Sorry, but this is definitely not anything that other users on a customer forum can help you with. When did you send that request to MAGIX and what facility did you use to contact them? If this was through an official customer service channel, you should have received at least an automatic response with a ticket number in the subject line. Please also check your spam folder for the automatic response (and ticket number), or the actual response from MAGIX customer service team. If the ticket was successfully raised, but this was only just within the last one or two business days, you might simply want to give this a little more time. If in doubt, please let me know the ticket number and I'll look into this for you.