Paid for product and support not answering

Pauli_H wrote on 11/20/2022, 6:41 AM

Hey,

I paid for the Movie Studio Platinum 365 and only got a trial activation code. Which does not work.

I tried to solve the problem through support but have not got any answer even after a week.

If support is reading this. The problem is regarding tickets:
Ticket# Removed by Moderator
Ticket# Removed by Moderator

Ticket# Removed by Moderator

Thank you for any help. Would like to have this solved as fast as possible.

Comments

emmrecs wrote on 11/20/2022, 8:15 AM

@Pauli_H

Welcome to the Magix user to user forums, so not a contact for any Magix staff and support is not reading this, sorry!

Since you have support ticket numbers, which I have removed because confidential data like those numbers should never be posted to a public forum like this one, have you tried replying to the emails which notified you of those numbers and asked for an update?

As for the Trial activation code not working, are you absolutely sure you have the correct code for the edition you want to trial? Also, are you certain you have installed the "correct" edition? The code for Movie Studio Platinum 365 will work only with that edition; similarly a code for any​​​​​​​ other edition will not work with MS Platinum 365.

HTH

Jeff
Forum Moderator

Win 10 Pro 64 bit, Intel i7 Quad Core 6700K @ 4GHz, 32 GB RAM, NVidia GTX 1660TI and Intel HD530 Graphics, MOTU 8-Pre f/w audio interface, VPX, MEP, Music Maker, PhotoStory Deluxe, Photo Manager Deluxe, Xara 3D Maker 7, Samplitude Pro X7 Suite, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

Pauli_H wrote on 11/28/2022, 1:41 AM

Thank you for your help!

I never replied to emails as there were no questions in them. I only got blank emails which I assumed were automatic responses. I have not got any questions or follow ups from support. I tried to contact support many times through the support system but they do not ever message me back.


To be clear I do not want to use a trial code. The trial period is over and I upgraded to a full version. The original trial was "MAGIX Studio 2022 Trial" and I upgraded to "Movie Studio Platinum 365". I already paid for the Movie Studio Platinum 365 for which I never got the activation code for.

Here is a picture of how one of the emails from support look:

This is the full email I got and can not be expanded. It is just blank.

emmrecs wrote on 11/28/2022, 3:42 AM

@Pauli_H

Please reply to the email! I know it is blank but the Magix servers will "see" the ticket number and handle it accordingly.

If you still do not receive any response please forward the same email to infoservice@magix.net, explain the problem you are having and ask that they look into it for you.

HTH

Jeff
Forum Moderator

Win 10 Pro 64 bit, Intel i7 Quad Core 6700K @ 4GHz, 32 GB RAM, NVidia GTX 1660TI and Intel HD530 Graphics, MOTU 8-Pre f/w audio interface, VPX, MEP, Music Maker, PhotoStory Deluxe, Photo Manager Deluxe, Xara 3D Maker 7, Samplitude Pro X7 Suite, Reaper, Adobe Audition 3, CS6 and CC, 2 x Canon HG10 cameras, 1 x Canon EOS 600D, Akaso EK7000 Pro Action Cam

CubeAce wrote on 11/28/2022, 3:48 AM

 

Hi, and welcome to the user to user forums.

You did not show your receipt email which should have looked something similar to this.

At the base of which would have been contact details for Magix if you incurred any problems which is a different email address to those available on any of the website or forum pages.

Did your email start with the same wording (Thank you for your order.) at the top of the email?

Ray.

 

 

Last changed by CubeAce on 11/28/2022, 3:50 AM, changed a total of 2 times.

 

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m2005 wrote on 11/28/2022, 5:20 AM

@Pauli_H You will find your serialnumbers and download links in the confirmation mail you got a few months ago already. If you lost this mail you also will find your MAGIX Account in the Service Center on magix.com. Take care to pick the right account (email address you used with the purchase).