Reinstallation after formatting computer

George-Goodman wrote on 9/13/2021, 12:46 PM

I bought on Amazon, entered my registration/product key and email on the software and the product worked great. After resent computer issue I had to format my computer and reinstall. When I put product code and email it gives me "Error code - 24". I tried to then create an account here and register the product code here so I could deactivate the account as I read from another post but it says the product code is already registered and I cannot associate it with my account.

How do I use my product after reinstalling?

Thank you

Comments

EricLNZ wrote on 9/13/2021, 5:47 PM

I don't know how the Amazon system works but your product is probably registered with Magix using an email address you provided when registering Can you recall the email address you used? It would have appeared on the splash screen when your product opened.

George-Goodman wrote on 9/14/2021, 9:19 AM

Hello, thank you for getting back to me. I do recall the email. It is the same email my account is connected to here. When I re installed the software It recognizes my product code and email address stating it has already been registered but will not me continue to the software hanging up with the error code - 24 and to "contact technical support". I never went to this website and registered an account or associate my product code here until I had an issue with entering the same product code and email address I provided on my initial installation.

So I still need help from "technical support" with the installation.

Again, thank you for your response

EricLNZ wrote on 9/14/2021, 6:59 PM

Try going to your Magix account https://www.magix.com/us/support/my-service-center/, using your email account and look for your VMS in My Products. Under Serial Number> Show more details, you should see two Activation Slots. Deactivate both. (If you've forgotten your account password there's an option to be sent it).

Then try reopening VMS. You don't say which version you have but I assume it's recent.

George-Goodman wrote on 9/15/2021, 9:19 AM

First off Eric, I just want to thank you for taking the time to help me.

I followed the steps to "My Products". The only item that shows up is the Trial version I started a couple days ago to edit a file I needed to. My Official product purchase "VEGAS Movie Studio 17 Platinum [PC Download]" I bought from amazon on June 5th 2021 was not listed there. When I go to "Register A Product" and fill out my information it says

"Serial number already used

The serial number you entered has already been used. You may have already registered. Registering again is not necessary. If you have any questions, please contact out technical support team: http://support.magix.net"

This is where I am running into the issue. At the time of purchase I didn`t come to this site and create an account and register the product with my information. When installing the software it asks for my email and the serial number then allowed me to use the product. Now after reinstalling I try to do the same and it says the product code is has already been registered and does not allow me to use the software.

vkmast wrote on 9/15/2021, 11:10 AM

@George-Goodman the support link should be https://www.vegascreativesoftware.info/us/support/interview/

But you might try Online Live Chat to see if they can help:."Please visit www.vegascreativesoftware.com/support between 12:00 and 4:00 Central (currently GMT-5) Monday through Friday and use the chat widget in the lower-right-hand corner to chat directly with a support rep."

George-Goodman wrote on 9/15/2021, 12:30 PM

Thank you for the response. I followed the link but cannot find the "Live Chat" options, just forums or submitting a request with a 2-4 day response time.

vkmast wrote on 9/15/2021, 12:36 PM

@George-Goodman for me Let's Chat shows at the moment as advised here:

https://www.vegascreativesoftware.com/us/support/

or

George-Goodman wrote on 9/15/2021, 1:24 PM

That worked, I was able to figure out where I was going wrong. I have two Emails and I was using the wrong one to reinstall. I changed my email to the one I used when I originally registered the product and it went right though.

I want to again thank both @vkmast and @EricLNZ for you help and direction to resolve my issue. I greatly appreciate it!

vkmast wrote on 9/15/2021, 1:29 PM

Thanks for reporting back. Sorry about the first incomplete link (copied verbatim from a staff member comment). I should have been more careful and made it an actual link..

@George-Goodman