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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.

Online shop: checkout and purchasing

Updated

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

  • 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

  • An unexpected error occurred, and we cannot currently accept payment.
    The transaction exceeded the card limit, and you should contact the bank that issued the card associated with the PayPal account.

Amazon Pay errors

  • An unexpected error occurred, and we cannot currently accept payment.
    The order amount is too high, and you should try a form of payment other than Amazon Pay.

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.

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.

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