MySteinberg - Logged out when trying to submit a support request

Language
English
Document type
Help Center Article
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external
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https://helpcenter.steinberg.de/hc/en-us/articles/360007044320-MySteinberg-Logged-out-when-trying-to-submit-a-support-request

MySteinberg - Logged out when trying to submit a support request

Problem

When trying to submit a support request or reviewing recent ones in MySteinberg, you are logged out.
A "Goodbye" page appears.

Reason

The forwarding of data from MySteinberg to our ticket system doesn't work correctly in some cases. Two possible reasons have been identified:

  • the customer name is missing on the "My Profile" page in the MySteinberg account
  • the email address in MySteinberg has been changed

Solution

Please make sure to have your name entered in MySteinberg -> "My Profile" -> "Personal Info"
If you are logged out despite the name being present, please send an email to support and - if applicable -  include any other email address you may have used for MySteinberg previously.