No Response From Support

Riss-H wrote on 1/19/2026, 11:21 AM

Has anyone here gotten a human response from the support email in the last month? I sent a message about an issue I had with the payment process weeks ago (January 6), got an automated "your ticket has been received" response, and nothing since then. Yes, I have checked my spam and other folders, and I was as clear as I could be about the situation in the email to sales @magix.net.

I want to get a license before my trial runs out and already tried to pay for one, but I got an error message and never received the software download--but the transaction appears to have taken place on my end. I had confirmed multiple times that I was definitely on the legitimate site, and my cards shouldn't be the issue. I just want the product I paid for, and I don't want to try again before hearing back about the first incident.

Are other people getting radio silence lately, or is it just me? Should I try again? Is there a better email than the one I mentioned? Is there a phone number I could call instead of sending another message into the void?

Thanks.

Comments

EricLNZ wrote on 1/19/2026, 5:00 PM

@Riss-H Long shot, but worth a look. Go to your Magix account https://www.magix.com/us/support/my-service-center/ and under My Products have a look to see if your purchase appears there. If so the serial number and download manager link should be there.

As for getting a response from support there appears currently to be a delay.

Riss-H wrote on 1/19/2026, 9:41 PM

@EricLNZ Yes, I checked there, as well all the other tabs. No such luck, unfortunately.

Delay as in, people definitely HAVE been getting answers eventually? That's something, at least. Thanks for the response.

Arie2929 wrote on 1/20/2026, 10:12 AM

https://www.vegascreativesoftware.info/us/forum/paypal-charged-but-no-product--150696/#ca948655

I had something similar happen to me when purchasing through paypal. Its been almost a week (6 days) and I've only got automated responses so far. I am really starting to lose my patience.

Riss-H wrote on 1/20/2026, 6:50 PM

@Arie2929 Yeesh...Well, I guess it's reassuring that it's not just me. Maybe it being a recurring issue means it's more likely to get some attention for a fix...? Still, really awful to feel like we've just thrown that much money in a hole with nothing to show for it and silence from support.

Kicking myself because I almost paid via card instead of through PayPal but switched at the last moment...seems like I could have avoided this mess. Wish they'd remove the option or post a notice that there's an issue if it's a known bug.

Arie2929 wrote on 1/20/2026, 6:57 PM

@Arie2929 Yeesh...Well, I guess it's reassuring that it's not just me. Maybe it being a recurring issue means it's more likely to get some attention for a fix...? Still, really awful to feel like we've just thrown that much money in a hole with nothing to show for it and silence from support.

Kicking myself because I almost paid via card instead of through PayPal but switched at the last moment...seems like I could have avoided this mess. Wish they'd remove the option or post a notice that there's an issue if it's a known bug.

Thats exactly how I felt as well. First time I ever had an issue with paypal payment and its usually really easy. I just got a new CC so I thought it would be way easier than typing in all my new card info. Like you said it seems like it couldve all been avoided but now we are stuck in limbo. I really hope they address this issue soon or they are going to have a lot more complaints.

Daniel.D2345 wrote on 1/20/2026, 8:39 PM

Man i am so upset i'm seeing these forum posts so late. I just tried to upgrade to vegas 23 with paypal. Payment and everything went through but on vegas checkout saying there was in issue with payment or something to that effect. Never had issues in past but now, now i'm worried i'm going to be waiting forever like everyone else.

https://www.vegascreativesoftware.info/us/forum/paypal-charged-but-no-product--150696/#ca948655

I had something similar happen to me when purchasing through paypal. Its been almost a week (6 days) and I've only got automated responses so far. I am really starting to lose my patience.

CoolCatDaddio wrote on 1/20/2026, 10:04 PM

Just wanted to chime in and say: Same

CoolCatDaddio wrote on 1/21/2026, 3:33 PM

Just got my email fellas. Hope you guys do too