced support to some company called Ask Net Solutions, so that's gonna be exciting...

Just want to bend them notes

Hi - just checking... is it this page you've tried to get support from.?
https://steinberg-fd.support-asknet.com ... port/login

If yes, I've found them to be fairly responsive in the past so hang in there..!

I agree with @antic604 - if all went well, you should definitely have received a confirmation email from asknet, containing activation code. What you describe above doesn't sound right; sounds more like a marketing drop...

My guess would be if you haven't received the confirmation email, then something went wrong with your transaction at the shop site. Log in to your account at this address:-
https://shop.steinberg.net/c/shop?ml=EN&mode=info
...and you can check your order and transaction status.

Hope some of that helps

Not sure what page it was but I did get an automatic mail from Asknet about the ticket so... there's that. The page even asked for order number and since I didn't get an order number, I just had to write "none" in the box. Again, I didn't get anything except an email that contains absolutely nothing of value. No codes, no order number, no nothing besides a customer number.

And sure, something may have gone wrong with the transaction, but they sure charged me the €60 from my account. Just didn't give anything for it. And yup, I've checked every facet of my email.

I also didn't make any accounts. I gave them my email and I assumed they would deliver the codes into email

[thebutler]

Ok - sorry; I'm getting it a little confused too. @Wasteland and @jancivil are correct (I just double-checked a recent upgrade email confirmation from asknet-support). It is a Download Access Code that is contained in the email.

Anyway, I'm at a loss as to your chain of events here and what can have occurred. If the money has been transferred, its an automatic process to get the follow-up confirmation email with Download Access Code... so, thats odd you've not got anything. Does your bank statement reveal any clues.?

What do you mean by 'I didn't make any accounts'..? You have to create an account at asknet-solutions before you can make any purchase. This account is separate to your MySteinberg login.

[Functional]

I got an update from AskNet, turns out it was fairly quick. They're saying it was unsuccessful payment attempt and ask me to give it another try.

...which is rather interesting because my account is still €60 light. I'm hoping that's about some delay in the banking transfers. But it wasn't drafted either, the payment very clearly went through

[thebutler]

Phew.! Glad for that at least... and that they are still pretty helpful/speedy in responding

[fmr]

I got an update from AskNet, turns out it was fairly quick. They're saying it was unsuccessful payment attempt and ask me to give it another try.

...which is rather interesting because my account is still €60 light. I'm hoping that's about some delay in the banking transfers. But it wasn't drafted either, the payment very clearly went through

What method did you use to pay?

[Functional]

I got an update from AskNet, turns out it was fairly quick. They're saying it was unsuccessful payment attempt and ask me to give it another try.

...which is rather interesting because my account is still €60 light. I'm hoping that's about some delay in the banking transfers. But it wasn't drafted either, the payment very clearly went through

What method did you use to pay?

I think it's a standard bank transfer? At least they had an option to verify payment through my specific bank (Nordea) so I thought why not

[fmr]

I got an update from AskNet, turns out it was fairly quick. They're saying it was unsuccessful payment attempt and ask me to give it another try.

...which is rather interesting because my account is still €60 light. I'm hoping that's about some delay in the banking transfers. But it wasn't drafted either, the payment very clearly went through

What method did you use to pay?

I think it's a standard bank transfer? At least they had an option to verify payment through my specific bank (Nordea) so I thought why not

A Wire Transfer takes time (at least one day to be effective, IF inside EU, much more if it's outside EU, and maybe another day to be verified by the destination account holder). You should have chosen another method, like CC or Paypal.

[dellboy]

While were on this subject of the Cubase sale is there any reason why you could not buy the update from Sweetwater even if you live outside the USA ?

The conversion from US dollars to UK pounds or euros makes it cheaper.

[fmr]

While were on this subject of the Cubase sale is there any reason why you could not buy the update from Sweetwater even if you live outside the USA ?

The conversion from US dollars to UK pounds or euros makes it cheaper.

If you buy (they sell to you) the downloadable version, and they sell it to you, I can't see any reason why you couldn't do it.

Sometimes, these shops don't sell these products to people living outside the USA.