Registered to another email address, error -24

Michael-Freeland4964 wrote on 4/30/2021, 12:49 PM

I purchased Vegas Pro 18 in March and have been working on some important projects, due shortly. This morning i was informed that the serial number was registered to another address. I've tried uninstalling and reinstalling, Magix doesn't list Vegas Pro in its list of products, and I was unable to log into my magix account. I'm desperate! how do I talk to someone, or otherwise fix this?

Comments

VEGASDerek wrote on 4/30/2021, 1:59 PM

You will need to contact support to resolve this.

vkmast wrote on 4/30/2021, 2:29 PM

You might also try asking at Online Live Chat, advice here in section 6. It's still on at the moment.

A support tutorial here. Select the option you need on the "I need Help with" page there.

john-brown wrote on 4/30/2021, 2:54 PM

@Michael-Freeland4964

Hi,

See this under Support.

Magix doesn't list Vegas Pro in its list of products,

Yes, it does. Magix.com lists Vegas products and then goes to the Vegas page.

If you mean within your account, I'm pretty sure that my Vegas products are listed in My Products. Yup, they are there.

I was unable to log into my magix account.

Why are you unable to log in to your account? Wrong username (email address), forgot password, trouble with CAPTCHA?

Michael-Freeland4964 wrote on 5/1/2021, 1:59 PM

Mea maxima culpa! John-brown, thanks for your reply. You're right - Vegas is there. I was looking at the wrong screen. As it turns out, it WAS a different email address which also allowed me to log into my on-line account.

I bought 18 in mid-March (up from 15) and was using it routinely until yesterday morning when I was informed that I had no license. That's what spooked me - something had changed overnight, and not of my doing. I tried a secondary address and voila, it re-activated the software and gave me access my account so right now all is well.

Problem is, I didn't change the email. The fact remains that something DID change overnight, and with a deadline on this production I had no idea how long it would take me to clear it up. Thanks also to vkmast for the link to the live chat. I looked at everything there was to offer under support and the forums and found every question known to man addressed, except mine. Not being able to log in wasn't helpful.

I must aver that Magix's support system is among the most opaque I've ever seen, especially in the area of past sales and account recovery.

So thanks all, and my apologies for wasting your time.