Stuck in a licensing/account limbo and need help

Everette wrote on 1/1/2026, 7:10 PM

I've been using Vegas Pro 17 since 2020 on Windows 10 under a $17.99/mo subscription. At some point last year, my payment method expired. I updated the payment information and was charged 1 singular USD, but my contract status for Vegas Pro 365 is still locked. I tried updating my payment method again and was charged another dollar. I tried a third time, and, again, was charged a third dollar. The contract exists. The contract status is locked. My account is not showing any registered products. I cannot register any products. None of the three P3 serial numbers under my contract will work for literally anything. When I try to activate using the actual Vegas Pro 17 software, I get error code -14. Green checkmarks appear for the email. I tried this on Vegas Pro 23 and still had the exact same issue. The AI email support agent has kept me in a loop repeating irrelevant steps while telling me it will direct me to a human while also never directing me to a human. Please help.

Comments

RogerS wrote on 1/1/2026, 8:39 PM

Does infoservice@magix.net or sales@magix.net work?

Everette wrote on 1/2/2026, 10:16 PM

Does infoservice@magix.net or sales@magix.net work?

No, they do not. I need a human customer support agent.

RogerS wrote on 1/2/2026, 11:14 PM

So you emailed them and didn't get a reply?

Everette wrote on 1/2/2026, 11:17 PM

So you emailed them and didn't get a reply?

I have yet to receive a reply.

RogerS wrote on 1/3/2026, 1:11 AM

I'd wait for a reply until a bit longer after New Year's as nobody is likely working right now.

Everette wrote on 1/3/2026, 11:39 AM

I'd wait for a reply until a bit longer after New Year's as nobody is likely working right now.

I'll keep a wait for a while. Thank you.

Everette wrote on 1/22/2026, 12:29 PM

I'd wait for a reply until a bit longer after New Year's as nobody is likely working right now.

It has been a while and nothing ultimately came of it. I got an email asking me to complete a survey about how satisfied I was with the support. I still need help with this. I cannot access Vegas Pro and my contract is still locked despite updating my payment method three times. I'd really like if I were able to speak to someone human instead of the dysfunctional AI bot.

Reyfox wrote on 1/23/2026, 7:06 AM

@Everette read this POST and make a post tagging VEGASDerek.

Others have been having issues with PayPal payments that are getting worked on right now.

Everette wrote on 1/29/2026, 3:14 AM

@VEGASDerek Very sorry for the tag, but I am becoming increasingly desperate as time goes by. How can this issue be resolved?

VEGASDerek wrote on 1/29/2026, 11:28 AM

I am not entirely into the "know" on the sales side of this, but my understanding is that once a serial is locked, it is locked permanently. So in this case you would need to buy a new subscription, at which point a new serial number will be sent to you. Also, I was informed that a sales rep should have sent a response on Jan 28th to your ticket.