I purchased Video Deluxe 2026 ULTIMATE but was sent wrong link

fuss wrote on 11/4/2025, 11:45 AM

I had been receiving a number of offers over the past months for special upgrade pricing to Video Deluxe 2026. I already owned Movie Studio (purchased in 2023). It's my understanding that Movie Studio became Video Deluxe at some point and after reviewing the different versions, I decided to take them up on their upgrade pricing offer of $79.99 for Video Deluxe 2026 ULTIMATE. I purchased it on October 27, 2025. However, the download link I was sent was for Video Deluxe 2026 Premium, not Ultimate. In my account, under My Products, it also lists Premium, instead of Deluxe. I did not purchase Premium. If I had, the upgrade pricing at that time for Premium was $59.99.

I have contacted support several times now and have not received one single response from an actual person. Email responses have always been from their automated assistant, which has not answered or solved my issue whatsoever. Finally, on October 31, 2025, I requested that my order be canceled and that I would like a refund based on their 14-day refund policy. That was 4 days ago and I STILL have heard from no one! What terrible customer support this has been, when I have been a Xara and Magix customer for many, many years.

Does anyone know how to contact Magix by telephone so I can get this resolved once and for all, especially before they run out my refund window? (Perhaps that is their strategy? Terrible, if so. After this experience, I will never again purchase anything from Magix.)

 

Comments

SP. wrote on 11/4/2025, 12:50 PM

@fuss To my understanding Video Deluxe Premium is the software and it's identical in the Premium and Ultimate tier. Ultimate just has additional AI and Magix content stuff.

But yes, currently support seems to be hard to reach and might not even answer. I'm not sure what going on. Were they all laid off?

fuss wrote on 11/4/2025, 2:40 PM

@fuss To my understanding Video Deluxe Premium is the software and it's identical in the Premium and Ultimate tier. Ultimate just has additional AI and Magix content stuff.

But yes, currently support seems to be hard to reach and might not even answer. I'm not sure what going on. Were they all laid off?

Thanks for the reply.

There are three versions according to the website: Plus, Premium, and Ultimate. I purchased Ultimate at the upgrade price of $79.99. I chose Ultimate for all the additional features (e.g., hyperlapse is supposed to be in Ultimate, but not Premium or Plus if I researched things correctly).

It did occur to me that maybe Ultimate is basically Premium and nearly identical and that maybe the additional features I wanted with Ultimate were extra plugins or something. Whatever the case is, it shouldn't take over a week to get a response from an actual human. I also think, even if they are nearly identical, Ultimate should still have its own label. As it stands, I don't know what the case is or isn't because no one is responding back to me whatsoever and there isn't anything that sheds any light on anything. I've also tried to locate various Ultimate features and have not been successful so I have no way of knowing whether I got Premium or if I got Ultimate-But-We-Are-Still-Calling-It-Premium-And-You-Are-Just-Supposed-To-Mindread-That. All I know is that my download links say Premium, not Ultimate.

It is completely frustrating.

SP. wrote on 11/4/2025, 3:06 PM

@fuss What does your order confirmation e-mail say? Which version is mentioned there?

Other Magix softwares like Music Maker also have an "Ultimate Edition" which is technically the Premium Edition plus additional goodies. I would surprise me if this is different for Video Deluxe.

I'm currently trying to get a response from support since October 21st. After one week my first Ticket was closed without any response (I asked for a follow-up on October 27th and October 29th and then an hour later they simply closed my ticket without any response. Then I opened a second ticket instantly and still no response until today and then I asked again for a follow-up and I'm still waiting. It's terrible.

fuss wrote on 11/4/2025, 3:31 PM

@fuss What does your order confirmation e-mail say? Which version is mentioned there?

Other Magix softwares like Music Maker also have an "Ultimate Edition" which is technically the Premium Edition plus additional goodies. I would surprise me if this is different for Video Deluxe.

I'm currently trying to get a response from support since October 21st. After one week my first Ticket was closed without any response (I asked for a follow-up on October 27th and October 29th and then an hour later they simply closed my ticket without any response. Then I opened a second ticket instantly and still no response until today and then I asked again for a follow-up and I'm still waiting. It's terrible.

It says Premium. The only thing that proves I purchased Ultimate is the price. There is nothing in any of the information that says I will get a Premium download link, but I'm supposed to just "know" that it's Ultimate. That's a really sloppy way of doing business.

Wow, you are going through it with them, too, huh? What an unprofessional and untrustworthy company this is turning out to be.