@SP. @Tom_Sp

Hi

The main problem was PayPal payments issues in general where users did not receive their serial numbers which as you stated I brought to the attention of Magix and is currently being dealt with. This was a PayPal technical issue.

The second separate issue is the actual support system from Magix which is non existent, their replacement of a.i obviously has teething issues which needs to be addressed separately from PayPal.

Moderators and users are not receiving any such support because it's broken and needs attention from Magix as a priority.

I myself have been waiting on a response from Magix support since last October?

So thanks for creating this post for all users to raise such concerns.

@SP. I have pinned your post.

Ps this thread is for users who had a general software enquiry with Magix support who did not receive any response, if you have any issue with regards to PayPal payments please contact PayPal directly.

Stephen

Forum Moderator

It appears to be impossible to get response from a human at MAGIX technical support. I have tried multiple times to submit a ticket, but all I get is constant bot/AI intrusion in MAGIX's attempt to keep customers from reaching a human support agent. When the bot/AI eventually gives up and says that the matter will be forwarded to a real human, you get will never get a response. Days go by without a response. When I try responding to the last email communication sent by the bot, I am brusquely told that the ticket has been closed and told and that I should start the process all over again. Here's that email chain:

--------------------

MAGIX Support Jan 24, 2026, 12:30 PM (3 days ago)

Unfortunately, our automated system was unable to find any relevant results for your request. We will forward your message to one of our employees.

--------------------

Peter 11:08 AM (Jan 27, 2026 11:05 AM)

Why am I still waiting for an employee to respond to my inquiry?

--------------------

MAGIX Support

11:11 AM (Jan 27, 2026 11:07 AM)

Thank you for your mail. Unfortunately, we can't process your request, since your ticket has already been closed. Please create a new ticket via the support form on our website: http://support.magix.net

--------------------

Dealing with MAGIX is a joke.

@instrumentality I wouldn't be surprised if your ticket never reached support staff. Same for mine and many others. The AI support bot simply doesn't work.

@Tom_Sp

Hi

I hope Tom can bring this issue to Magix attention as this needs to be passed onto management to give the users (customers) an update on what their plans are with regards to looking into it's failed support system and using human interaction in the meantime until the a.i support can be improved.

There is obviously a disconnected process between a.i and the magix staff.

Stephen

Forum Moderator

@PATIENT-X @instrumentality @SP.

Hi Stephen,

thanks for raising this and for your continued moderation and feedback.

I want to clarify how our support setup currently works and address the concern about AI vs. human interaction.

We operate two main support areas:

1. Product Support
This is further divided into
a) VEGAS, ACID, Sound Forge
b) Video deluxe, Video Pro X, Music Maker, and related products

In Product Support, we use an AI-assisted system as the first layer. This system is continuously monitored, evaluated, expanded, and optimized by our support team.
If a request cannot be resolved successfully by the AI, it is automatically forwarded to a human support agent.
In other words, our product support intentionally combines modern technology and human expertise, not one without the other.

2. Sales Support
All tickets are handled manually by our sales support staff.

I have full visibility of all support statistics and am working closely with the team on this topic on an ongoing basis. We’re very aware that AI support must complement human support (not replace it) and improving the handover and overall experience is an active focus.

Your feedback (and that of the community) is important in identifying where the process still feels disconnected, and we take that seriously.

Thanks again for bringing this up.

Best regards
Tom

@Tom_Sp @johnebaker @emmrecs @SP. @instrumentality @Bol @rraud

Hi Tom

Thank you for your quick response and giving a breakdown on support and sales at Magix.

As users have mentioned there is a disconnection at the point of a.i contacting human support were users receive no response and their ticket is being closed prematurely.

I am positive that with your assistance and diligence in such matters said issues will improve in the short term.

Stephen

Forum Moderator

And to think I just made another purchase expecting the same support I used to get. Now I am worried because I have submitted a Technical Request an hour ago. 😒😒

Just a thought have you checked your email spam for messages from Magix. I say that because only a couple of hours from submitting my request I have had an email saying

"Hello and welcome to MAGIX,

Thank you for contacting us.

Unfortunately, our automated processing system was unable to find any relevant results for your request. Either there are no corresponding entries in our knowledge base, or the information you provided is insufficient to process your request.

