Support issue with older version

Gaia1muse wrote on 11/23/2023, 4:37 PM

A while ago, I upgraded from Magix Vegas 12 to 19. At that time I changed my email address to a more current one. Once 19 downloaded I saw that the type is so small I can't really read it on my monitor. Couple that with the icons being moved to the bottom and I was at a loss so I kept 19 but went back to using 12 since I'm working on fairly easy videos. But now, when I last tried to render with Vegas 12 it kept crashing -- but it did offer me a Version 12 update. The problem is I can't get the update unless I log in and Vegas can't locate my account for Vegas 12 since it seems to be under my old email but it won't accept it since I changed it. So I no longer exist for Version 12. I really do like Vegas, I want to keep using it but what the blank should I do to upgrade the version I can actually use? (Unless you have increased the icon sizes it doesn't make sense for me to upgrade.)

Comments

Dexcon wrote on 11/23/2023, 4:47 PM

You'll very likely need to contact Support via the 'Contact Support' button at the bottom of the Support webpage - https://www.vegascreativesoftware.info/us/support/vegas-pro--1/

It will be best to include the email address that you used to first register your Sony Vegas Pro 12 along with its serial number along with the email address to which Vegas Pro 19 has been registered.

EricLNZ wrote on 11/23/2023, 6:36 PM

Meantime you can probably activate V12 using your old email address (even though you no longer use that address) until Magix change that for you and you need to activate under your new email address. My understanding is that products are registered to a specific email address and only Magix staff can change the registration address.

john-brown wrote on 11/24/2023, 11:29 AM

@EricLNZ

Hi Eric,

An account with Magix is registered to a user using their supplied email address. The email address is the username for the account and all registered products. A user can change this at any time by logging into their account and changing it - using the email address/username that is already registered with Magix.

The problem occurs when a user purchases another product or a newer version and registers it under a different email address/user name. Now they have two accounts but should only have one. They changed their email address but never bothered to advise Magix, meaning that they didn't change it in their existing account.

The only solution to getting products into one account is to contact Magix giving pertinent information for each account.

John CB