Serial not validated for upgrade or Support Ticket (VIP Access)

[Pablo Bethonico 0]

We're receiving this message when trying to upgrade our Nitro, even with VIP Access:

"We were unable to validate your serial number. Please ensure you entered it correctly. If you believe you are eligible for an upgrade, please leave a post on our Community Forum and update us with your issue."

The item description [below] is included in our invoice:

"Nitro VIP Access™ Get more from your Nitro investment with this lower-priced bundle of premium support and unlimited product updates for Nitro Pro and Nitro Cloud."

[AllainU 0]

Hello @Pablo Bethonico,

Thank you for reaching out to us through our Community Forums!

Based in your account records, your VIP Access for Nitro Pro 12 has expired last June 16, 2020, a year after you purchased them last 2019 of June.

To further assist you, please upgrade your Nitro Pro 12 to version 13 with a discounted rate by entering its serial number in our Upgrade Portal. Rest assured the page will now recognize your license number.

We also suggest to purchase Nitro VIP Access (formerly Software Assurance) that entitles users to free upgrades for the next release of Nitro Pro and Premium Support for one year after the purchase date. (Premium Support is prioritized ticket support with our Technical Support staff/Nitro Customer Success and Service Team for one year after the purchase date). This new subscription will allow you for a free upgrade to Nitro Pro 14 upon its release in the next coming months (no exact ETA yet).

You should then receive an email confirmation with a new serial number to activate Nitro Pro 13 and to know more about some enhancements and fixes with Nitro Pro 13, please visit our Release Notes page https://www.gonitro.com/nps/product-details/release-notes 

In addition to that and many other feature improvements, version 13 also contains some important security vulnerabilities fixes that you might want to consider when deciding whether to upgrade to it or not. You can find out more about these fixes here:  https://www.gonitro.com/nps/security/updates 

Thank you for choosing Nitro and I hope this helps.