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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: billing and refunds

Updated

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. Recheck 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. Recheck 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.

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:

  1. Wait at least 3 business days after you initiated payment.
  2. 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
  3. Contact Online Shop Support (FastSpring) and attach proof of payment.
    A wire trace can take 1-3 business days to complete.

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: 

  1. Email address as on invoice
  2. Invoice date
  3. Order ID / invoice number
  4. Product name
  5. 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. 

Request Refund

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.

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