Support not responding for weeks

bonki wrote on 11/11/2025, 2:23 PM

Hey everyone,

I opened a support ticket three weeks ago and even followed up with another email a week later – but still no reply whatsoever.

To sum it up quickly:
I subscribed to the 2-year SmartScription in October 2023. In September 2025, I received an email stating that SmartScription would be discontinued. It said the subscription would run until its end, but not be renewed or extended – and as a “special gift,” I’d receive a free permanent VEGAS Pro 23 license.

But on October 21st, the subscription renewed anyway, and 600€ was charged via PayPal, even though:

- SmartScription was supposed to be discontinued

- VEGAS Effects / Image (which were part of it) are basically dead

- and now I’ve apparently been downgraded to a regular VEGAS Pro Suite 2-year-plan – at double the price?

What I first thought was just an oversight is now starting to feel like a rip-off, especially given the complete silence from support.

Has anyone else had this happen with SmartScription or waited this long for a support reply?
Any advice on how to proceed?

Thanks in advance.

Comments

VEGASDerek wrote on 11/12/2025, 7:48 AM

I have forwarded this to the sales support team.

Brianimal wrote on 11/24/2025, 12:52 PM

@VEGASDerek I am in the same boat. I have been waiting for 20 days with no response from the support team on my ticket, even sent several follow up emails. Are you able to get anyone's attention for me please?

bonki wrote on 11/24/2025, 2:10 PM

@VEGASDerek I am in the same boat. I have been waiting for 20 days with no response from the support team on my ticket, even sent several follow up emails. Are you able to get anyone's attention for me please?

Same here. I really appreciated Derek forwarding it and I’m thankful for the effort, but sadly there’s still been no response.

I rely on VEGAS daily for work, especially now during the busy Christmas season, so stress and outages are simply not something I can afford right now.

I’ll send a final ticket on December 1st and wait until the end of the year… but if nothing changes, I’ll have no choice but to ask PayPal for help. I really hope it won’t come to that.

Lamonte-Smith wrote on 2/8/2026, 11:38 AM

Has anyone gotten any resolve? Bonki, your story sounds exactly like mine except mine just happened this month (February 2026).

Alex.G. wrote on 2/10/2026, 6:34 AM

Hi everybody!

I would like to add my experience with the lack of support.
In short:
I had subscribed to the Vegas Pro 2-year Smart Subscription in 2024.
Before the renewal, which was due in January 2026, I received couple of emails informing me that my card was invalid. I therefore took steps to change it in time via my profile (terrible system—it doesn't tell you which card you're using, what you've updated, etc.). I received a trial charge on my card, so I assumed that the change has been made and that they can now proceed with the charge.

But instead of extending my subscription, they canceled it.

So now I find myself with Vegas blocked and no more activated.

I wrote to ask for information, but I received a reply (presumably from a BOT) saying that the system has automatically canceled the renewal and that if I want to reactivate everything, I have to buy a new subscription. I tried to reply to ask for more details, but got back that the ticket is now closed, open a new one if you wish....

It's a shame that I'm still actively using Vegas Pro 22, due to a whole series of issues that we are aware of and that the new subscription does NOT include version 22. I bought a one-month subscription and it is not possible to activate version 22 at all. So again paid money, no result.

Furthermore, I was told by email months ago, just like Bonki, that at the end of the 2-year smart-subscription I would receive a perpetual serial number for Vegas Pro 23, and this obviously did not happen.

I've been writing for weeks to get information and understand what to do, and the only thing I get back is
"Note: If you would like to add further information to this ticket, please use the following subject: [Ticket#20260128 .....]"

It seems like a joke to me. No one has ever contacted me back, no one has ever tried to help me. A total failure for a company that charges for its product and then doesn't provide even minimal support. Really unacceptable nowadays.

The only solution is to buy a full-price license for Vegas Pro 22 on the aftermarket or activate it illegally.

How can we trust them now? Even if I wanted to buy the new subscription again, not having any support is really penalizing and makes me want to look elsewhere.

Really bad.

bonki wrote on 2/10/2026, 6:51 AM

Has anyone gotten any resolve? Bonki, your story sounds exactly like mine except mine just happened this month (February 2026).

Still no response, I think I wrote like two more e-mails (german and english) but there is just no response.

Hi everybody!

I would like to add my experience with the lack of support.
In short:
I had subscribed to the Vegas Pro 2-year Smart Subscription in 2024.
Before the renewal, which was due in January 2026, I received couple of emails informing me that my card was invalid. I therefore took steps to change it in time via my profile (terrible system—it doesn't tell you which card you're using, what you've updated, etc.). I received a trial charge on my card, so I assumed that the change has been made and that they can now proceed with the charge.

But instead of extending my subscription, they canceled it.

So now I find myself with Vegas blocked and no more activated.

I wrote to ask for information, but I received a reply (presumably from a BOT) saying that the system has automatically canceled the renewal and that if I want to reactivate everything, I have to buy a new subscription. I tried to reply to ask for more details, but got back that the ticket is now closed, open a new one if you wish....

It's a shame that I'm still actively using Vegas Pro 22, due to a whole series of issues that we are aware of and that the new subscription does NOT include version 22. I bought a one-month subscription and it is not possible to activate version 22 at all. So again paid money, no result.

Furthermore, I was told by email months ago, just like Bonki, that at the end of the 2-year smart-subscription I would receive a perpetual serial number for Vegas Pro 23, and this obviously did not happen.

I've been writing for weeks to get information and understand what to do, and the only thing I get back is
"Note: If you would like to add further information to this ticket, please use the following subject: [Ticket#20260128 .....]"

It seems like a joke to me. No one has ever contacted me back, no one has ever tried to help me. A total failure for a company that charges for its product and then doesn't provide even minimal support. Really unacceptable nowadays.

The only solution is to buy a full-price license for Vegas Pro 22 on the aftermarket or activate it illegally.

How can we trust them now? Even if I wanted to buy the new subscription again, not having any support is really penalizing and makes me want to look elsewhere.

Really bad.

Yeah, I’m not surprised, to be honest. I can really recommend VP23 - it’s by far the best version of Vegas on my system (9800X3D, RTX 5080). That said, I totally understand why you’d stick with your beloved version. It took me a long time to switch from VP21.208.

I also read somewhere that to get the promised VP23 copy, you need to contact the sales team (if they even respond, lmao). But in my case, I think my best option is just to get my money back through PayPal Buyer Protection, because at this point I’m literally getting scammed.