Movie studio 16 & 17 suite platinum wont open & cant access account

Robert-Vincent wrote on 1/28/2021, 1:02 PM

I have an issue with my purchased copy of Vegas Movie Studio Platinum 16 & 17... I have not used it since last year when I bought them. Today when any of the programs are attempted to be opened, it shows the correct email address, and serial number, but asks me to register again with the email address I previously used. I click "register" and i get this message "This serial number has already been registered to another email address. please contact MAGIX support. error code: -24" I decided to log into my account on the MAGIX/VEGAS website... except it won't take my password for my account under that email address. I clicked "forgot my password" so I could reset it, but it never sends an email. I need access to that account because I have a both Movie studio suite 16 & 17 platinum software programs registered under that address (as well as music maker). I then decided to hit create account with what I knew was my correct email and password, and now I can sign in, but its like I never had an account or any products & everything is gone, and none of the programs still wont allow me to start, even if i use the exact serial number i recieved in the emails, sent to the email address they say does not exist., I can't even log into VEGAS Service Center to request support for the products I have under the other email address because, again, it won't take my password and won't send me a reset email. I'm extremely frustrated now and would like to know how all my VEGAS programs could suddenly stop working and claim to be not registered, but the account they're registered under won't allow me in. I want all my products I paid for to show up on my origional account... but I can't access that account!!!! Can somebody please help?!

Comments

vkmast wrote on 1/28/2021, 1:38 PM

Try contacting Online Live Chat. Advice here https://www.vegascreativesoftware.info/us/forum/faq-how-can-i-get-help-and-support-for-vegas-pro--104781/ section 6. (It's on at the moment.)

@Robert-Vincent

Former user wrote on 1/28/2021, 2:00 PM

Also, check your spam or junk folder for the email from Magix.

Robert-Vincent wrote on 1/28/2021, 2:00 PM

I am on now. they are arguing with me, because they stated they were under some email like kirenorigin342@protonmail.com. I sent them screenshots of my emails that stated I PAID AND BOUGHT THEM. they were stolen by some scumbag with a serial number generator!!! and i get this response "Our system would not allow someone else to activate a serial that was already registered to an account."???? are you #$%&^^$$^&$% kidding me????

Robert-Vincent wrote on 1/28/2021, 2:05 PM

I am out hundreds of dollars, even though I have all the proof in the world????

vkmast wrote on 1/28/2021, 2:09 PM

Did you buy from MAGIX?

Robert-Vincent wrote on 1/28/2021, 2:10 PM

I will be warning EVEREYONE!!!

I asked "well them someone hacked my account. If i am verifying that my email addresss is robertvincent49@att.net, and it shows thats who it was sold to. why cant you change it back?"

and I get "This is something we would need to review before being able to make any changes."???????

what is wrong with MAGIX??????!!!!!!!

and my question goes silent, when i ask "so you are saying that someone (suposedly I) changed the email, and gave myself access under another email. when i ask for it to be changed back to origional emaiul (because i have no idea what the other email name and password is) you have to review it???????". NICE!

j-v wrote on 1/28/2021, 2:13 PM

@Robert-Vincent
Where exactly did you bought one year ago the both versions you did not use?
Normally with Magix you can only buy the latest version or a version with the option to upGRADE it to the next version.

Robert-Vincent wrote on 1/28/2021, 2:17 PM

online direct from magix, and i gave them screenshots of the emails with the order numbers, and all serial numbers

Robert-Vincent wrote on 1/28/2021, 2:20 PM

they are stuck on " we see YOU bought them. but then you changed the email to >>>>>>>>>>>>>>>> who I have no idea who theif is. then they say "I see you created another email". I said, of course i did. I had ZERO access to the origional email that I never changed, and i recieved no response when I hit "forgot password". they DO NOT UNDERSTAND!!!

Robert-Vincent wrote on 1/28/2021, 2:22 PM

it is very simple. someone hacked my email account. stole my information. I said "change back to origional". If it was allegedly me that changed it, why wont they just change it back to purchasing email???!!!! I am screwed, and i need these for my drone business, to edit TONIGHT!

vkmast wrote on 1/28/2021, 2:23 PM

I'm afraid you need to work this out with MAGIX. This is a user forum and we cannot solve this issue.

Robert-Vincent wrote on 1/28/2021, 2:27 PM

it took a bit of work. but they finally changed it back. all good. I feel like perry mason

vkmast wrote on 1/28/2021, 2:33 PM

Excellent. Thanks for coming back and confirming the issue was solved.

@Robert-Vincent