How to remove a product registration

YSNSTNL wrote on 6/1/2020, 7:19 PM

Hi, I ordered one of Magix products on Magix website as a gift for my friend, not for me.

I tried to download it after ordering it whether or not the website is working first of all. But not register yet.

Then I let my friend know the download link and the serial number after confirming my downloading.

And his installation of the product has done.

But, the error message

“This serial number has already been registered to another email address.

Please contact MAGIX support.  Error code:-24”

is appeared when activate & register the product.

Therefore, he can’t register and use the product.

I ordered it as my email address. But this product is not for me.

But I noticed the product info with the Serial number is on my account page even I just downloaded it.

https://www.magix.com/us/support/my-service-center/

I need to remove it from my account and let him register the product. Again, this is not for me

Does anyone know how to solve it?

Please let me know,

Thanks for your support,

Comments

emmrecs wrote on 6/2/2020, 3:36 AM

@YSNSTNL

Welcome to the Magix forums.

First, is this a question about "Samplitude", which is the product you have selected? If not, I will move this post to a more appropriate area of the forum.

When you purchase ANY Magix product it is automatically registered to your email address, even if, as in your case you do NOT intend to install the program yourself but instead intend to donate it to a friend. Magix does not have a system to allow for the purchase of its software as a "gift" to another user.

These are user to user forums so no-one who posts here can help you directly. So, the only solution to your problem is to use the Support button in the header of any forum page to contact Magix Sales and ask that they remove the product from your account and add it to Magix the account which your friend needs to have. (For reasons of data protection they may also require your friend to confirm to them that he is the owner of the software.)

HTH

Jeff
​​​​​​​Forum Moderator

Win 10 Pro 64 bit, Intel i7 Quad Core 6700K @ 4GHz, 32 GB RAM, AMD Radeon R7 360 and Intel HD530 Graphics, MOTU 8-Pre f/w audio interface, VPX, MEP, Music Maker, Photo Story Deluxe, Photo Manager Deluxe, Xara 3D Maker 7, Reaper, Adobe Audition CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D

YSNSTNL wrote on 6/2/2020, 5:49 PM

Thanks for your message, 

 

This is the product for “Samplitude Music Studio (2020)”.

 

So if someone ordered it from Magix website,  it will automatically registered to the account of the ordering email address even not downloading it at all, is it right? If the email address has not on the account or someone who has never have the account, what will happen?

 

And how can I transfer the info to my friend? What do you need the info of my friend account? Just email address, is it right?

 

Is it possible to work separately? Which is fist, remove product from my account. Then my friend can register anytime, does it work? If yes, please remove it from my account right now.

 

And does Magix have phone support in US? And how about chat support with real person ? If yes, what time is available?

 

I have already emailed to Magix email support, however no answer more than 2 business days,

 

So please let me know about it ASAP!

 

Thanks,

 

emmrecs wrote on 6/3/2020, 4:27 AM

@YSNSTNL

I will try and answer your questions in the order you asked them:

  1. You cannot create an account or place an order without giving an email address. So any product downloaded to try or purchased is immediately linked to that email address.
  2. The only way you can transfer the info to my friend is via the method I gave you before: direct contact with Magix Support because no-one here can help you. We are all fellow-users, not Magix employees.
  3. The information Magix need to transfer ownership is, most likely, at least the email address of the new owner, but they will tell you what they need to know, which might include his home address and some confirmation from him that he is, indeed, the new owner of the software.
  4. As explained in answer 2, no-one here can remove ANYTHING from your account.
  5. Magix does not have any direct telephone support, the only contact is via the Support link already supplied to you.
  6. Because of the current international pandemic it may well take longer than usual for Magix Support to respond to support requests. I assume you made your request via the correct link (the Support button)? That is the only method that Magix accepts for the initial contact.

HTH

Jeff

Win 10 Pro 64 bit, Intel i7 Quad Core 6700K @ 4GHz, 32 GB RAM, AMD Radeon R7 360 and Intel HD530 Graphics, MOTU 8-Pre f/w audio interface, VPX, MEP, Music Maker, Photo Story Deluxe, Photo Manager Deluxe, Xara 3D Maker 7, Reaper, Adobe Audition CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D