@Steve-Jones3743

Hi

The email address I gave @Gr8fuldan was, and AFAIK, still is not an AI bot, and was/is the customer service contact address, not Support.

How long a response will take is an unknown at this time., with all the changes last year.

John EB

@Steve-Jones3743

Hi

The email address I gave @Gr8fuldan was, and AFAIK, still is not an AI bot, and was/is the customer service contact address, not Support.

How long a response will take is an unknown at this time., with all the changes last year.

John EB

Hi John,

I have used the email address you gave - infoservice - but I got back a German reply with translation from sales and not from infoservice. The entire contact system is now run by a bot. There is no way to get through to a human. Here is the entire reply:

"Vielen Dank für Ihre Anfrage.
Es wurde ein Ticket dazu erstellt, welches schnellstmöglich bearbeitet wird.
Hinweis: Möchten Sie diesem Ticket weitere Informationen hinzufügen, verwenden Sie folgenden Betreff: [Ticket#.......] (Number edited out) Sie helfen uns sehr, wenn Ihre Anfrage uns nur einmal erreicht. Mehrfachkontakte per E-Mail oder Telefon beschleunigen die Antwortzeit nicht.

Thank you for your enquiry.

A ticket has been created and will be answered as soon as possible.
You can help us a great deal by making sure that your enquiry reaches us only once. Multiple contacts by email or telephone do not speed up the response time."

I did put forward for another support ticket and got back that exact same reply. That is why I ended up going to the bank and having a block put on Magix. I am sure that if all was well with Tom, he would have put an explanation here. There can't be any staff because someone would have looked at the support tickets. That's why I think Tom ended up using contractors for everything.

I don't know who is hosting Magix but I suspect only they might be able to help.

I have just done a google search to find out who is hosting Magix, and found this:

As of 2025, OVHcloud has taken over as the hosting provider for Magix and Xara Online Services, replacing their legacy, in-house hosting, which was permanently shut down on July 31, 2025. Users are migrating to OVHcloud to maintain their website hosting and publication services. 

magix.info +1

Action Required: Users with existing Magix or Xara hosting are required to transition to the new OVHcloud partnership.

Service Shift: The old Xara/Magix Online World service is no longer supported.

Support: For troubleshooting during the move to OVHcloud, assistance is available through the magix.info forums

I don't know if that is of any help.

@Steve-Jones3743

The information you've just posted refers to the hosting of users web sites previously hosted by Magix as part of their Magix Online service, i.e., they created their sites using either Magix or Xara web designer products and then uploaded them to a dedicated server.

Those affected by this change received notification sometime last year, if I remember correctly, and were directed to make the necessary changes in order to keep their sites "alive".

As far as I am aware OVHCloud has nothing to do with the hosting of Magix own servers. Again, it is my understanding that they host their own.

Jeff
Forum Moderator

@Steve-Jones3743

Hi

. . . . As of 2025, OVHcloud has taken over as the hosting provider for Magix and Xara Online Services . . . .

This is completely off topic and relates to the Web Hosting services that Magix and Xara provided for users of Magix/Xara Web Designer, which are now hosted on OVHCloud.

John EB

Jeff, as of 2025, OVHcloud has taken over as the Host for Magix

John. It isn't at all off topic. What gives you the idea it is? Are you able to reply to the Magix support tickets?

Last night I tried to report the issue to OVHcloud but could not create an account. So I have been speaking with them on the phone this morning to report the problem. The advisor has said she will pass on the problem that customers have with Magix to the technical team who can look in to what is going on at Magix. Hopefully this will be resolved

@Steve-Jones3743

as of 2025, OVHcloud has taken over as the Host for Magix

As both John and I have pointed out to you, OVHCloud is now the host for what used to be known as "Magix Online World". This is completely different to Magix support, sales and software servers.

Please do not continue to post erroneous and irrelevant information about a very specific area of concern, that of the obvious lack of active support from Magix staff. To do so is merely to "muddy the waters" in an area that is already of great concern to a large number of users of Magix software.

