i have the exact same problem, say payment method too PayPal. sent email on the 9th and haven't heard back.

@Ryan-Sch, @Cristopher-Dolores

HI

Check your spam folders, for some unknown reason the emails end up there.

John EB
Forum Moderator

@johnebaker

Unfortunately that isn’t the problem. There are no purchase confirmation emails, as it looks like the transaction never completed on the Magix website’s end.

It doesn’t show the purchase anywhere in my Magix account area, yet the PayPal transaction is shown as complete, and the money was deducted from my actual bank account days ago.

I’ve opened & updated a support ticket on the Magix website numerous times, and receive an email reply with the ticket updated by the Magix AI support, that says it will be forwarded to a human, but days go by with zero human reply.

I’ve opened a claim with PayPal and hopefully that will get to an actual human at Magix as I still want the software.

I have faith it will get resolved if an actual Magix employee sees it versus the AI support bot.

i have the exact same problem, say payment method too PayPal. sent email on the 9th and haven't heard back.

@Cristopher-Dolores Hopefully we’ll both get resolutions!

I am in the same boat. Pay Pal charged, no code or download received. Ai bot responses , promises to contact human representative, then silence.

@Williams-Michael Sorry to hear that! I’ve tried multiple ways of contact. And just get crickets. I’ll give it a few more days.

@Ryan-Sch I have open tickets from October 2025. Since last summer Magix support was restructured and they barely respond now. In the past they usually responded quickly and solved problems. If you even don't get a response from RMEP, maybe we need to contact their CEO. Otherwise they don't learn it.

info@russmedia.com

https://www.russmedia.com/management/

I don't know how to contact Eugen Russ directly, though.

@SP. Thanks! I’ve sent a few emails to Russ Media and no response. I’ll try connecting to some employees on LinkedIn and if it’s not resolved by next week I guess it’s a PayPal charge back…

@Williams-Michael @Ryan-Sch @Cristopher-Dolores @SP. @johnebaker

Hi All

I have started contacting Magix employees to bring this issue to their attention and pass onto the relevant department.

As Moderator I have had no response from support for the last two months, it's obvious the new A.I support is not working and needs to be addressed.

So hopefully someone at Magix responds.

Stephen

Forum Moderator

@PATIENT-X Much appreciated!

@Ryan-Sch

Your welcome

Stephen

Forum Moderator

The exact same thing happened to me on January 12th when purchasing an upgrade to Vegas Pro 23. I opened a support ticket and sent a follow up email five days later. I have yet to hear anything. I will consider filing a Paypal claim.

I finally escalated it to a PayPal claim. Hopefully I get my money back.

Good luck everyone!

I submitted a Paypal claim request as well.

It’s a miracle! MAGIX got back to me with my serial numbers!

Hi

I received a response from Magix yesterday that they were looking into it.

Stephen

Forum Moderator

@PATIENT-X Excellent 👍

@SP.

Thank you.

Stephen

Forum Moderator

I've still heard nothing from them. But the promotional sales emails keep coming lol. I'll update here if I ever hear back and actually get my software code or give up and dispute Pay Pal payment.

Tried Support again with no success. Filed a dispute as well.

I purchased a Magix software product last week via the Magix website and paid via PayPal, the payment went through, but errored out when redirected to the Magix website.

I’ve opened up a support ticket, emailed the email address provided in the PayPal transaction, sent a Facebook message and the only reply I receive is from their AI bot that tells me:

“Unfortunately, our automated system was unable to find any relevant results for your request.”

I’d just like the product I paid for…..

 

Thanks for reaching out, and we’re really sorry for the frustration this has caused.

Since January 7th, 2026, there has been an issue affecting a small number of purchases made through our US shop when paying via PayPal. In these cases, the payment is successfully debited by PayPal, but the funds are not released to MAGIX, which means the product order is unfortunately not triggered automatically.
The root cause of this issue is on PayPal’s side, not with MAGIX.

The problem has not yet been fully resolved, but we are actively working on a solution together with PayPal. In the meantime, our team is manually processing all affected orders. Impacted customers will be contacted and receive their product licenses within the next few days. Our goal is to have this completed by the end of this week, if possible.

We sincerely apologize for the inconvenience and appreciate your patience. Rest assured - you will receive the product you paid for.

@Tom_Sp @Ryan-Sch @SP. @Cristopher-Dolores @sizzle09 @Williams-Michael @johnebaker

Hi

Thank you Tom for messaging me and responding to this thread, your assistance in said matter is highly appreciated.

Stephen

Forum Moderator