Payment not received email

riley-colwell wrote on 2/23/2026, 10:20 PM

I recently got an email claiming my payment wasn’t received and they would pursue legal action if not paid, but on PayPal and my credit card statement both payments cleared just fine. I’ve tried really hard to contact support for the issue and have updated my payment method to a different card + canceled my contracts for the foreseeable future due to the outright disregard I’ve experienced. If anyone can give me advice on how to speak with a representative that can help ease my mind I would be grateful, thank you.

Comments

SP. wrote on 2/24/2026, 2:20 AM

@riley-colwell Some weeks ago there was a problem on the US store of Magix where PayPal kept the money and didn't transfer it over to Magix. This meant customers didn't get the programs they paid for. Maybe this is the same problem you encountered.

Support was working with priority on these cases and sending out licenses to customers.

Technically, you did it correctly and tried to contact support. But currently they are extremely hard to reach. For example, my own support ticket was closed automatically multiple times and only solved in a lucky coincidence after three months and dozens of tries to reach out to them. We just heard from a forum moderator that Magix customer support still has over 2000(!) open support tickets.

PATIENT-X wrote on 2/24/2026, 5:44 AM

@riley-colwell

Hello welcome

Your first step would be is to contact PayPal as @SP. has already mentioned of said issue caused by PayPal of users payments not reaching Magix.

So you should ask PayPal to reach out to Magix to sort out said issue in the meantime.

It is quite difficult at the moment to reach Magix support as they have a back log of two thousand customers to process said enquiries.

Stephen

Forum Moderator