So... I've lost days of time trying to get nectar authorized with my new Platinum install. I don't have a valid serial number to enter... no serial number at all to enter actually. It gets installed with platinum but I have no listing of it nor a Serial Number to use to activate it. I had a similar problem with Melodyne. Of course I went to the support phone number to get help... no longer taking calls. In fact the main number is no longer taking calls. In fact no number at cakewalk seems to be taking calls. Are you even still in business? You got my money over a year ago for this upgrade, I just installed the upgrade to work on a project and I can't get everything working. Latency issues, plugin issues melodyne is missing it's undo feature, and when you try to drag a note up or down a tiny bit, it shoots octaves up or down... never to be found again!, activations issues... no help... oh, wait, you'll call me back? Not great but if you are like T-Mobile and call me within 3-15min no problem... Oh, you'll only call me back if I schedule an appointment (The exact reason I refuse to go into an apple store - I'm going into buy something or get help with something that they make that is broken... and they want to treat me like patient in a broken health care system. Its' more than a little arrogant, but I digress ;-), Oh, there are NO APPOINTMENTS AVAILABLE... EVER!
Seriously? Guys... either you are the most successful company in the world, and don't think that you need to support your customers... because they hand you money faster then they can run out the back door to another product, or you are going out of business and just haven't made the announcement yet.
I really hope I'm wrong, I've had great support experiences with cakewalk in the past... this is not just a bad experience... it's the one of the worst imaginable. It single handedly rips the legs out from under all the good experiences I've had with one giant, deafening, zero.
Bruce

I've paid the money since 19th Aug and sent support emails after my purchase. No reply till now.  C'mon I'm sure Cakewalk can do better than this.  No serial number given, purchase not reflected in my account.  No support reply.  This is seriously bad... i can't use Platinum............ Any business would be freaking out if no reply and resolution in 24 hours.   While this problem goes on, the rest of my friends on Facebook are wondering when Cakewalk will solve such a simple but serious matter like getting my account credited with the purchase, and fully functional serial number and a working authorised installation of Sonar Platinum... 
 

Had purchased cakewalk platinum since 9th of August. Few emails exchange with them still cannot solve the simple purchase issue and cakewalk support keep asking me for verification( i did not received any download link and serial number in my account),  i received an email confirmation about the purchase and i forwarded them with the invoice and email from Cleverbridge which show it was fully paid by pay pal. But they still won't provide any link for the download in my account.
 
Going to ask for refund soon, a cakewalk user since DOS. What happen to the support? It took so many days to wait for reply but without any solutions. Disappointed big time
 
Eric Wong

Hello. Although I've been a CW customer since @ 2007 (before that as well... but I don't recall registering those early products... was one Digital Producer?! so many I can't remember them! so I'll leave them out) I've never needed to contact support and I've never needed the forum. The reason for this is simple for me: the GREAT PRODUCT I bought! I have used Avid and Cubase and still found Sonar 8 Producer preferable. Recently I decided it was time to upgrade to a new computer and Sonar edition. I tried to log onto my account and I got a message the account doesn't exist. I realise 'Oh no, that's the account that was hacked in 2009... I no longer have the account!' and then I began to wonder if I had the wrong email address. But that wasn't all... I then read that in 2014 accounts were restructured and so I'm wondering if I would have had access to it anyway. I contacted pre-sales to check on the price of Sonar Platinum with my current product but alas, I 'have no current products'. (Of course, in order to contact anyone other than pre-sales I guess I needed a new account anyway... which I made. But NO PHONE SUPPORT for me since they can't see my old purchase!) I then thought I may need to contact account support since pre-sales likely has nothing to do with accounts. NO RESPONSE AT ALL for a couple of weeks now. BUT pre-sales did reply that they would look into my account problem and get back to me. Not even their job I would submit, yet they at least replied. Still, I have yet to receive a reply.... I'm not particularly skint and can purchase new at full price but why would I when support is a major decision in this purchase? Especially since I've now seen so many with similar problems or my same problem who've received no help for weeks and even MONTHS? Since someone suggested leaving our ticket numbers I will, however, just in case through some miracle an account specialist can give it a go from here. Pre-sales: Case 324793. Account support: Case 325061. This isn't something a forum can answer but I was told I might get a quicker response if I posted here. ONLY CAKEWALK ACCOUNT SUPPORT can provide the fix, but they are apparently unavailable. I'm *HOPING* this is a temporary problem for Cakewalk and not a sign of the more general trend in corporate mismanagement (with which I am WELL familiar). As to the person suggesting flooding administrator PM boxes, I would love to but I don't know how. :) And as for the suggestion of a weighted queue, I respectfully disagree, as that is how we lost general phone support, or at least this is what I'm told. I just want my product to show up in my account so I can purchase Platinum with the discount I'm entitled to. That's all. If or when my account problem is taken care of, then... please, TAKE MY MONEY! Otherwise, I suppose it may be back to Avid or Cubase, providing their support is there. :) Thanks! 
 

