How long does it take for customer support to respond?

webfrit wrote on 7/30/2025, 10:30 AM

Greetings.

On July 12, I opened a ticket with customer service because I am having problems activating the Boris FX BCC Chroma Key Studio plugin, but after 18 days I have not received any response, only an email with the ticket number.

On the 23rd, I resubmitted my request via email to infoservice@magix.com and haven't received a response either.

Is it normal for them to take so many days to respond? I know my English isn't very good, but I think it's more or less understandable.

Thank you very much.

Comments

emmrecs wrote on 7/30/2025, 11:21 AM

@webfrit

Welcome to the Magix users forums.

Because Magix GMBH is currently undergoing a major company restructuring I suspect responses to support requests are taking rather longer than usual at the moment so the answer to your question of how long it takes to receive a response is, realistically, no-one knows!

However, you say you received an email with a ticket number following your first request. Have you tried replying to that email to ask for an update? That way, you will "remind" support that you are still waiting but will also include the all-important ticket number. In other words, do NOT create a "new" email request, which may also not be responded to.

One other thought: since the problem is specific to the BorisFX Chroma Key Studio plugin, have you tried contacting BorisFX to seek their advice? BorisFX and Magix seem to now have a very close working relationship (BorisFX actually now own and are developing three audio products which were formerly part of the Magix range of products).

HTH

Jeff
Forum Moderator

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webfrit wrote on 7/30/2025, 1:25 PM

Thanks, Jeff.

I'll try responding to the email they sent me with the ticket number.

I haven't contacted Boris FX because I preferred to take it step by step and see if Magix could resolve this issue.

Thanks again.

Reyfox wrote on 7/31/2025, 4:50 AM

@webfrit what are your specific activation issues?

webfrit wrote on 7/31/2025, 6:49 AM

Hi Reyfox

I installed Chroma Key Studio after updating to Magix Video deluxe 2025 Premium. Weeks later I changed the CPU on my computer and did a clean install of the whole system and now the Boris plugin tells me that it is already activated on another device and that I have to deactivate it first. Obviously I can't deactivate anything because my disk was formatted for the new installation.

On the other hand, none of my other plug-ins (NewBlue Premium Effects, NewBlue Filters 5 Ultimate, HitFilm Cinema Style Pack, proDAD Mercalli V5 Suite and proDAD VitaScene V5 PRO) have given me any problems and I have been able to activate them without difficulty.

I updated to the new version of Videodeluxe mainly for the Boris FX plugin and now I can't use it. 😢

Thank you.

emmrecs wrote on 7/31/2025, 9:28 AM

@webfrit

With that additional information I'm going to reinforce my suggestion to contact BorisFX!

It is (almost) always the manufacturer of the specific plugin/software who "controls" its activations, rather than the manufacturer within whose software it is running or should run, even if that manufacturer supplied the plugin/software originally.

Jeff

Win 11 Pro 64 bit, Intel i7 14700, 32 GB RAM, NVidia RTX 4060 and Intel UHD770 Graphics, Audient EVO 16 audio interface, VPX, MEP, Music Maker, Vegas Pro, PhotoStory Deluxe, Xara 3D Maker 7, Samplitude Pro X7 Suite, Reaper, Adobe Audition CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

Bol wrote on 7/31/2025, 9:29 AM

Hi @webfrit,

You can deactivate the Boris plug-in by activating a video clip on the timeline and then going to Effects > BCC Key and Blend > BCC Chroma Key Studio. Double-click Apply Effect > License.


You can now deactivate BCC Chrome Key Studio and then reactivate it.

Good luck,
Rob

Als een kwestie onoplosbaar lijkt, komt dat niet omdat je de oplossing niet ziet, maar omdat je het probleem niet ziet.

If an issue seems unsolvable, it is not because you do not see the solution, but because you do not see the problem.

„Wenn ein Problem unlösbar erscheint, liegt es nicht daran, dass man die Lösung nicht sieht, sondern weil man das Problem nicht erkennt.“

PC -1-

PC -2-

CubeAce wrote on 7/31/2025, 9:59 AM

@webfrit

Hi.

In my opinion, it is always worth having accounts with the individual plugin effects companies that you have.

First it would allow such deactivations / re-activations and second, sometimes there are free updates to such programs that often don't give you a notification through the main program.

Ray.

 

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webfrit wrote on 7/31/2025, 12:21 PM

@webfrit

With that additional information I'm going to reinforce my suggestion to contact BorisFX!

It is (almost) always the manufacturer of the specific plugin/software who "controls" its activations, rather than the manufacturer within whose software it is running or should run, even if that manufacturer supplied the plugin/software originally.

Jeff

Thanks, Jeff.

I'll try registering on Boris FX website and asking customer service.

Hi @webfrit,

You can deactivate the Boris plug-in by activating a video clip on the timeline and then going to Effects > BCC Key and Blend > BCC Chroma Key Studio. Double-click Apply Effect > License.


You can now deactivate BCC Chrome Key Studio and then reactivate it.

Good luck,
Rob

Thanks, Bol.

That was the first thing I tried, but it didn't work. I guess I can't disable something I haven't been able to enable before.

 

@webfrit

Hi.

In my opinion, it is always worth having accounts with the individual plugin effects companies that you have.

First it would allow such deactivations / re-activations and second, sometimes there are free updates to such programs that often don't give you a notification through the main program.

Ray.

I know CubeAce, you're right, in fact I have accounts with NewBlue, HitFilm or proDAD, but when I installed Chroma Key the first time it only asked me for a name, email and phone number (!), it didn't invite me to create an account.

Thank you very much.

 

webfrit wrote on 7/31/2025, 2:35 PM

Problem solved! Well, I haven't tested it yet, but after contacting Boris FX support, they reset my license.

In the next few days, I'll test to see if the reset worked and make sure to save a disk image in case it happens again.

Thank you all for your help.