No my question was not complete. thread was closed before my final comments

[ss-kalm]

At the risk of reopening old wounds ...

So that everything is crystal clear, Kate Moir specifically posted the Update Service etc. Explained, which states:

Update Service
What happens to the Update Service after 365 days?
1.Do nothing, the Update Service expires and you will no longer receive any new features. The feature updates you have installed over the past 365 days will continue to run indefinitely, HOWEVER if you re-install your product on a new computer after the Update Service has expired then the new installation will fall back to the version you last purchased.
2.Renew the Update Service. Your perpetual license will now be for the version current on the day of renewal. In addition, you will continue to get access to new feature and content updates for the next 365 days after renewal.

It specifically states that the "fall back" is the last version you "purchased" ... It also states that if you renew, your perpetual licence is now for the version current on the day of renewal.

Although not "crystal" clear, I would expect that if you renew your update service, your "fall back" should be the version current on the day of renewal. I also seem to remember someone (I think this was also Kate, but can't be sure), stating the same thing "your "fall back" should be the version current on the day of renewal" on the forum.

[browj2]

@gcellison

Xara Web Designer Premium 365
Registration date: 10/24/2017
>
Xara Web Designer Premium 365
Serial number:
Valid until: Unlimited
Update Service: Expired
Number of devices that can be used simultaneously: 2

Clicking
Web Designer Premium
Registration date: 09/03/2018
>
Web Designer Premium
Serial number:
Valid until: Unlimited
Update Service: Until 03/03/2021
Number of devices that can be used simultaneously: 2

That means that somehow you ended up with 2 versions of 385, one expired (v12 started in 2017), the other active (v15 started in 2018) good till March 2021. There are 2 serial numbers I take it, so make sure to note the latest one and don't use the earlier one.

I expect that Magix support just looked at the first one in your account, which was for v12 and has expired, and didn't look any further.

@ss-kalm
Keith,

Thanks for quoting the message from Kate. It would have taken me an hour to find that.

[gcellison]

So that everything is crystal clear, Kate Moir specifically posted the Update Service etc. Explained, which states:

Update Service
What happens to the Update Service after 365 days?
1.Do nothing, the Update Service expires and you will no longer receive any new features. The feature updates you have installed over the past 365 days will continue to run indefinitely, HOWEVER if you re-install your product on a new computer after the Update Service has expired then the new installation will fall back to the version you last purchased.
2.Renew the Update Service. Your perpetual license will now be for the version current on the day of renewal. In addition, you will continue to get access to new feature and content updates for the next 365 days after renewal.

It specifically states that the "fall back" is the last version you "purchased" ... It also states that if you renew, your perpetual licence is now for the version current on the day of renewal.

Thanks @ss-kalm. I actually quoted part of that when I “reopened the wound” earlier today. My original point was that in spite of that promise, Magix told me my fallback version was determined by my FIRST purchase date.

@gcellison
That means that somehow you ended up with 2 versions of 385, one expired (v12 started in 2017), the other active (v15 started in 2018) good till March 2021. There are 2 serial numbers I take it, so make sure to note the latest one and don't use the earlier one.
I expect that Magix support just looked at the first one in your account, which was for v12 and has expired, and didn't look any further.

Thanks, @browj2. With all the back and forth, I’m beginning to believe that you may be right. (And I am hopeful that it is so.) I have no idea how it happened, but I’ll place it on Magix’s doorstep. I plan to send a new message to them with the specifics, as well as the second serial number, and I hope that they will confirm that my fallback version is that of my latest renewal. Cheers.

[Acorn]

Purchase Date is actually properly identified as Registration date.
Update Service date is a year added to your extant Expiry date or from when you then register if it had already expired. If Magix are doing it from purchase then it should be challenged.
You need to find your pugdate (https://www.talkgraphics.com/showthr...Service-Expire) to know when your XDA cover will expire or has expired.

Also remember when Magix took over all Registration dates were set to 24 October 2017.

Acorn

[gcellison]

Thanks for the information, @Acorn.

I checked the info.xml file in each of my WDP folders.

For v17, v16, and v15, each shows exactly the same thing:
<?xml version="1.0" encoding="UTF-8"?>
-<root>
<registered>true</registered>
<pugdate>2021-03-03</pugdate>
<versionValid>true</versionValid>
</root>

Interestingly, for v12, it shows a different pugdate:
<?xml version="1.0" encoding="UTF-8"?>
-<root>
<registered>true</registered>
<pugdate>2018-09-04</pugdate>
<versionValid>true</versionValid>
</root>

I can only assume that browj2 is right. Magix “thinks” I purchased two different copies of WDP… one when v12 was current, and the second when v15 was current. The latter is the one that I am currently using, and my fallback version should be determined by the most recent time I renewed it… last September = v16.
When I contacted Magix last week, they apparently saw the entry for the first purchase, and based on that, told me my fallback was v12.
The logic of their error is becoming clear… but the logic of the earlier error, of assigning me two product registrations, is still a mystery.
I plan to send them another message to try to get to the bottom of the issue.
Thanks again.

[Acorn]

Greg, my pugdate for v12 is the same as my others so your logic seems accurate.

Acorn

[gcellison]

Good morning / afternoon to all!

Just to finalize the earlier issue that I introduced in this thread. Today it is resolved.

The timeline:
26 March: I sent the initial inquiry, with all the information my name and account number, asking for my fallback version of WDP.
27 March: Magix responded to inform me that my fallback version is v12.
30 March: After the discussion here on talkgraphics, I sent a follow-up email explaining that I apparently have two different products registered, with the serial number of the most recent.
31 March: Magix responded with installation instructions. (!?) (No mention of the issue of my inquiry.)

31 March: I began a new support ticket (wipe the slate clean). I again sent an explanation of the issue, this time more exhaustive in detail. It included my name, account number, serial number, order number, the dates of all transactions, and a mention of Magix’s mistake in assigning me a second serial number the first time I renewed.
1 April: Magix responded to request the most recent order number. (It had already been provided!)
1 April: I sent the order number.
2 April: Magix responded, providing me with the serial number of my product (which I had already provided to them!) and installation instructions.
2 April: I sent a message informing them that their response was irrelevant and to please reread my earlier emails.
3 April: Magix responded, confirming (finally) that I have two registered versions of WDP.
3 April: I sent a message to thank them for confirming their error , and once again to ask for my current fallback version, providing once again the serial number and order number.
6 April: SUCCESS! Finally, I get an answer:
“Hello,
If the updateservice is not current and you will make a new installation you will get version 16.
Best regards,
MAGIX Computer Products International Co.”


So, what did I learn?
1) As browj2 insisted, and as I had always assumed up until the 27 March email, the fallback version is indeed determined by the last time you renewed your subscription.
2) Magix (sales department) answers emails once per day, Monday to Friday. It’s definitely not the place to go for urgent issues. (Fortunately, the members of talkgraphics are quicker and more reliable!)
3) Magix (sales department) can’t be bothered to pay attention to the text of your inquiry. I find it truly absurd that it takes so many correspondences to get a question answered simply because they make no effort to understand the question.

Thanks to all who replied in this thread with advice. I’m glad I forced the issue with Magix.