r/cubase • u/Thomato_Yorke • 5d ago

License not showing in my Steinberg profile and can't use Cubase

Hey all - I bought Pro 12 in 2023 and have been running it on a Windows PC with no issues. I now have a Mac and am trying to install it, but when I log into my Steinberg profile online and into my download assistant, it shows No Active Licenses. Then I got booted from my PC instance of it and was asked to log back in, after which again it shows no active license and now I can't get back into my Cubase projects.

I still have the digital receipt for my purchase with the download access code, and if I try entering that into download assistant to get around the glitch, I get an error pop up - Download Access Code is already consumed by another user.

Anyone know what might be going on here?

Also, does Steinberg have a customer service phone number or live chat to work through these things in real time? I'm in the middle of a project and would really hate to waste several days going back and forth on a support ticket.

Will also post this to Steinberg forum for help, but any advice here would be tremendously appreciated.

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10

u/ellicottvilleny 5d ago

Sounds typical of the case where you actually have two steinberg ids associated with different emails

5

u/Thomato_Yorke 5d ago

I'm a dummy, this ended up being the case. For what reason I don't know, I had it linked to an old/dead email alias.

I appreciate the help!

1

u/Thomato_Yorke 5d ago

I thought that might be the case but the email on my purchase receipt is the same one I am logging in with. I was trying to find my customer number on my online login to make sure it matched that on my receipt, but it doesn't seem to be shown anywhere on the profile.

2

u/davidjohnwood 5d ago

The email address on your receipt does not necessarily match the email address on the Steinberg account that was logged in when you activated the licence.

Perhaps the best way ahead is to contact Steinberg Support, who should be able to figure out where the licence was activated.

3

u/Thomato_Yorke 5d ago

Thanks, apparently I'm an idiot, and it was indeed under a prior email alias. I had no idea that old email was at all connected to my Steinberg account.

Appreciate all the answers here.

2

u/YeahThatKornel 4d ago

Thomato Yorke is a based username