Unlimited Loops - Contacting Support

Ushuaia wrote on 7/27/2020, 4:11 PM

I am constantly having trouble with Unlimited Loops. I always have to clean up the store and then re-boot and re sign in and some of the sound pools i need to re-download. It says i have "aquired" Unlimited Loops but still charges me money when i try and download something new. It doesnt make any sense. I have re-booted the program many times and cleaned up the store many times. Anyone have a solution? If not, does anyone know the email or phone number for customer support. These forums dont always have the answers needed. When you click on SUPPORT there is no email or phone number that i can find. If you are going to make a program with this many bugs you need to have some actual customer support not just a forum.

Comments

Graham-Hawker wrote on 7/28/2020, 1:47 AM

If not, does anyone know the email or phone number for customer support. These forums dont always have the answers needed. When you click on SUPPORT there is no email or phone number that i can find.

Go to the Magix site, rather than this one, and log into your account and then click the support link at the top of that page. This gives you access to make support requests via your personal support area or contact sales.

podcaster wrote on 11/29/2020, 5:31 PM

Does anyone have an actual customer service phone number? The website is confusing. I am beginning to wonder if this is intentional. How can we speak to a person?

browj2 wrote on 11/29/2020, 6:23 PM

@podcaster

You don't send emails to Magix or call them, you raise a ticket going through the proper support channel. You will then get an automated email reply with a ticket number. You can reply to the email with more information, if necessary. This has been the route with Magix support for years.

Follow the links and complete the information:

This last step should create a ticket.

John CB

podcaster wrote on 11/29/2020, 6:45 PM

Hi John, Thanks for the fast response. I have already sent in a support request with a ticket. Website is very confusing. After going in circles and clicking several links that led to the same few pages I was not able to find a solution for a basic support question about purchasing a product. This is why I was seeking a phone number. It is highly unusual for a company of this size not to have a customer support phone number.

How can I find a direct phone number to speak to someone at the company?

browj2 wrote on 11/29/2020, 7:41 PM

@podcaster

Telephone support takes time and costs money. Imagine if everyone who has a problem (most are self-inflicted or caused by users not taking the time to read and follow instructions), then Magix would have to pass the cost on to the user - charge more for the program. Most users cannot even post a proper message on this forum that includes the information requested in the instructions when you post, so how could they transmit pertinent information verbally to a support technician.

It's always best to raise a ticket and include pertinent and proper information. Magix has your account information and can review it and get back to you. They can ask you to submit system information with a program that they have. This helps solve problems and cannot be done efficiently over the phone.

I have raised many tickets with Magix over the years and never felt the need to call and talk to someone.

John CB

SP. wrote on 11/30/2020, 4:04 AM

@podcaster There is only telephone support for users of Samplitude or Sequoia because they need to pay a lot more money for their programs.

chacha7 wrote on 6/19/2021, 3:44 PM

I want to purchase one of your products, but I no longer want downloads,I want CD that comes with software.When I try to order it says only download,I dont want this. what can I do.I have left various message and no reply.getting real tired of not finding simple answers

SP. wrote on 6/19/2021, 4:20 PM

@chacha7 Is it not possible for you to select a backup CD at checkout? I don't know if a CD is very useful because a lot of features need to be downloaded from the internet after the programs are installed.