Hi,

Log in to your Magix account and check your serial number.

When you input your serial number into the activation screen, the P should already be there, so don't repeat it. Check everything carefully. Don't use the letter O where you are supposed to have a 0 (zero), for example. Check your email address carefully that it is the same as the one that you registered with; it is easy to make a small error there.

Magix employees, like most other employees, don't work on the weekends.

Hi browj2. Thanks for your answer again. I have done exactly that. Its the same serial and email from my confirmation email.

I would suggest that as a matter of common sense and courtesy Magix dont run the security verification when they are not available to actually deal with an issue. 

I am a sole trader business owner (Im a chartered surveyor, not a video producer) who has over 100hrs of time/work locked up in software I cant access. Its no flippin joke being in a situation like this! 

I have got a ticket from Magix customer services, two working days to respond. No response yet so will have to leave it to Wednesday till I can contact. I dont actually have any confidence at all they will get back to me. You are only given customer services as an option to contact for this particular issue. Technical services want £9.99 to answer questions up front with that telephone service they have. I dont want to pay 9.99 to be told "sorry mate thats a customer services issue". 

Very unimpressed currently. Desperate to get it solved. Unlikely to make another Magix purchase again off the back of what has happened now I know how bad they are at direct contact. It is the measure of a firm how they deal with matters of this kind.  Dont feel I have enough control, and thats a bad feeling for any customer. 

Hi,

I think I'd be as exasperated and annoyed as you in the circumstances.

I've emailed Magix Support management about this thread and hope you hear back from them quickly.

The issue may well turn out to be down to some inadvertent error on your part. As my friend John says, it's easy to make a simple mistake when unexpectedly faced with verification or authentication requests.

But 'Error code: -24' is unhelpful to say the least! That sort of obscure message was bad enough decades ago. I think Magix developers ought to be able to write more intelligent and helpful end user messages these days.

Going further, at the time of its display in this case Magix knows enough about you to refuse access to your purchase and therefore also knows your country location. So the message could easily include a specific phone number, with hours of its manned availability.

UK:                    
0203 3183666 : Technical Support (9am - 4pm GMT, Mon - Fri)
0203 3189218 : Sales (9am - 4pm GMT, Mon - Fri).

BTW, bit of a long shot, but sometimes I've heard of cases in which this sort of verification issue arises because the monitoring software believes that the product may be being used on another PC. Have you made any major hardware changes that could trigger this?

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Terry, East Grinstead, UK

Hello Terry, Thanks for your response. I have been thinking about what I might have changed but I cant think of anything. I have only installed on the machine I am using, and I have only installed once, the machine hasnt updated (as far as I can rememeber) since the last month verification check. 

The message says "Ths serial number has already been registered to another email address" so I have held off from reinstalling the software because going on the message that would not make any difference.

That, and I dont want to mess up any video projects, or file directory structure I have set up and have to rebuild what Im in the middle of doing.

So I am just waiting on a response from Magix at this time. 

Thanks for the numbers. 

Issue solved. 

It turns out the software is registered to my personal email rather than my company email. Which is very odd bearing in mind it was purchsed through the company, all my email correspondence with Magix including the software confirmation is to the company email, and the security verification box also defaults to the company email address as well, and that I have been re-verifying the software since Feb 2015 without any issue. 

But either way Im glad its is resolved. Thanks for the responses all.

Kind regards

I'm pleased to hear that it's resolved.

So it did indeed turn out to be down to your accidental error: a mismatch of the e-mail address used in your activation attempt versus the registered e-mail address for that serial number. Presumably you forgot that your serial number was registered to another e-mail address?

And I was mistaken to criticise that error message, which I now see does clearly explain the reason in explicit text. I saw only the 'Error -24', my bad.

It's a shame this happened on the weekend. Even if the telephone number had been presented directly as I suggested, the line wouldn't have been manned.

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Terry, East Grinstead, UK

Yes it seems so. Although why I would have used the personal address I have no idea. Then again that was back in February! 

Something worth noting however, is that the 'default' email I was prompted to use for re-activation when the dialogue box appeared on screen, was my company email (ie, the email my confirmation of purchase was sent to not my 'activation' email).

So the software was prompting me to use my (incorrect) company email against that serial number to re-activate, and not prompting me to use the personal email that I must have used to activate the product in the first place.

What I still dont undertstand is why I have not had a problem until now, bearing in mind I have had this timed re-activation request on a few other occasions previously without any trouble since I purchased in February. Not that I paid any attention to what was in the box before, it just came up, I clicked, and the produect re-activated. 

Glad to see that it's sorted out. The email address thing was why I told you to log in to your account at Magix. That way you would have seen that the email account and the SN either matched or didn't match.

Have fun editing!