Jeff
Forum Moderator

@Steve-Jones3743

as of 2025, OVHcloud has taken over as the Host for Magix

As both John and I have pointed out to you, OVHCloud is now the host for what used to be known as "Magix Online World". This is completely different to Magix support, sales and software servers.

Please do not continue to post erroneous and irrelevant information about a very specific area of concern, that of the obvious lack of active support from Magix staff. To do so is merely to "muddy the waters" in an area that is already of great concern to a large number of users of Magix software.

Jeff
Forum Moderator

So what do you intend to do about the problem everyone is having Jeff? Any suggestions? The Host is highly relevant. I take it you do want the problem resolved? You have no idea how to contact Tom. You would have done so otherwise. Having had web sites of my own, I am well aware the host has full access. They can get this resolved while neither you nor John have no idea. So let's not leave the water muddy! Right? Right!

@Steve-Jones3743

Hi

Having an attitude to the Moderators gets you nowhere.

The Moderators do have access to Tom, I was the first to contact him with regards to support issues.

I even contacted Magix CEO by email, which was diverted to management with no real success, except of Tom's private message to me.

When Magix restructured there was a considerable amount of staff laid off, or they left the company to work elsewhere.

Those that are still working at Magix were reassigned new positions and are carrying out the work of three members of staff.

So please do not make assumptions when you do not know what's going on behind the scenes.

Toms recent lack of communication is very concerning for all to its customers and the Moderators.

It's not down to the Moderators to have customer support fully operational as we are only volunteers?

That's a job for the Magix hierarchy.

Stephen

Forum Moderator

@Steve-Jones3743

Hi

Having an attitude to the Moderators gets you nowhere.

The Moderators do have access to Tom, I was the first to contact him with regards to support issues.

I even contacted Magix CEO by email, which was diverted to management with no real success, except of Tom's private message to me.

When Magix restructured there was a considerable amount of staff laid off, or they left the company to work elsewhere.

This that are still working at Magix were reassigned new positions and are carrying out the work of three members of staff.

So please do not make assumptions when you do not know what's going on behind the scenes.

Toms recent lack of communication is very concerning for all to its customers and the Moderators.

Stephen

Forum Moderator

to be frank with you Stephen, as this problem has gone on for months, you moderators have been as useful as those Magix support tickets! Be honest. You have done nothing to try and resolve the problem. And no it doesn't take months to sort the problem behind the scenes. How much longer do you want it to go on for? Having a negative attitude towards those who take the initiative to help will get you nowhere. I am also aware that moderators have a tendency to support each other first and foremost. You should be showing far greater gratitude.

As you say you have been in contact with Tom then let's have it as to why problems have grown and why it has gone on for months. Right now Magix is costing people a lot of money they can't afford to just throw away. It's not acceptable Stephen, Moderator or not.

@Steve-Jones3743

@PATIENT-X advised that Having an attitude to the Moderators gets you nowhere.

I can only reiterate that, and remind you that, according to the Community rules (to be found in the footer of any forum page), especially #1 and #7, although you are completely free to "disagree" with the viewpoint that Moderators or other users put forward, you are NOT free to insult or question the honesty or "usefulness" of any other user of the software. Moderators are NOT Magix employees, merely fellow-users.

Please regard this post as a formal warning that posts similar to your most recent ones are not acceptable and if you continue to create them your right of access to these forums will be withdrawn.

Jeff
Forum Moderator

@Steve-Jones3743

As a customer what's stopping you from contacting @Tom_Sp user Sp contacted Tom and his issue was resolved?

As stated we are only volunteers, we have no authority over Magix.

All of the answers are in this thread.

Stephen

Forum Moderator

@PATIENT-X I think I got lucky, as @Tom_Sp offered me help if I tell him my Ticket number in another topic on the German user forum, but as a normal forum user, I cannot tag him or send him a private message to ask for help. His account doesn't appear on the tag list and there is no button for a private message. It seems like you're able to do this as a moderator?

@SP. @Tom_Sp

Hi

Okay thanks for your response. I will keep tagging his name for a response.

Stephen

Forum Moderator

@Steve-Jones3743

@PATIENT-X advised that Having an attitude to the Moderators gets you nowhere.

