Always check your spam/junk email folders, as Magix recommends.

Always check your spam/junk email folders, as Magix recommends.

For some reason the support team not responding to people seems to be a widespread issue right now. I am in the same boat as OP and I’ve checked my spam. These are all posts/comments about it from the past 2 months or so alone.

https://www.vegascreativesoftware.info/us/forum/support-not-responding-for-weeks--150190/#ca945560

https://www.vegascreativesoftware.info/us/forum/support-not-responding-for-weeks--150190/#ca944957

https://www.vegascreativesoftware.info/us/forum/vegas-pro-refund-request-no-response-from-support--150440/

https://www.vegascreativesoftware.info/us/forum/vp-23-freezes-when-pausing-stopping-preview--150329/#ca946609

https://www.vegascreativesoftware.info/us/forum/any-suggestions-on-how-i-can-get-reach-out-to-the-magix-support-team--150177/#ca944867

https://www.vegascreativesoftware.info/us/forum/any-suggestions-on-how-i-can-get-reach-out-to-the-magix-support-team--150177/#ca944867

https://www.vegascreativesoftware.info/us/forum/vegas-pro-annual-subscription-question--150460/

Does anyone have any idea why support has been unreachable for so long? Are there any rumors about the company shutting down or something like that?

No, there are no rumors that the company is shutting down, quite the opposite with an infusion of resources.

Magix support seems overwhelmed covering all the products though VEGAS support is active. I'd expect less responsiveness as we head into the European holiday season though.

It's been two weeks since I've been able to use Vegas (I installed Vegas 23, which doesn't yet work in French), and with the 365 suite, you can't download older versions. I'm essentially out of work. It's a disgrace to have such nonexistent customer service for software at this price. They don't care about their customers. I have no choice but to switch to DaVinci Resolve...

@Gugusgland Can you not install 23 in English? When did you start your 365 subscription? If before 23 you should be able to install and register an older version from here.

I obviously checked my spam folder before opening this forum, and there's nothing there. No response from customer service for over a month. What are they doing? I bought a physical license that I can't even use...

@Amin-BKC  ... in my earlier response I asked:

it will no doubt be helpful to know if you received an email confirming your Vegas Pro 23 purchase? - a confirmation email has always occurred just after my Vegas Pro purchases and those emails have always included download links to the Vegas Pro program as well as to any other downloads that may accompany the Vegas Pro version purchased.

The purchase confirmation email would also include the purchase order number which you could quote in your communications with Vegas Support.

To date you have not responded, so please advise if you received a confirmation email from MAGIX at the time of your Vegas Pro 23 purchase (which would have included the serial number). If you didn't receive such an email, is it possible that there was a typo error in the email address used to make the purchase?

The license was successfully registered to my email address, but it does not appear in my VEGAS Creative Software account, which prevents me from using the software.

That likely means that it was successfully registered to the email address provided during the purchase process.

No, I did not receive a confirmation email from MAGIX when I purchased Vegas Pro 23. Simply because I bought Vegas Pro 23 physically, via Amazon.

Oh....not familiar with the Amazon purchase process and activation.

Besides not knowing how you would activate it. I know in the past, when I hadCD/DVD physical media, the activation code would be on the disk itself. I don't know about now, especially how Vegas does it.

Most of Amazon offerings are DVD-ROM based. v I did see a Sony Vegas version for $799.

Didn't know it was on Amazon... here in the US, all the graphic images come up with text in German:
https://www.amazon.com/VEGAS-Suite-All-one-post-production/dp/B0FQ5WCBM7

Well, if it is an Amazon purchase, isn't there a way to get a refund?

Hopefully, you mentioned in your support requests that you purchased Vegas Pro 23 from Amazon otherwise Support would probably assume that you made the purchase on MAGIX's Vegas Pro's website.

Anyway, I wonder if a purchase from Amazon works something like this: Amazon sell the DVD-ROM of Vegas Pro along with a serial number, but that serial number is unassigned on MAGIX's registration system to any individual until such time as the purchaser installs Vegas Pro and uses that serial number to register it to their MAGIX My Account.

If I remember correctly from years ago, there were similar issues posted on the forum where downloaded Vegas Pro purchases from Amazon did not automatically ripple through to the purchaser's MAGIX account - some form of purchase authorisation number (possibly called a voucher code) was used instead.

@Gugusgland Can you not install 23 in English? When did you start your 365 subscription? If before 23 you should be able to install and register an older version from here.

Thank you Roger, I see the community is much more efficient than the after sale service! The english version works well, but I am not comfortable with the technical english. I will try to install the V23 build 278, then the last V22 build. The doubt I have is that I have the 365 suit, not the software...

