Error code 24 trying to register a new product

yukari01 wrote on 10/20/2019, 10:29 AM

The day after purchasing Vegas Movie Studio Platinum 16 on my fairly new Windows 10 computer that meets the recommended specifications, it will not register. I used the e-mail sent to me for the download and used the serial number provided. When I try to open the program, it gives me the error code 24 message and says this e-mail has already been used. I have previously owned Vegas Movie Studio 12 purchased from Walmart and purchased 16 as an upgrade. I had un-installed 12 and have tried re-installing 16 several times. I have also tried re-installing my OS to be certain Windows was not causing this issue. I have also tried to check my registry. I have a YouTube channel and therefore need this program. I have created a trouble ticket on their website and have so far only received an automated response saying vote Yes or No if this is helpful with no button or way to press Yes or No. When logging into their support center, it says Serial Number already used when trying to register the product. I have not installed it on any other computers and I have checked to be sure the serial number was entered correctly. I have read online that many customers have had this issue, but I have not found a solution. Does anyone know of other methods than the ones I have already tried? Thank you for your time.

-Yukari

Comments

Musicvid wrote on 10/20/2019, 10:38 AM

You told us everything except where you got your download. But you can save that information for Magix customer service, who you should be contacting instead. If you bought a pirated version, they may be able to work with you.

yukari01 wrote on 10/20/2019, 10:58 AM

As stated in my post, it was purchased and not pirated and I have already attempted to contact their customer service. Thank you for your reply and here is your answer.

It was purchase from the following website and company:

Your MAGIX Team

http://www.magix.com/

 

MAGIX Computer Products International Co.

280 Greg St., Suite 10

Reno, NV 89502-2272

USA

 

Email: us-shop@magix.net

 

Contact: http://rdir.magix.net/?page=5E85H8KEFAV3

j-v wrote on 10/20/2019, 11:04 AM

Go to your account at https://www.magix.com/us/support/my-service-center/ and open your Products/ Vegas Movie Studio 16 Platinum, go to Serial nr/Show more details and deactivate there all. Now you be able to register after a Windows restart.

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yukari01 wrote on 10/20/2019, 11:48 AM

Sorry, as I mentioned in my original post, " When logging into their support center, it says Serial Number already used when trying to register the product." There are no products listed to select for deactivation, however, thank you for your suggestion.

vkmast wrote on 10/20/2019, 12:06 PM

@yukari01 this is from Support form suggested answers : "Q. How to solve error code "-24": A.: You will receive the message "Serial number already assigned" or "Error code -24" if the product has already been registered under another e-mail address by you or a previous owner.First, please check your entered e-mail address for possible typos. Maybe you registered the program under a different e-mail address during the initial activation? Please use our Service Center to update your data (log in with the old e-mail address and adjust the data).https://www.magix.com/gb/support/my-service-center/ "

Maybe best ask using https://support2.magix.com/customer/en/vegas/form

yukari01 wrote on 10/20/2019, 12:22 PM

@vkmast Thank you for your reply. As mentioned in my original post, "I used the e-mail sent to me for the download and used the serial number provided." I have no other e-mail addresses used and tried to register using the same e-mail where my serial number was sent by Magix. I have also checked for typos and made sure everything was correct in my Data info on their account website. I have also sent them a trouble ticket prior to the original post using the website you suggested as well as their technical support form section after logging in. Are there any other suggestions?

vkmast wrote on 10/20/2019, 1:45 PM

@yukari01 sorry, I overlooked that you already had used the Support form I linked. As you already did that and had no success, try if Online Live Chat ("Let's Chat") from 12pm-4pm U.S. Central Standard Time (weekdays only) can help. "Go to https://www.vegascreativesoftware.com/us/support/ and click the chat bubble in the bottom right corner." (From a FAQ, section 6 and "Sales info" on the /support/ page.) (Also and the comment above that.)

EricLNZ wrote on 10/21/2019, 5:43 AM

Try copying and pasting the serial number from your email just in case you are misreading a digit.