They were supposed to switch you and all other SmartScriptions to a perpetual license but in your case it failed. I'd try the email Eric shared and expect a response after New Year's.

The "story" I heard is that it was too complicated for support to implement or developers to automate, so they cancelled it. Personally, I think it was an attractive concept which would have gotten me on board if they had made a better effort.

I contacted them and opened a ticket 11/26, then another on 1/5 after the new year, it's now 1/19 with no response. In a last ditch effort I spammed that infoservice email in hopes someone will see it. If not I'm reporting fraud tomorrow. It's obvious Magix doesn't care about their paying customers.

@SilentNight Please let us know if you get a response.

Still no response to any of the tickets I opened. Furthermore I had a meeting with my banker and it appears my bank cannot do anything without cancelling my card which in my case would be extremely inconvenient and not guarantee I get any funds back. If anyone else is getting screwed right now please reach out to me. Our best bet is legal action at this point.

They don't have the ability to dispute a charge/transaction as unauthorized?

@RogerS Not without also voiding the card is what they told me. And because the bank might define this as a scam rather than fraud I might not even see any money back if I go down that route.

It's not a scam or fraud, though. Scam implies intent to begin with. The counterparty here is a medium size reputable company with a standard business model.

It's more a breach of contract where Magix didn't honor the terms of the agreement (likely due to problems with systems and lack of support staff). Having an attorney file a notice of intent to sue or pursue claims in a small claims court (don't know what options are in your jurisdiction) may prompt a resolution.

These are all assumptions but, it looks like Magix was sold to RM Equity Partners in Jan 2025, a parent company that claims to manage 50+ different companies on only ~600 employees. They specialize in profitable asset-light businesses.

It would not surprise me if Vegas is operating on a skeleton crew at this point and there is likely no in-house support.

>Not without also voiding the card 
 In the UK at least cancelling the card is not necessary for a chargeback. It MAY be necessary if dealing with fraud, though.

So did you report this as fraud - or as a simple chargeback because the expected service was not delivered?

I went in asking for a chargeback and she said that's a misunderstanding people have and that the only way to do it is to report fraud and void the card. Maybe some banks or cards are different but that's how it is in my case.

Nvm the banker I spoke with was apparently uninformed on the topic. I just logged into my bank online and found a way to do it there. Despite being almost $300 the dispute was processed in my favor instantly likely due to me being with the bank for a long time and never doing this before and because they know the merchant (MAGIX) has a lot of other customers doing chargebacks right now too. I can't do a chargeback for the original SmartScription though since it was too long ago. On that, as far as I'm concerned MAGIX still owes me a perpetual license or a refund for that whole subscription period if they don't want to give me that license.

Hopefully you get the perpetual version as you were promised.

I am working with Eric to get the perpetual version. I do apologize that this process has been such a pain. I am trying my best to try to help the people who purchased these SmartScriptions transitioned off that plan and to receive their perpetual licenses...unfortunately, while Eric and I can work to get those perpetual licenses into users' hands, we are powerless to deal with the improper charges happening right as we have no direct contact with the sales team.

I am working with Eric to get the perpetual version. I do apologize that this process has been such a pain. I am trying my best to try to help the people who purchased these SmartScriptions transitioned off that plan and to receive their perpetual licenses...unfortunately, while Eric and I can work to get those perpetual licenses into users' hands, we are powerless to deal with the improper charges happening right as we have no direct contact with the sales team.

As of today my issue is resolved. Support got back to me and added the perpetual license to my account.

Thank you so much @VEGASDerek and Eric for any help you provided behind the scenes there.

While I did have to follow through with a chargeback which likely hurts Magix standing with credit card companies to some extent, I apologize for any legal threats, I was rightfully frustrated as it looked like I was going to be out ~$600 with nothing else I could do about it. Seeing other users on the forum try to buy Vegas through PayPal, not receiving their license, and then not hearing anything from support/sales about it also made it seem like I wasn't going to get anywhere.

It looks like the users with the PayPal issue are also getting responses from support/sales now so hopefully whatever issue they had providing customer service is resolved now.

It was frustrating but I'm just glad it's resolved because VP23 I think is the best major version of Vegas in awhile and I want to keep using it.

Like many others, I received an email from Magix on Friday, September 5, 2025, with the notice that "SmartScription's riding off into the sunset", with the following bullet points:

Bullet point    Your current subscription will continue until its scheduled end date
Bullet point    You’ll receive a FREE perpetual license for VEGAS Pro 23
Bullet point    SmartScription will not be renewed or extended after that

Among other things, what I liked about the VEGAS Pro Post 365+ (two-year SmartScription) was that at the end you were given a serial number for full access to the lastest versions of the included software. 

My subscription end date was January 9th, 2026. As of two weeks later, I have not received the promised perpetual licenses for any of the programs that were part of the subscription, but much worse, when I went to pay my credit card bill today, having been told by email over four months ago that it would NOT be renewed, I see that I was in fact charged on the subscription's end date for two more years of a service that no longer exists.

Although I initially paid for the subscription two years ago, I had never subsequently installed any of the programs because I was still using my old versions without any problems. But I was happy with the promise that I would have access to the up-to-date versions when the subscription came to an end.

So today, having been charged for two more years for a subscription that no longer even exists, as well as never having received the promised serial numbers for the programs that were part of it, I am in a quandary about what to do.

I have sent this message to Magix's Customer Service using the contact form, hoping they will resolve this issue immediately—and I am posting it in the VEGAS Community Forum having just seen other people's problems with this in the last several months—and surprised at the on-going lack of support—hoping to add my voice to an issue that needs a timely resolution.

Magix, please reverse the credit card charges immediately, and issue the promised serial numbers for the most recent versions of the applicable software.

@SilentNight Thanks for the update

I am working with Eric to get the perpetual version. I do apologize that this process has been such a pain. I am trying my best to try to help the people who purchased these SmartScriptions transitioned off that plan and to receive their perpetual licenses...unfortunately, while Eric and I can work to get those perpetual licenses into users' hands, we are powerless to deal with the improper charges happening right as we have no direct contact with the sales team.

"I've recently had many concerns regarding the communication between users and the developers, but this issue seems even more serious.

I understand that the Development and Sales teams are separate. However, if there is such a lack of communication between departments within the same organization, it implies that it would be even more difficult for users to communicate with the company.

Also, I am curious if the update (patch) for VEGAS Pro 23 is currently in progress. The reason I ask is that users are always left speculating among ourselves without any concrete information. I am asking you because I believe you would know the situation best."