I can only reiterate that, and remind you that, according to the Community rules (to be found in the footer of any forum page), especially #1 and #7, although you are completely free to "disagree" with the viewpoint that Moderators or other users put forward, you are NOT free to insult or question the honesty or "usefulness" of any other user of the software. Moderators are NOT Magix employees, merely fellow-users.

Please regard this post as a formal warning that posts similar to your most recent ones are not acceptable and if you continue to create them your right of access to these forums will be withdrawn.

Jeff
Forum Moderator

Yet you appear to think being a moderator gives you licence to insult the users. It works both ways buster so never forget that! I've been accused of muddying an already very muddy water. No thanks for reporting the issue to the Host. Don't you think the problems should be resolved like yesterday instead of just getting worse and worse and worse? What do you think it is doing to Magix' reputation. It isn't good Jeff. Trust Pilot says it isn't good.

@Steve-Jones3743

As a customer what's stopping you from contacting @Tom_Sp user Sp contacted Tom and his issue was resolved?

As stated we are only volunteers, we have no authority over Magix.

All of the answers are in this thread.

Stephen

Forum Moderator

 

 

You mean like the answer in which Jeff stated he is disappointed Tom hasn't responded here? And if @Tom_Sp is the way to report issues then that should be on the Magix web site. Didn't someone recommend infoservice here? So if we are to use @Tom_SP instead then how exactly do we go about that? I appreciate you don't have authority over Magix but there should be no question that Magix is not supplying a satisfactory service for its customers and the Host does have authority over Magix. It is because Magix is offering a dead service that I have reported the issue to the Host. I would think you Moderators would be capable of understanding and appreciating that.

@Steve-Jones3743

you appear to think being a moderator gives you licence to insult the users.

I am wholly prepared to offer an apology to any user who thinks I have entirely unknowingly insulted him or her, so please give more details.

Jeff

@Steve-Jones3743

I feel this is going around in circles, I have stated what you should know and that it is now in the hands of Magix.

We Moderators cannot twist their arm or make any demands, the full power and future of Magix lies within the Management.

You will just need to monitor this thread and hope that Tom responds.

Ps you are looking at Moderators to create miracles, we are just voluntary users like you.

I will no longer respond to posts in this thread till Magix get their act together.

Stephen

Forum Moderator

Stephen, I wholly recognise that moderators cannot resolve the problem. That is why I took it to the Host. If you stop and think about it though, Tom isn't exactly supporting you either. Quite frankly you deserve better! You have admitted there that Magix haven't got their act together. Why should we settle for that?

@Steve-Jones3743

you appear to think being a moderator gives you licence to insult the users.

I am wholly prepared to offer an apology to any user who thinks I have entirely unknowingly insulted him or her, so please give more details.

Jeff

Is that tongue in cheek Jeff? Like I just stated to Stephen, Tom isn't supporting you either. So don't go off on one at me because I took the issue to the Host.

@Steve-Jones3743

Hi

. . . . It is because Magix is offering a dead service that I have reported the issue to the Host. . . . .

As I said in my previous comment, hosting is irrelevant to the issues that users are having with Magix Support.

From the hosting company's position, they are a provider of web hosting services, just like the thousands of other hosting providers around the world, and have zero influence on any hosted company's Management, Business Strategy and Operational staff policies.

John EB

@Steve-Jones3743

Hi

. . . . It is because Magix is offering a dead service that I have reported the issue to the Host. . . . .

As I said in my previous comment, hosting is irrelevant to the issues that users are having with Magix Support.

From the hosting company's position, they are a provider of web hosting services, just like the thousands of other hosting providers around the world, and have zero influence on any hosted company's Management, Business Strategy and Operational staff policies.

John EB

John, clearly you have never had a web site hosted by a company. I suggest you do then you will learn what rubbish you are saying! You may even laugh at yourself then. I have the advantage of having had several. The Host won't have influence over staff but do have full access and can see exactly what is going on. For legal reasons for one. Irregular coding being another. Site abandonment is another. Now as it appears Tom has no interest in resolving the issues, then have you got something practical to suggest?