Online shop support
This article is about purchase-related issues. If you have questions regarding your order, a payment, the invoice, or the delivery, please find the answer or, if necessary, the direct support contact below.
- Steinberg's online shop is run by FastSpring, an authorized reseller of software, digital products, and services. FastSpring's consumer support gladly assists you with the order and payment process.
- If you experience difficulties with your Steinberg product, or you have questions on how to use it, please contact the Steinberg support team.
Checkout and Purchasing
Payment declined
Hidden Terms and Conditions Checkbox
Wrong country displayed in shopping cart
Payment declined
A charge may be declined due to invalid credit card information, a restriction on the account due to suspicious activity, or insufficient funds.
Credit Card Errors
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Your credit card was declined. Please try another card, or choose a different form of payment.
Card and currency mismatch or Insufficient funds. Try a different form of payment, or contact the issuing bank for more information. -
We regret that your order could not be accepted. We value your business and would like to help you complete this order. Please contact us for assistance.
Fraud decline by card issuer or FastSpring. Contact Online Shop Support (FastSpring) -
Your credit card security code (CVC) is invalid.
Double-check the card’s CVC and try again with the correct CVC.
PayPal Errors
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An unexpected error occurred, and we are not currently able to accept payment.
The transaction exceeded the card limit, and you should contact the bank that issues the card associated with the PayPal account.
Amazon Pay Errors
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An unexpected error occurred, and we are not currently able to accept payment.
The order amount is too high, and you should try a form of payment other than Amazon Pay.
Still need help?
Hidden Terms and Conditions Checkbox
Browser issues can hide the required checkbox to accept the terms and conditions.
Recommendations:
- Clear your browser cache and try again with a new browser session.
- Disable browser plugins related to spam or ad blockers.
- Try the purchase using a different web browser.
- Try the purchase from a different computer.
Still need help?
Wrong country displayed in shopping cart
The wrong country is displayed in the shopping cart or on the payment page, and therefore your payment method is not being accepted.
Recommendations:
- Ensure that your browser's location settings are set to the country you are currently in.
- Clear your browser's cache and cookies, then try accessing the payment page again.
- Use a different browser or device to see if the issue persists.
- If you are using a VPN, make sure it is set to the country you are currently in, or disable it temporarily to see if that resolves the issue.
Still need help?
Billing and Refunds
Unexpected Charge
Wire Transfer (currently unavailable)
Refund Instructions
Update Invoice
Unexpected Charge
Charged After Order Declined
If your order is declined, any charge on your account is likely a small and temporary pre-authorization that will automatically clear from your statement. Re-check your statement after several business days.
Additional charge on statement beyond order amount
There are several reasons for unexpected charges:
- Small charge of approximately 1 US Dollar or 1 Euro: Likely a temporary authorization to verify that your card or account is active, which will automatically clear from your statement. Re-check your statement after several business days.
- Full order amount charged more than one time: Your statement may mistakenly display the order twice or display the completed charge and temporary authorization separately.
- Two or more completed charges: To request a refund of a duplicate charge, please follow the instructions under Refunds in this article. FastSpring is not authorized to issue refunds without Seller approval.
Still need help?
Wire Transfer (currently unavailable)
Bank details for wire transfer
Wire instructions and bank account information is customized for each buyer to minimize exchange and wire handling costs.
Place an order online and choose Wire Transfer to receive the banking information for the order. These details are not provided in advance of an actual order.
- Preferred payment method is credit card or PayPal
- We accept mailed checks from within the US
- We do not accept ACH payments
Incomplete or Incorrect Wire Payment
Some bank wire transfers can take 3-5 business days to process.
Request a wire trace:
- Wait at least 3 business days after you initiated payment.
- Locate an official bank document or receipt that meets proof of payment requirements.
– Traditional wire: name of account holder, exact amount debited from account holder, description of remitted funds, date the amount was debited from account, account name and number of beneficiaries
– Non-traditional wire (Alipay, Sofort, iDEAL, or Giropay): receipt must include the payment reference - Contact Online Shop Support (FastSpring) and attach proof of payment.
A wire trace can take 1-3 business days to complete.
Still need help?
Refund Instructions
Requesting a refund is the only purchase related issue not directly processed by our online shop partner FastSpring.
If you want to request a refund for a product you bought in our online shop, please contact the Steinberg support team and provide the following details:
- Email address as on invoice
- Invoice date
- Order ID / invoice number
- Product name
- Payment method
Please note that refunds are only possible within 14 days after the purchase.
