@Michael-Lockyear

Hello welcome

Please contact infoservice@magix.net for further enquiries.

Stephen

Forum Moderator

there was a time when I could send an email and I'd get what I call a human response with an understanding yes you brought the product ,- yes  we will do something for you, as Europe customer Uk- Germany.  now it's I don't know I just feel it's awkward. The product I want is in the video , I have the music products  which are also in the video product .  it not just about the AI tickets  on the forum, I cannot spend hours for contact details ,in my experience in sales, customers just want to get to the point with answers like the tickets , the website is ok , Magix is ok AI is just buzz word for automated response ;- customers do start lto look at other products ;- I have the same problem with a video product that made me look into Magix Vegas Pro Suite 23  I have missed the sales and discounts . so yes i am going around in endless loop 
 

Please help with my [Ticket#20260204 removed by Moderator]

[Ticket#20260202 removed by Moderator]

Its 7 days without answer

Video deluxe.
When i buy it , i write my email wrong and i want to change it.

As I have been trying to cancel a Soundforge subscription without any joy whatsover, I have now removed all Magix products from my PC and have instructed the bank to block magix. I would advise everyone to shun Magix until they can operate in a decent fashion. A product is only ever as good as it customer support, and with Magix support does not exist.

@Michael-Lockyear Are you trying to find out if your existing products qualify you for the upgrade price of the video product?

If so you could go through the purchase process using the Upgrade option to see what the price is for you. Then if you don't want to proceed cancel out.

@Rafa-Marciniak

Hi

If you know the error in your email address when you purchased Video Deluxe, login to your account through the magix website here, the icon, is top right of the home page, using the incorrect email address and password used at the time of purchase.

You can then change the email address to the correct one, and under My Products you should see your serial number and download for the software.

If you do not know the incorrect email address, or you cannot login, send an email to infoservice@magix.net, giving as much details as possible, including the Support ticket reference number (s).

John EB
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

Well Tom, what you stated about product support there isn't true now is it? I know from experience there is no getting past the automated set up. No one can be looking at the tickets. Those who purchase Magix products deserve far better support. So what excuse have you got?

Hi everybody!

I would also like to add my experience with the total lack of support from Magix.
In short:
I had subscribed to the Vegas Pro 2-year Smart Subscription in 2024.
Before the renewal, which was due in January 2026, I received couple of emails informing me that my card was invalid. I therefore took steps to change it in time via my profile (terrible system—it doesn't tell you which card you're using, what you've updated, etc.). I received a trial charge on my card, so I assumed that the change has been made and that they can now proceed with the charge.

But instead of extending my subscription, they canceled it. CANCELED!

So now I find myself with Vegas blockedand no more activated.

I wrote to ask for information, but I received a reply (presumably from a BOT) saying that the system has automatically canceled the renewal and that if I want to reactivate everything, I have to buy a new subscription. I tried to repy to ask for more details, but gor back that the ticket is now closed, open a new one if you wish....

It's a shame that I'm still actively using Vegas Pro 22, due to a whole series of issues that we are aware of and that the new subscription does NOT include version 22. I bought a one-month subscription and it is not possible to activate version 22 at all. So again paid money, no result.

Furthermore, I was told by email months ago that at the end of the 2-year smart-subscription I would receive a perpetual serial number for Vegas Pro 23, and this obviously did not happen.

I've been writing for weeks to get information and understand what to do, and the only thing I get back is 
"Note: If you would like to add further information to this ticket, please use the following subject: [Ticket#20260128 removed by Moderator]"

It seems like a joke to me. No one has ever contacted me back, no one has ever tried to help me. A total failure for a company that charges for its product and then doesn't provide even minimal support. Really unacceptable nowadays.

The only solution is to buy a full-price license for Vegas Pro 22 on the aftermarket or activate it illegally.

How can we trust them now? Even if I wanted to buy the new subscription again, not having any support is really penalizing and makes me want to look elsewhere.

Really bad.

@Alex.G.

Hi and welcome to the forum - albeit the wrong one.

Vegas products, except for Magix Movie Studio 18 and later versions, have their own forum, link is at the bottom of this page.

From what I can see, it looks like you may have an account already in the Vegas forum under a different name.

Did you raise your support ticket in this forum?

If so, then this should have been done in the Vegas forum to ensure it goes to the correct department.

John EB
Forum Moderator

ericinz , I did this . I tried placing the codes for the upgrade , with two of the programs that are in the video pack and it rejected the upgrade

Alex G That is my point;- you are looking elsewhere for a different product , (sales) I am only thinking of buying it as full video program not as a subscription. and i cannot make my mind up

@Michael-Lockyear

I tried placing the codes for the upgrade

You don't need a code. If a certain product is registered in your customer account, the reduced upgrade pricing will work. If it isn't registered in that account, it will not work. If you don't have an old version of Vegas registered in your customer account you can't get the prices reduced upgrade to Vegas 23.

