need a phone number ormail for support

Alex-Glez wrote on 5/14/2020, 4:29 PM

Hi! my name is Alejandra González G. I'm from México.

First of all, I am writing to this forum, because I can't find any other viable contact on the site, and I believe that my case is urgent.

Yesterday I bought my Sony Vegas pro17 suit software electronically, for some reason the payment apparently was not successful, however the payment was made 3 times to my card, and the "purchase" was never completed, so I don't have any number activation and It seems my purchase is not registered, and I want to recover the extra charge that was made to my card.

Please, if you would be so kind as to let me know who I should speak to or what email address I should contact to solve my problem.

Tanks.

Comments

Musicvid wrote on 5/14/2020, 4:38 PM

https://www.vegascreativesoftware.info/us/support/form/?title=Payment%20Problem

set wrote on 5/14/2020, 5:02 PM

Above link didn't directly work due to nature of support system.

https://www.vegascreativesoftware.info/us/support/article/how-to-create-a-support-ticket--1513/

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Alex-Glez wrote on 5/14/2020, 5:56 PM

Thanks for both answers, I already followed the two suggestions and it sends me to a maze with no way out because I need my confirmation number, which I do not have and it is not filtered as spam, and therefore as I do not have an activation number, I cannot claim the triple charge on my card. not by this path!!!

Musicvid wrote on 5/14/2020, 6:35 PM

If you are unable to contact support, or they do not contact you in response to your post, you may also want to file a claim with your credit card issuer, assuming your statements are accurate. @VEGASDerek

vkmast wrote on 5/14/2020, 11:39 PM

You probably should do what @Musicvid suggests above. But here's the recent update of a Support document related to cancellations: https://www.vegascreativesoftware.info/us/support/article/revoke-order-return-right-of-withdrawal--1515/ .

You will find the complete cancellation policy in the current General Terms linked there. You might try asking at shop@magix.net mentioned in the Terms.

Dexcon wrote on 5/15/2020, 6:44 AM

@Alex-Glez … Last August when purchasing Vegas Pro 17 at its release, I tried the online purchase twice, and each purchase failed due to something like the 'transaction was not successfu'l. The third attempt was successful. But I got 3 charges on my credit card. I contacted MAGIX Sales by an online form (it couldn't have been by email because its not in my Sent folder), and I am really happy to say that MAGIX refunded the two erroneous purchases very quickly - within a day or two. I did lose out because I still had the credit card 3% charges for the foreign currency conversion. Nonetheless, MAGIX acted without delay which is terrific customer service.

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vkmast wrote on 5/15/2020, 8:29 AM

@Dexcon did you use a form something like this one ? Available by using the link I gave above.

VEGAS_EricD wrote on 5/15/2020, 8:39 AM

You may contact the sales team about this matter here. https://support2.magix.com/customer/en/request

This brings you to the page where you may type in your request. You will also be asked to log into your account. The email address you use to log into your account, will be the same email you receive replies to from the sales team.

Dexcon wrote on 5/15/2020, 8:52 AM

@vkmast ... no, that doesn't seem familiar. Though quite some time ago (even 8 weeks ago seems like an eternity ago), I think that it was more like a 'contact us' on-line form in much the same process as a tech support request.

But from my email records, the quick reply from my request was from: MAGIX Support <support@magix.net>

Cameras: Sony FDR-AX100E; GoPro Hero 11 Black Creator Edition

Installed: Vegas Pro 15, 16, 17, 18, 19, 20, 21 & 22, HitFilm Pro 2021.3, DaVinci Resolve Studio 19.0.3, BCC 2025, Mocha Pro 2025.0, NBFX TotalFX 7, Neat NR, DVD Architect 6.0, MAGIX Travel Maps, Sound Forge Pro 16, SpectraLayers Pro 11, iZotope RX11 Advanced and many other iZ plugins, Vegasaur 4.0

Windows 11

Dell Alienware Aurora 11:

10th Gen Intel i9 10900KF - 10 cores (20 threads) - 3.7 to 5.3 GHz

NVIDIA GeForce RTX 2080 SUPER 8GB GDDR6 - liquid cooled

64GB RAM - Dual Channel HyperX FURY DDR4 XMP at 3200MHz

C drive: 2TB Samsung 990 PCIe 4.0 NVMe M.2 PCIe SSD

D: drive: 4TB Samsung 870 SATA SSD (used for media for editing current projects)

E: drive: 2TB Samsung 870 SATA SSD

F: drive: 6TB WD 7200 rpm Black HDD 3.5"

Dell Ultrasharp 32" 4K Color Calibrated Monitor

 

LAPTOP:

Dell Inspiron 5310 EVO 13.3"

i5-11320H CPU

C Drive: 1TB Corsair Gen4 NVMe M.2 2230 SSD (upgraded from the original 500 GB SSD)

Monitor is 2560 x 1600 @ 60 Hz

Alex-Glez wrote on 5/15/2020, 11:40 AM

I already tried the magix assistant, as you suggested, and saw the contract option, but I don't even have a contract because the transaction never came to fruition. @Dexcon thanks, it's exactly what happened to me and I'm going to try this route. it gives me hope to know that it does have a solution