Glad we can be helpful. I understand wanting it in French and for unknown reasons 22 and 23 don't open on some French-language systems. When did you start your subscription? If it was before 23 was released you should be able to install 22 and from the link I shared other software that came with it (Mocha VEGAS for 22?).

Always check your spam/junk email folders, as Magix recommends.

For some reason the support team not responding to people seems to be a widespread issue right now. I am in the same boat as OP and I’ve checked my spam. These are all posts/comments about it from the past 2 months or so alone.

https://www.vegascreativesoftware.info/us/forum/support-not-responding-for-weeks--150190/#ca945560

https://www.vegascreativesoftware.info/us/forum/support-not-responding-for-weeks--150190/#ca944957

https://www.vegascreativesoftware.info/us/forum/vegas-pro-refund-request-no-response-from-support--150440/

https://www.vegascreativesoftware.info/us/forum/vp-23-freezes-when-pausing-stopping-preview--150329/#ca946609

https://www.vegascreativesoftware.info/us/forum/any-suggestions-on-how-i-can-get-reach-out-to-the-magix-support-team--150177/#ca944867

https://www.vegascreativesoftware.info/us/forum/any-suggestions-on-how-i-can-get-reach-out-to-the-magix-support-team--150177/#ca944867

https://www.vegascreativesoftware.info/us/forum/vegas-pro-annual-subscription-question--150460/

Yooo, that's me! (I am still waiting.)

Magix has issues with unauthorized smtp servers trying to communicate to addresses that are not on Gmail or Microsoft/Outlook domains. It's apparently not as much of a problem in the EU where email security is less common. I've found that using a free gmail account helps to receive Magix email that otherwise gets rejected before delivery.

Thank you everyone for the input.

To clarify definitively:

- This was a PHYSICAL purchase of VEGAS Pro 23 via Amazon (boxed version).
- Therefore, no MAGIX confirmation email is expected.
- The serial number from the box was successfully redeemed.
- However, the license does NOT appear in my VEGAS Creative Software account.
- As a result, I cannot download or use the software I paid for.

This is clearly not an email or spam issue.
This is an account/license assignment issue that requires manual intervention from MAGIX / VEGAS support.

I have already opened two official support tickets more than one month ago, with no human response.

At this point, could a VEGAS moderator please:
- confirm the correct escalation path for Amazon physical licenses, or
- forward this case internally to support so the license can be properly attached to my account?

Thank you.
 

You can download the software here (though if you have a box, presumably it is on a disk?):
https://www.vegascreativesoftware.info/us/forum/faq-where-can-i-download-vegas-pro-and-other-vegas-software--104782/

Can't you install it and then enter the license when the software prompts you?

Magix has issues with unauthorized smtp servers trying to communicate to addresses that are not on Gmail or Microsoft/Outlook domains. It's apparently not as much of a problem in the EU where email security is less common. I've found that using a free gmail account helps to receive Magix email that otherwise gets rejected before delivery.

Interesting… how did you find this out? I use Yahoo and am able to get the AI e-mail response after filling out the support form but once it comes to hearing back from an agent, it never happens.

Magix has issues with unauthorized smtp servers trying to communicate to addresses that are not on Gmail or Microsoft/Outlook domains. It's apparently not as much of a problem in the EU where email security is less common. I've found that using a free gmail account helps to receive Magix email that otherwise gets rejected before delivery.

Interesting… how did you find this out? I use Yahoo and am able to get the AI e-mail response after filling out the support form but once it comes to hearing back from an agent, it never happens.

@thesammy58 I just queried magix.com with nslookup. Right now there's only one mx record in there and it only authorizes a single server on the outlook.com domain... which appears different than the server listed in outlook.com dns:

Default Server:  cdns01.comcast.net
Address:  2001:558:feed::1> set q=mx
> magix.com
Server:  cdns01.comcast.net
Address:  2001:558:feed::1Non-authoritative answer:
magix.com       MX preference = 10, mail exchanger = magix-com.mail.protection.outlook.com

However the txt records contain proprietary keys for Microsoft and Google which seems to make them work reliably. There's also an spf reference to mailgun which should work if they currently use it.

> set q=txt
> magix.com
Server:  cdns01.comcast.net
Address:  2001:558:feed::1Non-authoritative answer:
magix.com       text =        "MS=ms15655011"
magix.com       text =        "google-site-verification=1GsX6EU7QQ_3e0Cu7bBoMmPXUnRLmIqWdqeC5BX34u8"
magix.com       text =        "v=spf1 a mx ptr include:mailgun.org include:spf.protection.outlook.de -all"

Back when I operated my own smtp server on my own domain, the only way it would accept email from a server on the Magix.com domain was if I turned smtp authentication off... which left me open to a flood of junk into my spam folders.