Direct way to contact a person at Magix?

[TheCapn]

I purchased an update to my version of XWDP12 back in 2017. Without going into details, I never got around to activating (i.e. updating) it. Fast-forward to this weekend when I discovered my registration info and decided to go ahead and upgrade (since I had already paid for it). I tried to upgrade my current version (v12) and it said my update period has expired. So I downloaded the trial version expecting to be able to use my previously purchased upgrade serial number. When I tried to do that it said that my activation (that I never used) had expired.

I logged into my online Magix account and, from what I can tell, the update was automatically activated back around the time I originally purchased it, even though I never actually upgraded my version of XWDP or used the upgrade serial number that was issued.

This certainly doesn't seem right as I never got to use the upgrade that I paid for.

I have searched all over the Magix website and cannot find a way to contact a person at Magix directly to discuss this. Anyone know how to do this?

[Initiostar]

You might find you can contact Magix here: infoservice@magix.net - this appears on the UK site; not though on the USA site here: https://www.magix.com/us/support/customer-service/. I would read the terms and conditions of the upgrade service; it lasts 12 months only, unless you renew it on its expiry date.

[browj2]

It looks to me like you are trying to apply the serial number for whatever you purchased in 2017 to the current version. If I recall correctly, version 12 was the first 365 version whereby you had 365 days from purchase of updates/upgrades and access to the online catalogue. After that, no updates/upgrades and access to online catalogue was cut off. When you paid in 2017, your serial number was renewed for 1 year - whether or not you did anything with it. You had 1 year of updates/upgrades and access to the online catalogue.
Currently, the best that you can probably get is the version that was available when you last paid. I suggest that you go into your account on Magix.com and download the version that is there.

[TheCapn]

I suggest that you go into your account on Magix.com and download the version that is there.

Thanks for the assistance browj2. That's all I want to do is install the original update version from 2017.

I don't think I understand how the 365 update works. I assumed it was like pre-365 updates where it didn't activate until I installed the updated version and entered the serial number. I didn't realize the clock started ticking the moment I purchased the update, regardless of whether I actually installed it. I always install updates in a separate folder anyway, in case I need to go back to the previous version. In the future I'll make sure I'm ready to install the update before I purchase it.

You might find you can contact Magix here: infoservice@magix.net - this appears on the UK site; not though on the USA site here: https://www.magix.com/us/support/customer-service/. I would read the terms and conditions of the upgrade service; it lasts 12 months only, unless you renew it on its expiry date.

Thanks for the contact info Initiostar.