@Tom_Sp @johnebaker

Hi Tom

Do you have any updates for the users why support is causing said issues and closing tickets prematurely?

The a.i bots are definitely not functioning properly or communicating with Magix staff?

Stephen

Forum Moderator

Sp I have the same products from or certain products' from Vegas pro in my account the meaning of the word code is the registration numbers of the products , if I buy the full licence , I buy the same products again , no point ! I do like what see of the Vegas Pro !

@Michael-Lockyear I don't understand what you mean with "certain products" from Vegas. Technically, you buy a license for Vegas and additional software is just a free bonus. It doesn't matter if the same bonus software is included in Vegas 23. It will not reduce the price of Vegas 23 if you already own the free bonus software.

I had high hopes as well, no response for support tickets in months! I cannot register ANY of my older software versions of Sound Forge ACL 1-&-3. I HAD to purchase ACL4 and it to has problems so; should I purchase ANY other Software from MAGIX??? Support none existent, so ALL who are having issues with this software are just SOL????? The problem being that this software is good. When and if it works correctly!!! I assume the COVID pandemic changed a whole lot of stuff. WTFlip!

I had a system crash and had to reload win 11. I have my serial numbers for samplitude pro five and for sound Forge 12.6 but the email that was used for those serial numbers. I no longer have as it was from six years ago. In 2021 I thought I corrected the email to my newer email, which is now old, but that did not work either. I’ve put in five support request and it has been three days and still no response. I do not use the program regularly but did pay a good chunk of money and preventing me from reloading and using the program is like theft. I keep getting told that I could do this myself, but everyone keeps saying to log into your account. Of course I have not used that account in several years and thus I forgot my password. I put in for a change of password under forgot password and got no email back. I would hope someone would reply here to help me

For what it's worth, this is what I suspect is going on: In a comment above, Tom stated that there are support staff - but that staff might have been just Tom. It is possible that for software development and updates he might have been contracting out. So reported software issues would have been passed on to the contractors. Tom has not responded further here. It might be that something serious has happened to Tom. He wouldn't have abandoned it because it's his livelihood. With bots being heavily used, without Tom there would be a complete stop. No support tickets being read and no updates either. So software problems would be a thing. This is why I don't recommend anyone purchase from Magix while this is going on. Unfortunately there are adverts all over the place for Magix software. So it becomes a matter for help from the bank. That is the only sense I can make of it.

@Tom_Sp

Hi All

Yes I am quite disappointed that Tom has not given an update on support issues in this thread or even responded to my messages.

Stephen

Forum Moderator

@Gr8fuldan

Hi

. . . . everyone keeps saying to log into your account. . . . thus I forgot my password. I put in for a change of password under forgot password and got no email back. . . . .

You wouldn't, the email is sent to the old address with which the software was registered.

This is standard procedure for any account you login into via the Internet. A newer feature of some web sites and ISP logins is to have password recovery phrases or alternate email addresses, however they too have the same issues in that you know the phrases/passwords.

Try sending an email to infoservice@magix.net asking for a password reset, give them the old email address and purchase order numbers if you have them, if not additional information eg the first and last 4 digits of the serial numbers for the registered software.

HTH

John EB
Forum Moderator

Over 24 hours since my last email to the BOTs and no response. Having read the threads on this post I am not surprised. And I had such high hopes.

I don't hold out any hope I am afraid. I have several responses from the BOT's saying "reply to this email and you're enquiry will be handed over to a human advisor" it has never happened and I doubt it ever will. Customer support is almost non existent. I have asked for a refund and not had any response at all. Magix used to have good technical support albeit it would take a few days for a response from an agent but once they got involved they did at least try to help, now Magix just don't seem to care, all they want is your money.

@Gr8fuldan

Hi

. . . . everyone keeps saying to log into your account. . . . thus I forgot my password. I put in for a change of password under forgot password and got no email back. . . . .

You wouldn't, the email is sent to the old address with which the software was registered.

This is standard procedure for any account you login into via the Internet. A newer feature of some web sites and ISP logins is to have password recovery phrases or alternate email addresses, however they too have the same issues in that you know the phrases/passwords.

Try sending an email to infoservice@magix.net asking for a password reset, give them the old email address and purchase order numbers if you have them, if not additional information eg the first and last 4 digits of the serial numbers for the registered software.

HTH

John EB
Forum Moderator

Hello John. I'm a bit surprised at your suggestion, given the situation mentioned in this thread. You also say to "give them - " but it is an it - a robot and no one looks at the support tickets.