I have error -24 but can't remember email

R-Bayley wrote on 4/27/2019, 5:33 AM

Last year I bought Magix Movie Edit PRO Premium 2018 from Amazon and registered it on my desktop computer fine. Only recently I realized that I put in my email wrong because I have been trying to put it on my laptop and kept getting "error -24". I can't seem to get it right and don't know how to reset it.

Both computers are Windows 10

Magix Movie Edit PRO Premium 2018, Version 18.0.2.235

Comments

CubeAce wrote on 4/27/2019, 6:07 AM

@R-Bayley

This is only a users forum so I doubt if many of the staff at Magix come here often.

You would be better off emailing the Magix staff. Use the contact button at the base of the page.

 

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R-Bayley wrote on 4/27/2019, 6:12 AM

@CubeAce Thank you for telling me😀

Ron-Cordner wrote on 6/9/2019, 11:01 AM

I tried support, it was pointless. Nothing but a big circle of nothing.

emmrecs wrote on 6/9/2019, 1:29 PM

I tried support, it was pointless. Nothing but a big circle of nothing.


@Ron-Cordner

I think we all understand your frustration but since, as your original message says, the problem was caused by you entering your email address wrongly and now being unable to remember what the error was, I'm not sure what, exactly, you think Support would be able to do to help you. As always, with registration issues like this one, the originally-entered email address is the key to unlocking access to any account. If you cannot "recreate" the address you accidentally entered I don't think there is any way by which Support could ever find it in the customer database. At a guess, there will be tens, even hundreds of thousands of addresses held there; how are Magix to "know" which is the incorrect one attached to your account?

Jeff
Forum Moderator

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Former user wrote on 6/9/2019, 7:35 PM

I tried support, it was pointless. Nothing but a big circle of nothing.


@Ron-Cordner

I think we all understand your frustration but since, as your original message says, the problem was caused by you entering your email address wrongly and now being unable to remember what the error was, I'm not sure what, exactly, you think Support would be able to do to help you. As always, with registration issues like this one, the originally-entered email address is the key to unlocking access to any account. If you cannot "recreate" the address you accidentally entered I don't think there is any way by which Support could ever find it in the customer database. At a guess, there will be tens, even hundreds of thousands of addresses held there; how are Magix to "know" which is the incorrect one attached to your account?

Jeff
Forum Moderator

I think you misunderstood my comments. The help system goes in circles and never leads any where. I can't remember the last time I couldn't chat online with a help desk to find answers or call support. An email every other day is not my idea of support. As far as the wrong email when I completed my order I should have been notified that the SN used to qualify for the update didn't match the account. If they can find an error when I go to activate the software why not when I entered it the first time? That would prevent a lot of problems for a lot of users (based on my research ).

wongck wrote on 6/10/2019, 12:19 AM

Last year I bought Magix Movie Edit PRO Premium 2018 from Amazon and registered it on my desktop computer fine. Only recently I realized that I put in my email wrong because I have been trying to put it on my laptop and kept getting "error -24". I can't seem to get it right and don't know how to reset it.

Not sure about your MagiX pro but on mine lower end version, I have the option to deactivate (under HELP>Deactivate) the current installation and re-use with the same serial number on another device. it does show you the serial number used for the current install. So i guess all information are there to use on another device.

I have not try doing this before so I am not sure if it will work for you.

 

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emmrecs wrote on 6/10/2019, 3:46 AM

@Former user

First, I see you "seem" to have TWO slightly different user names in this forum, @Ron-Cordner and @Former user. Is that correct? If so, the use of multiple accounts is not allowed by Magix so please delete the account for whichever user name you no longer wish to use. Unfortunately, if you do not do so it is highly likely that both accounts will be blocked.

The help system goes in circles and never leads any where. I can't remember the last time I couldn't chat online with a help desk to find answers or call support. An email every other day is not my idea of support. As far as the wrong email when I completed my order I should have been notified that the SN used to qualify for the update didn't match the account. If they can find an error when I go to activate the software why not when I entered it the first time? That would prevent a lot of problems for a lot of users (based on my research ).

Magix has made the decision that Technical and Customer Support is to be offered primarily via the Support Ticket system. They have never, to my knowledge, used an online chat system or immediate telephone help desk. That may be far from ideal for users but that is their decision.

As to why you were able to update, I believe this is linked directly to your serial number, so the question of your email address being "wrong" would make no difference.

However, following on from what @wongck wrote, have you tried his suggested method of deactivating the currently-working installation and then attempting to re-register, with your correct email address, and then installing on your second computer?

One other thought, which might help: on your working machine you clearly have a valid serial number (if you're not sure of what it is, look under Help>About Magix Movie Edit Pro). Have you tried contacting support, quoting that number and asking them whether they can link that number to an account, which will clearly include the "wrong" email address, and ask that they "correct" that address to what it should be? I accept this is a long-shot, which you may have already tried!

Jeff
Forum Moderator

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Former user wrote on 6/10/2019, 6:59 AM

Yes. Magix created the second account when I logged in using an email they sent me. I didn't create two accounts. I tried to fix the email in my account. Didn't work because the email was already used. I asked for help reconsiling the two accounts, but it has been almost two days. In the meantime I have a very expensive program that I can't use. I believe I know the solution, but it has to come through Magix and that's where it seems to have stalled.