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Solved MyPresonus: User does not exist ?

C

Cecelius2

New member
Hi: I am new here, but have used SO (and other DAWs) for many years. Problem: i can no longer get access to MyPresonus account. I get "User does not exist"

I own SO 6 Plus Hybrid (and SOv3, SOv4, SOv5). I have used MyPresonus for many years. But now I can not log into mypresonus account. It says "User does not exist". So I tried to "reset the password", received the password code, and set new password, but I still get "User does not exist". i have tried this on different browsers, but no luck. I have tried using different computers and even tried the iOS MyPresonsus app to try to get access to my account

I want to upgrade from V6Plus Hybrid to V7 Pro, but I can't access Mypresonus account which is required to register the upgrade.

Further, my v6Plus Hybrid no longer is activated. I can't get access to my account to find the "Perpetual" license that was suppose to be part of the v6Plus Hybrid last year.

I could not contact Presonus Support because I can't log into MyPresonus account to open a ticket. [[But i did a workaround and created a new account today with a different email just so I could open a ticket and try to get MyPresonus account and access to my products.--but don;t know if that will work since support only provides support for current subscription owners]

Has anyone here had an issue with MyPresonus: "User does not exist" ? And has anyone found a way to access the MyPresonus account when it says "User does not exist"?

Again, I have used Studio One for many years, but now am locked out of my account.

Any suggestions? Advice? i would greatly appreciate it/

[fyi--specs-- Win11pro, i7 12700k, 32 gigs ram, multiple SSDs...]

Thanks in advance for any advice

Cecelius2
 
Thanks for the reply. Yes, that is exactly what I have been trying but it never really works. I tried multiple times. It sucessfully "resets" my password, but then I still get the "User does not exist" screen. Tried Google, Firefox, Duck browser and different computers, but it still give me "User does not exist". Still hope that support with reply to the ticket I opened via my alternate email.

Again, thanks for the advice.
Any other suggestions?

C2
 
Do you still have the email with the password code? Then check the email address they used to sent it to you and try exactly that. Sometimes email accounts accept several 'formats' but login pages only one. Worth a try. Other than that you'll have to wait for customer support to get back to you.
 
Thanks again. Just tried it again--did exactly what you suggested, but still "User does not exist".

Worse case scenario--I will purchase a new SO 7 Pro crossgrade license from Best Service (useing my Cubase 12 for requirement) and also use the new email identity for MyPresonus. Then after it is registered, open a new support ticked and ask support to merge the two accounts.

At least i have till the end of June to get an upgrade or crossgrade at the June sale rates.


BTW--glad I found this forum. There is some great threads here!

Again, thanks for the suggestions.
 
Last edited:
Quick Update: Presonsus Support Ticket worked. They were able to fix the problem with my account errors. Good news. I now have access to all my past Presonsus purchases and found the Perpetual License that was available when my v6Hybrid plus ended. They gave me the v7.1 version which is great.

Thanks to you guys for the advice and suggestions.

I look forward to participating in future threads.

Thanks again
C2
 
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