program won't open

RONALD-BRIDGMAN6378 wrote on 6/26/2024, 1:37 PM

for some reason a registration window opens with the activation code and my email address but the program won't open that both have the check marks beside them. with the bar below to activate and register, but it has been registered when i first installed them now i get an error message error-24 that says it's registered under a different email address. so i have no idea of this other email address or how to find out what this email is it is referring to .please i have spent a good deal of money on the original order as well as for the up date to the magix video pro 14. the worst part i have never really used the program and just now have made time to do the editing that i have put off for the 5 years, and now it won't open. please help me resolve this issue some how. thank you.

Comments

johnebaker wrote on 6/26/2024, 2:12 PM

@RONALD-BRIDGMAN6378

I suspect that the serial number used to try to register the upgrade to Video Pro X14 (VPX 14) is for the older version you upgraded from.

Login to your account at magix.com, Account icon is top right of the home page, using the email address and password you used to purchase Video Pro X.

Under My Products you should see your registered software. Check the serial number for VPX 14 is the same as that registered to your account for VPX 14, if not, use the serial number in your account.

If the registered software is not there then send an email to infoservice@magix.net quoting your purchase order number if you have it, the serial number and details you have posted above.

HTH

John EB
Forum Moderator

RONALD-BRIDGMAN6378 wrote on 6/27/2024, 12:23 PM

i don't see an " my products tab " at the top of the page ? it is not a password issue, the error code -24 says that the activation code is under a different email address, and i have no idea how that is i have been using the same email for some 20 years almost. when purchasing and buying updates it is the same email the company has been sending me all the documents with activation codes and order numbers. i don't know how to resolve this issue. it has become very frustrating in the fact i have not even used the product yet to edit any video only using it to compare with the various tutorials found. spending hundreds of dollars and not being able to actually have a person to talk / chat with live makes no sense that could send me a direct link to resolve this issue. i have tried the various activation codes as well as writing my email in both small font and in caps. at my age and with high blood pressure and health issues i really don't need this stress spread out over days like this. all i want to do is get started to try and edit my videos. please help before my days are numbered. please.

johnebaker wrote on 6/28/2024, 2:19 AM

@RONALD-BRIDGMAN6378

. . . . i don't see an " my products tab " at the top of the page . . . .

You missed the first instruction in my previous comment ie:

Login to your account at magix.com, Account icon is top right of the home page, using the email address and password you used to purchase Video Pro X.

John EB

RONALD-BRIDGMAN6378 wrote on 6/28/2024, 9:41 AM

i did log in using my email and password then went to the activation section and entered the serial number with the dash ( i also tried with out the dashes ) and email address and both not recognized i would send a screen shot of the serial number and email address but not much of a great idea. is there no one that can solve this issues. i am doing everything asked and feel like I'm going in circles. why is there not a proper live chat line or like some places where you can allow access so they see exactly what is going on and they are doing the actual steps. this is nonsense writing back and forth taking hours and days for reply's and not solving anything. ( and by the way i still don't see the words " my products " tab at the top of the page those words are not there. maybe you can send me a screen shot? )

CubeAce wrote on 6/28/2024, 3:08 PM

@RONALD-BRIDGMAN6378

The pages you are looking for including the login are on the Magix product site, not here. Registration of products is separate from this forum and email correspondence should have been kept safe for future reference with Magix as outlined in the original purchase email.

This is the user only forum so no connection with the Main Magix site or staff.

The other way to contact Magix is via the infosevice@magix.net email address.

The login process on the main site is as follows.

Ray.

johnebaker wrote on 6/28/2024, 3:17 PM

@RONALD-BRIDGMAN6378

. . . . did log in using my email and password then went to the activation section . . . .

This is the wrong location, you should be seeing My Products after logging in as shown below?

after clicking My Products you should see your registered product(s), this is what I see for mine:

If there are no registered products, then send an email to infoservice@magix.net quoting your serial number and purchase order details if you have them, and the name and email address you think was used for the previous activation, if you have previous registered versions, list these as well.

John EB