Unable to Activate SF18 Pro after a reformat of my computer

px41 wrote on 1/19/2026, 1:47 AM

The Activations appears with an Error Code: -24 stating that the Serial Number has already been registered to another email address.

I am using the initial email address as contained on my order from Magix along with the Serial Number contained in the email from Magix, yet when logged in to the Magix website using the same email address on the order, I don't see any registered Products.

I also have multiple Sony Vegas software products which were intially purchased through Sony and are registered against an older email which I no longer have access to.

I can log in using that email address in the Magix website as I have a record of the credentials, yet the SF 18 Pro upgrade isn't listed in the Registered Products list, but the older SF 10 Pro is.

I even tried installing SF10 Pro, but Windows 11 won't allow the download/Installation of .Net 2.0 so I am at a loss of knowing where to go from here.

I have now logged multiple Support tickets with Magix, yet am only presented with AI bot responses that do not help in situation.

I have read some of the other posts but not sure if I have missed a step as I'm a little overwhelmed by something which in my opinion should be a simple task.

Any help would be appreciated.

Comments

SP. wrote on 1/19/2026, 5:50 AM

@px41 Apparently, you registered SF 18 Pro under a different e-mail address under which you purchased it. Otherwise it would be listed in your customer account. This also explains Error -24. It could be as simple as a typo you made back when registering the software the first time. If you are not able to remember the e-mail address, Magix customer support are the only ones who can rectify that. As you mentioned, they are extremely hard to reach, because they barely respond. You'll mostly get AI bot responses that don't help at all. There is nothing we can do about this, because we are all users like you. You could try to contact the parent company of Magix. The e-mail addresses are office@rmep.li or office@rmep.com or info@russmedia.com They switched customer support to an AI bot system in summer 2025.

You should still be able to log into your old Sony customer account if you simply enter your old Sony e-mail address and password. These accounts where transferred to Magix. Doesn't matter if you no longer have access to the e-mail address as long as you're able to remember it. You can change the address in the account settings as soon as you are logged in.

Windows 11 should allow the installation of .NET 2.0 via the Windows Feature panel. There you can enable .NET 3.5, which includes .NET 3.0 and 2.0.

You can read here how to activate old Sony software: https://www.vegascreativesoftware.info/us/forum/activation-of-sony-creative-software-era-applications--149297/

px41 wrote on 1/20/2026, 2:41 PM

Thanks for the added info SP.

I have sent information regarding my issues to those email addresses you provided and have yet to here back so will wait and see.

SP. wrote on 1/20/2026, 3:00 PM

@px41 There seems to be a chance that you'll get a response. See the latest comments here: https://www.magix.info/us/forum/does-magix-have-customer-support--1351596/

px41 wrote on 4/10/2026, 7:00 PM

There seems to be no one home at MAGIX Support!

I have tried following up on this issue but with no REAL support as my P3 license needs them to help resolve as even the BOT suggests prediciment is that only someone in support needs to help resolve.

I tried following up by logging another ticket within their Support page, yet it returnes with 'The support request could not be saved.' - WT?

I see they are still happy to seel ppl products, however when they do (multiple at that), they fail to help.

SP. wrote on 4/11/2026, 3:15 AM

@px41 Magix is massively downsizing. They have sold Sound Forge to Boris FX, which already released a new version Sound Forge 2026. Of course, Magix is technically still responsible that you can activate Sound Forge 18. But, you cannot do much except creating support tickets (in case it even works) and waiting.

px41 wrote on 4/22/2026, 4:41 PM

With my my last logged support ticket, I was advised the below:

-----------------------------------------

Hello and welcome to MAGIX,

Thank you for contacting us.

We will forward your message to one of our employees.

Best regards

Your MAGIX Team

-----------------------------------------

I allowed some time for them to respond, however as I hadn't received any response I replied to the email and was advised:

"Unfortunately, we can't process your request, since your ticket has already been closed. Please create a new ticket via the support form on our website"

-----------------------------------------

This company is useless and I can't see any way to receive access to what I have already paid for!

SP. wrote on 4/22/2026, 6:52 PM

@px41 I had the same problem. Magix closed my tickets automatically over a period of three months until I got lucky and @Tom_SP (which sometimes writes here in the forum) saw my complaint and responded and forwarded my ticket to a human support staff member. But it seems only moderators can tag or contact him. Very annoying.

SP. wrote on 4/22/2026, 6:55 PM

Maybe @PATIENT-X can help and notify @Tom_Sp?

PATIENT-X wrote on 4/22/2026, 7:08 PM

@Tom_Sp @SP. @px41

see my pinned post here for further enquiries here.

As BorisFx has said ownership of Soundforge I am not sure how Tom can assist or proceed.

Stephen

Forum Moderator

SP. wrote on 4/23/2026, 12:29 PM

@PATIENT-X The problem is that SF18 is not registered to the main customer account of @px41 and Magix support could simply merge both accounts.

PATIENT-X wrote on 4/24/2026, 3:57 PM

@SP. @Tom_Sp

I cannot reach Tom or get a response now.

I tried my best, I generally monitor the media section.

Stephen

Forum Moderator

SP. wrote on 4/24/2026, 5:14 PM

@PATIENT-X Thank you anyway. I saw he recently responded in another thread to you. I don't know why he didn't see this topic here.

px41 wrote on 4/24/2026, 5:20 PM

Thanks for the posts everyone 🙂

I followed the link as provided by @PATIENT-X and a response was received from the BorisFX support team within an hour and provided another email address for Magix.

I sent the email off and the response this time was mostly in German which informed me of yet another ticket being raised.

I will see how it goes and post an update.

PATIENT-X wrote on 4/24/2026, 5:21 PM

@SP. @px41

I didn't see his recent response to my request for assistance in another post, I probably did not click follow said post.

But please bear in mind Tom is a very busy man more so with all the changes happening at Magix.

Ps I am on leave from Magix forums as I have other duties that require my attention throughout the summer.

Hope the issue gets resolved.

Stephen

Forum Moderator