If you would like to return a product after that period, the reason for your refund request is also required.
Instead of clicking on the button, you can also send an email to: refund@steinberg.de
Update Invoice
Contact the online shop support (FastSpring) and include
- Order ID,
- Purchase Date,
- Order Total,
- and the specific text you would like changed.
Optionally, include an attachment to show an example of your preferred changes.
After the purchase: License, download, receipt, account
Missing receipt and instruction
Help with a product
License Key or Download Issues
Account Management
Missing receipt and instruction
If you did not receive a receipt or instructions to get your product:
- Search your Spam or Junk folder for an email from mailer@fastspring.com.
- Add mailer@fastspring.com to your contacts or list of safe senders in your email provider to ensure that messages reach your inbox.
Still need help?
Help with a product
If you experience difficulties with your Steinberg product, or you have questions on how to use it, please contact the Steinberg support team.
FastSpring can only assist you with purchase-related issues.
License Key or Download Issues
If the download link in your order confirmation mail is not working, or you cannot find the Download Access Code (license key) provided after the purchase, please contact online shop support (FastSpring) and provide the following details:
- Order ID
- Date of Purchase
- Order Total
- the name of the product
- Vendor: Steinberg
- screenshots displaying any error messages
Account Management
Use FastSpring's Account Management to access your orders, or update a payment method.
Access Account Management:
- Open your receipt email.
- Click Manage Your Orders.
- Enter your email address and click Continue.
- Check your email for a new message.
- Click the link to manage your orders.
Still need help?
Question a Charge
"FSPRG" on your financial statement is short for FastSpring and indicates a charge from Steinberg (or another company that uses FastSpring to process online transactions).
If you do not recognize a charge from FastSpring:
- Search your email for "FSPRG" or "FastSpring" and look for order receipts close to the charge date.
- Ask your household members to search their email for a receipt from FastSpring.
- If you still do not recognize the charge, look up the charge using the online form on this support page by FastSpring.
Tax or VAT/GST
Sales Tax and VAT/GST Policy
As required by law, FastSpring collects applicable taxes on all purchases.
- Sales Tax: Physical products shipped to residents in California and digital products, subscriptions, and physical products for residents in the U.S. incur sales tax except in Alaska, Delaware, Montana, New Hampshire, Oregon, AA, AE, AP, AS, and Puerto Rico.
- VAT / GST: Most sales in the EU and some specific other geographic locations incur VAT or GST. Rates differ by country.
- Exemptions: Customers in some locations can enter their VAT ID as part of the checkout process if they are exempt from tax payments. If FastSpring receives a tax certificate for a subscription tax exemption, recurring charges for the same subscription will not incur taxes.
- FastSpring W-9 tax form (PDF)
Tax or VAT/GST Refund
For eligible Consumers, FastSpring can refund tax within 90 days of purchase made via credit/debit card, PayPal, or Amazon Payments.
Contact Online Shop Support (FastSpring) to request a Tax or VAT/GST Refund
Set Up Tax-Exempt Order
If needed, FastSpring can create a custom tax-exempt order for you. When you contact us, be sure to include:
- The name of the product (link or screenshot with the product name and price)
- Product quantity
- Product price as seen on the checkout page
- Purchaser’s full name (first and last)
- Purchaser’s email address
- Purchaser’s billing address including zip/postal code
- A copy of the tax-exemption document, either in PDF or an image format
Contact Online Shop Support (FastSpring) to request a tax-exempt order
Purchase before September 28, 2023?
Steinberg's online shop was operated by Asknet and living-c until September 27, 2023. Since Asknet filed for bankruptcy, the online shop had to be closed at short notice.
Since October 23, 2023, FastSpring is our online shop partner. FastSpring is an authorized reseller of software, digital products and services.
What about my products purchased through Asknet's online shop?
All products will continue to work as usual. You don't have to worry about your current products or licenses. Your customer data is also absolutely safe.
Products you have already purchased from the Steinberg Online Shop are not affected, nor are your existing licenses. You can activate and deactivate your software as usual.
Our technical product support will, of course, continue to be available to you without restriction.
Online shop support for purchases until 2023-09-27
Unfortunately, Steinberg's support team cannot help with inquiries regarding the order process for purchases made via the online shop operated by Asknet.
If you need invoices from before September 28, 2023, we recommend searching your email account for "Asknet". If the search is unsuccessful, you can request invoices by email from Asknet. Contact information can be found on Asknet's website: https://asknet-solutions.com/
We'll keep you up to date on the latest developments here.