Please reply to this email with a more detailed description of your request and keep the subject line unchanged.

Which program version are you using?

Which operating system are you working with?

What would you like to do and what exactly is not working?

Please attach screenshots for documentation purposes.

Best regards

Your MAGIX Team"

I will let you know what transpires from this

@David-Robinson5527 That's an automated response. You'll likely get another automated response, telling you that you'll be forwarded to a staff member. And then nothing happens. And if you ask again for an update, you'll either get the same responses or another one simply telling you, that you can add additional information by sending more follow-up e-mails. And some day, you'll get the response that the ticket is closed. That's my experience.

Ticket number removed by Moderator

After more than two weeks, Why have I had no correspondence from your support team around this issue??

I paid good money for this subscription, that I'm currently unable to use??

Disgruntled customer.

Get Outlook for Android

@Craig-milne

Please do not post confidential data, like your Support Ticket number, to this public, user to user forum. I have edited your post to remove it.

If you read the whole of this thread you will see that Magix staff are aware of the problem of lack of response to support requests and are seeking to resolve it.

Exactly which software do you own a subscription for? If it is one of the Magix Vegas range of products, please read this pinned post and follow the advice given there.

Jeff
Forum Moderator

Hi all as @emmrecs has mentioned, see below.

For Vegas products support enquiries:

Vegas Pro  - all versions
Vegas Edit - all versions
Vegas Post - all versions
Vegas Movie Studio - up to version 17.

Please either click on @emmrecs provided link or scroll down to the bottom of the page and click on VEGAS Forum.

Stephen

Forum Moderator

I am in an endless loop trying to reply to a ticket I have open.
Following the initial reply to my response, I keep getting a reply
Note: If you would like to add further information to this ticket, please use the following subject: 
I add just the ticket number to the subject and i keep getting this reply!
I logged the initial ticket on Jan 19th!
Can someone reach out as it is a sales issue.
Thanks

@Danny-Walsh

I add just the ticket number to the subject and i keep getting this reply!

I logged the initial ticket on Jan 19th!

Same happened with my ticket from October. An endless loop until it was closed

@Tom_Sp @Danny-Walsh @David-Robinson5527 @Craig-milne @SP. @instrumentality

Hi

Hopefully Tom can give an update at some point, on why users are enduring an endless loop ending with their ticket prematurely closing.

Stephen

Forum Moderator

To follow up on my request for help from Magix. I have had three emails from Magix which I believe are mostly BOT generated and although they were relevant the advice has not resolved my issue. The latest message said "If you still have the case not resolved, please reply to this e-mail directly so we can forward your case to our human support team for further assistance." This I have done, so I will keep you updated.

Surely MAGIX, now having been made known of a problem, can go through the closed support tickets since whenevever they implemented the AI answer-bot feature and see what the last response to an inquiry was and recognize they never had a human support technician involved despite the bot promising that the inquiry was being handed to a human. This is not rocket-science. It's rather remarkable that MAGIX never tested their own AI support system before unleashing it on their customers.

To follow up on my request for help from Magix. I have had three emails from Magix which I believe are mostly BOT generated and although they were relevant the advice has not resolved my issue. The latest message said "If you still have the case not resolved, please reply to this e-mail directly so we can forward your case to our human support team for further assistance." This I have done, so I will keep you updated.

I did as instructed and guess what, I get a BOT message back saying

"Hello and welcome to MAGIX, Thank you for contacting us. Unfortunately, our automated processing system was unable to find any relevant results for your request. Either there are no corresponding entries in our knowledge base, or the information you provided is insufficient to process your request.

Please reply to this email with a more detailed description of your request and keep the subject line unchanged.

Which program version are you using?

Which operating system are you working with?

What would you like to do and what exactly is not working?

Please attach screenshots for documentation purposes.

Best regards Your MAGIX Team"

This is despite the same ticket number is used through all the conversations and my initial contact with Magix described the issue and my second I sent all the data about my PC. What a waste of time.

I have the same problem, serial number incorrect, reseive auomatic generated tiket number and further no response,

Despite sending the information I sent previously using the same case number, I am being told there is insufficient information. Awful customer service.