Unable to purchase VP 18

Alok-Sharma wrote on 6/9/2021, 10:39 PM

So since yesterday evening I am trying to purchase VP 18 but getting stuck on the payment page. It says incorrect card number even though I am entering the correct card details. I tried at least 4-5 times, but it didn't work.

Surprisingly, day before yesterday, I made a payment to Digital Ocean using the same debit card.

And this morning, something very strange is happening. I reattempted to make the purchase by following the workflow right from the beginning but this time, it is not asking for the card number and instead trying to process the transaction directly and then giving the same error.

I even tried cleaning the browser cache, but it didn't work. It is strange that such a big company is having such a poor payment processing infrastructure. Perhaps, this is for the very 1st time I have faced problem purchasing some software on the internet.

Even though I have emailed them but didn't get any reply so far whereas other companies are very pro-active in answering sales and orders related queries. I am wondering if Magix is indeed serious about doing business.

Comments

Alok-Sharma wrote on 6/9/2021, 11:58 PM

A few moments ago, I again tried to make the purchased using a private browser window and encountered the same problem.

As I continued to dig more into this problem, I came across this article https://www.vegascreativesoftware.info/us/support/article/my-credit-card-was-denied--1570/

As per the article, it is mentioned that the user will have to option to pay via PayPal, but I can't find this option anywhere.

vkmast wrote on 6/10/2021, 1:50 AM

As it says in the end of that article, "If you have any further questions or issues, please send us a message at infoservice@magix.net".

Alok-Sharma wrote on 6/10/2021, 2:03 AM

Yes, I already did it yesterday and a few moments ago, I received a ticket auto-reply stating that the ticket will be replied in the next few days.

Until then, all I can do is just wait.

Alok-Sharma wrote on 6/10/2021, 4:31 AM

It is very disappointing that Magix support replied me with precisely the same contents as this link https://www.vegascreativesoftware.info/us/support/article/my-credit-card-was-denied--1570/ but no mention of alternative payment option or such.

If such is the pre-sales customer support, I don't think I can expect much from the technical support should I ever get stuck. In that case, I will be at the sole mercy of the community members.

It doesn't look like Magix is serious with doing business or taking that extra initiative to provide an alternative link or payment option to the customer to complete the purchase.

Now I am back to ground ZERO and my research for another video editing programs beings once again. Hopefully I will find a good Vegas Pro alternative.

RogerS wrote on 6/10/2021, 4:45 AM

It does say:

If you have any further questions or issues, please send us a message at infoservice@magix.net.

So I'd just reply and say that this didn't address your issue and you did these steps but still need help with payment.

vkmast wrote on 6/10/2021, 4:53 AM

https://www.magix.com/int/support/customer-service/#c66924 does still say that "If you choose the PayPal payment method during check out, you will automatically be forwarded to your PayPal page when you click on "Continue". You can then easily pay using your email address and password".

So do as @RogerS advised.

Peter-Riding wrote on 6/10/2021, 4:58 AM

I have found contacting Magix support somewhat frustrating on the few occasions that I've used it in that I had to work through their automated checklist and suggestions first. And then its auto-reply states that it may take a few days to reply.

But in practice they have been much quicker than that. And if I sent a follow-up message they replied almost straight away.

There may be a disconnect in understanding with Magix because of the German / English translations - I had to obtain clarifications on occasions. But that happens with the German company Rollei as well.

Your card acceptance may be because not all merchant service providers support all cards. For example when I had my merchant agency through Barclays Merchant Services then American Express clients could not use that card at all (changed now). Likewise I've had some cards registered and in common use in e.g. the far east of Russia and in UAE unsupported.

I cannot offer a specific solution to your problem but I would say on balance persevere for sure as its a great product.

Alok-Sharma wrote on 6/10/2021, 5:15 AM

This is what Magix Replied:

@vkmast, I have already replied to the above email that I am unable to find the PayPal option.

In the interim, I attempted to complete the purchase once again, but without any luck. Please refer to these screenshots:

Step 3: Payment Options page

Step 4: Order Summary page

Step 6: Payment Processing page

As you can notice that "Step 5: Enter Card Details page" is no longer being displayed. Instead, I am taken to Step 6 and then immediately redirected back to Step 4 page.

@Peter-Riding - I get your point, however, I am having a MasterCard and in the payment options page, I am selecting MasterCard. Day before yesterday, I had made a payment to Digital Ocean, and it went smooth. No doubt Vegas Pro is the best and this is why I too got attracted to it amongst so many out there.

Hopefully this time Magix replies with some helpful information so that I can complete the purchase.

vkmast wrote on 6/10/2021, 5:33 AM

You probably have used https://www.vegascreativesoftware.com/in/vegas-pro/ to try and order. Have you tried to see which options the /int/ in that url instead of /in/ gives you? Of course there may be the exchange rate to consider then.

@Alok-Sharma

EricLNZ wrote on 6/10/2021, 5:43 AM

@Alok-Sharma What part of the world are you?

Peter-Riding wrote on 6/10/2021, 5:49 AM

@Peter-Riding - I get your point, however, I am having a MasterCard and in the payment options page, I am selecting MasterCard. Day before yesterday, I had made a payment to Digital Ocean,

To clarify, it is not a case of Mastercard or no Mastercard, rather that a very large number of card providers are within the Mastercard group but not necessarily supported by specific companies such as Magix and Digital Ocean. Therefore the merchant agency that Magix has may well support most card providers that are Mastercard members but not all; likewise Digital Ocean's merchant agency may support a different set of card providers.

Alok-Sharma wrote on 6/10/2021, 7:20 AM

@Alok-Sharma What part of the world are you?

@EricLNZ I am from India.

@vkmast & @Peter-Riding

You both are correct. It is definitely a problem with the merchant agency as they do not support INR currency processing or something is wrong at their end. I have purchased software in INR currency from various software companies but never faced any problem.

In this case, I wouldn't have figured this out until vkmast suggested me to try a different country.

After changing the country to the United States, I was presented with two additional payment methods viz PayPal and American Express apart from Visa and MasterCard. So the whole confusion was just because of the INR pricing. Don't know why they have kept INR pricing if it doesn't work.

As I was composing this message, I also got a reply from Magix asking me to change to international shop in order to pay via PayPal. But since there was a problem with PayPal, I finally was able to pay using my debit card.

I am glad that I am now a part of the Vegas Pro family & community and also thankful to everyone for helping & guiding me as I had almost given up and started looking for a different video editing program. Looking forward to being amongst all of you and also sharing my experiences throughout the journey.

Thank you once again :-)