Stephanie Polek
Hello. Although I've been a CW customer since @ 2007 (before that as well... but I don't recall registering those early products... was one Digital Producer?! so many I can't remember them! so I'll leave them out) I've never needed to contact support and I've never needed the forum. The reason for this is simple for me: the GREAT PRODUCT I bought! I have used Avid and Cubase and still found Sonar 8 Producer preferable. Recently I decided it was time to upgrade to a new computer and Sonar edition. I tried to log onto my account and I got a message the account doesn't exist. I realise 'Oh no, that's the account that was hacked in 2009... I no longer have the account!' and then I began to wonder if I had the wrong email address. But that wasn't all... I then read that in 2014 accounts were restructured and so I'm wondering if I would have had access to it anyway. I contacted pre-sales to check on the price of Sonar Platinum with my current product but alas, I 'have no current products'. (Of course, in order to contact anyone other than pre-sales I guess I needed a new account anyway... which I made. But NO PHONE SUPPORT for me since they can't see my old purchase!) I then thought I may need to contact account support since pre-sales likely has nothing to do with accounts. NO RESPONSE AT ALL for a couple of weeks now. BUT pre-sales did reply that they would look into my account problem and get back to me. Not even their job I would submit, yet they at least replied. Still, I have yet to receive a reply.... I'm not particularly skint and can purchase new at full price but why would I when support is a major decision in this purchase? Especially since I've now seen so many with similar problems or my same problem who've received no help for weeks and even MONTHS? Since someone suggested leaving our ticket numbers I will, however, just in case through some miracle an account specialist can give it a go from here. Pre-sales: Case 324793. Account support: Case 325061. This isn't something a forum can answer but I was told I might get a quicker response if I posted here. ONLY CAKEWALK ACCOUNT SUPPORT can provide the fix, but they are apparently unavailable. I'm *HOPING* this is a temporary problem for Cakewalk and not a sign of the more general trend in corporate mismanagement (with which I am WELL familiar). As to the person suggesting flooding administrator PM boxes, I would love to but I don't know how. :) And as for the suggestion of a weighted queue, I respectfully disagree, as that is how we lost general phone support, or at least this is what I'm told. I just want my product to show up in my account so I can purchase Platinum with the discount I'm entitled to. That's all. If or when my account problem is taken care of, then... please, TAKE MY MONEY! Otherwise, I suppose it may be back to Avid or Cubase, providing their support is there. :) Thanks! 

Hi Stephanie,
You may have tried this and so just going to ask this but when you created a new account were you able to add your Sonar 8 serial number or any of the other software serial numbers to your account? I don't even know if this is an option anymore since they changed everything but thought I would ask.
 
-John

Hi John!
Thanks so much for your reply! Yes, I did try that before I read on another page that if the email address you registered your product with no longer exists, you *must* contact account support and have them migrate the data for you:  I tried to link but it didn't work, sorry; it's under 'Products-Are-Missing-From-My-Cakewalk-Account'. I closed the email account after it was hacked in 2009... and I didn't visit the forums or have a need to contact support before now because I was VERY HAPPY with my Sonar 8 Producer, which worked flawlessly and the only reason I'm in need of a new product is my conversion from 32-bit Producer to a new 64-bit system on which I can't install my old programme. The result of trying to add that registration is a response saying it's 'registered to someone else'. Of course it is, and that someone is ME under my old email account. ;) I've seen others posting with the same account problem so I thought I would leave the link with my reply here so they know as well. Thanks again! -- Stephanie

It seems to me you have a couple of issues. First, is getting help or understanding about installing 32/64bit SONAR 8. This can be handled in the SONAR forum above. There is no reason SONAR 8 32bit, 64bit or both will not run on a new PC running 64bit Windows. Second is getting an updated product list in your account. This will take Cakewalk support. As I mentioned in the other thread, appending to existing threads is not the most efficient way to handle issues. It is generally better to create your own threads. Appending to threads which cover a variety of subjects rarely result in resolution of the individual issues brought up in the thread.

Scoot,
Thank you for the information! I'm brand new to any forum and my apologies for posting in the wrong area. I posted where I thought the subject best fit my problem, I didn't realise there were a variety of issues welcomed there. So thank you so much for the help! I'm grateful for the info that 32-bit can be installed on a 64-bit system as I was told it couldn't be and I didn't want to mess anything up. I'm far from computer-literate outside of using Sonar! I will try it, my only concern now being if it can be installed on a system when it's already been installed for all these years on my old 32-bit system which I'm abandoning. If that's not an issue, I'm glad to keep it but I still wonder if there's a benefit to be had in upgrading to Sonar Platinum (the comping capability comparable to what Pro-Tools has is supposed to be a boon!). Thank you again for your valuable help.

Your best solution is to create a new post in the SONAR area. Click the "Post New Thread" button at the top of the SONAR area to create a thread asking for installation help/recommendations regarding installing SONAR 8 32 and/or 64 bit on Windows (whichever version you have). You will get a lot more help there. You still need to get your account corrected but that is a separate issue.

No reason to apologize to anyone. But scook sometimes makes us feel like if he had a spoon he would wack us! You can post where you feel it may help.
 
If you want to try Sonar 8 Producer on your new system you can install the 64bit version from the original CD. It gives you an option to install either 32bit or 64bit. I would install both just in case you have issues with older songs you created in 32bit.
 
Hey you can even download the free version of Studio One and give it a try while you wait for support. I use this DAW also and love it but I also love the new Sonar Platinum. Depends on what I am working on. In either case neither company has live phone support.
 
Peace,
John