Trying to obtain my order confirmation via email

Kent-Hunt wrote on 2/17/2021, 1:54 PM

Hi, I live in the United States and recently purchased a copy of Vegas Pro. I have yet to receive my order confirmation email. I've checked our spam server and no messages have been blocked from being delivered. We even unblocked the IP address for and and I reached back out to to resend my order confirmation via email which I still haven't received. Is there a German (noticed this is the home country for Magix) public IP address for this company that we need to allow through our firewall? Any help would be appreciated. Thanks.


vkmast wrote on 2/17/2021, 1:58 PM

"If you have any questions about an Online Shop order, please contact our support." (From the "New post" advice.)

The standard Support advice:

Kent-Hunt wrote on 2/17/2021, 2:51 PM

Thanks for the info but our mail comes directly into our spam server then is allowed into our exchange server in house. The issue is the outside IP address that is sending the mail to us is being blocked on our firewall. We are allowing through but evidently there is another origin IP from Germany?! I'm assuming that is being blocked on our end. If we knew that IP address then we'd be able to accept the traffic. Any additional info would be very helpful. Thanks!

vkmast wrote on 2/17/2021, 3:03 PM

Try Online Live Chat (advice here section 6). It seems to be available at the moment. "A customer service representative" should be there. We're your peer users and not MAGIX employees

Kent-Hunt wrote on 2/17/2021, 3:06 PM

Ok, thanks

Kent-Hunt wrote on 2/17/2021, 3:28 PM

Sorry to be so troublesome but when I click the link that is suggested to reach the "Online Live Chat", I don't see a chat link that they are talking about. The post is from 2016 so do you think they may have changed the chat URL? I even logged into the service center but still don't see a link for chat. Thanks.

vkmast wrote on 2/17/2021, 3:39 PM

I checked that it was on before I posted. Evidently they closed early today if they aren't having a coffee break. Sorry about that.

J-Toresen wrote on 2/17/2021, 4:08 PM

There are two possible explanations.

1) You did not complete the ordering process.

2) The problem is your PC and the security software you are using.

And: Can you use another PC to check your email?

Jøran Toresen

Kent-Hunt wrote on 2/18/2021, 9:07 AM

Hi J-Toresen, vkmast,

Below is a screenshot that the order was complete. I've checked my email on a couple different workstations. It's definitely not our security software. If it had made it to our spam server, I should have seen the email in our message log and released it from quarantine which it hadn't. I really need to reach out to someone about this. Maybe they could send it to my personal email. I'd have better luck receiving it. I'll try the chat again.


[screenshot deleted]


Kent-Hunt wrote on 2/18/2021, 9:10 AM

Still don't see a chat link 😩

J-Toresen wrote on 2/18/2021, 9:29 AM

Kent, remove the order number and your mail adress!

This is privat information.



set wrote on 2/18/2021, 9:35 AM

allow me to help delete the screenshot

Last changed by set on 2/18/2021, 9:36 AM, changed a total of 1 times.

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Kent-Hunt wrote on 2/18/2021, 9:55 AM

Ok, sorry, thanks. Any other suggestions would be helpful. This is frustrating.

Kent-Hunt wrote on 2/18/2021, 9:57 AM

It can't possibly be this complicated to receive an email notification or reach someone who could help retrieve what I need.

vkmast wrote on 2/18/2021, 11:27 AM

@Kent-Hunt As far as I know, Online Live Chat is supposed to be available like this: "from Monday to Friday, 12pm-4pm U.S. Central Standard Time. Go to here and click the chat bubble in the bottom right corner."

You might try again in about an hour to see if it will become available. If not, I can only repeat my first comment.

vkmast wrote on 2/18/2021, 12:27 PM

@Kent-Hunt Online Live Chat is on at the moment.

Please see if they can help.

Kent-Hunt wrote on 2/18/2021, 2:00 PM

Just wanted you to know I was able to chat with a support manager and was able to get my email confirmation through another email source. Thanks for all your help!


vkmast wrote on 2/18/2021, 3:39 PM

@Kent-Hunt thanks for coming back and confirming that your issue was solved. Always appreciated.