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Serial number/purchase information


Hilary Greene
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Hilary Greene

I am needing to redownload Nitro. I do not have record of my purchase. I went through the admins listed on the site and was unable to obtain it. Please assist with my serial number/purchase information. Thank you!

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  • Official Nitronaut

Hello @Hilary Greene,

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

In order to help you with your request, could you please provide the following information for me?

-The full name and address of the purchaser
-The email address used to purchase Nitro Pro.

To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'.

Thank you very much in advance and I am looking forward to hearing back from you. 

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  • 2 weeks later...
  • Official Nitronaut

Hello @Hilary Greene,

Thank you for your last private message and as much as we would like to provide phone support, our ticketing system is the fastest way we can communicate with our customers with Nitro VIP Access (formerly Software Assurance). Otherwise, we recommend utilizing our Knowledge Base site  http://kb.gonitro.com/knowledgebase and to post your inquiry to our Community Forums https://community.gonitro.com/ (a page where other customers and Nitro Support team can collaborate and share solutions).

Before continuing, please be aware that Nitro Pro 11 or older are already discontinued as documented in our Sunset Policy: https://www.gonitro.com/support/sunset-policy . With that, support for the discontinued versions are no longer available.  

If you are interested in upgrading your license to Nitro Pro 13 with a discounted rate, kindly access our Upgrade Portal and enter your Nitro Pro 11 serial number: https://www.gonitro.com/pro/upgrade 

You may also want 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).

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 

 

However if you prefer working with an older version and as a courtesy, kindly uninstall the version you currently have by going to Control Panel \ Programs \ Programs and Features, reboot your machine and download Nitro Pro 11 installers from this page: 
https://kb.gonitro.com/knowledgebase#/search/online/000004464 

To know if you have 32-bit or 64-bit, please refer to this article:
https://support.microsoft.com/en-ph/help/15056/windows-32-64-bit-faq

After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activate by entering your serial number.

Cheers!

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Hilary Greene

I am not understanding why you couldn't have given me this information before? Finding my serial number was simple. Why couldn't you have instructed me how to find it within the program? I am disappointed with the support I received. It took ten days and me having to figure this out almost on my own.

 

Thanks for letting me know to install Nitro Pro 11.

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  • Official Nitronaut

Hello @Hilary Greene,

I deeply apologize for leaving an impression that I was more concerned about the license authenticity.

And as much as we would like to,  I simply tried to identify if you’re our business or online customer. This matters because our business installers are different from the online ones.

Once you sent the license information about the serial number, I immediately posted the above message to offer you to upgrade to version 13 due to the Security Vulnerabilities or to stay with Nitro Pro 11.

Again, my sincere apologies for this inconvenience.

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Hilary Greene

I could have told you I wasn’t a business customer if you would have asked that question. I needed my serial number, not a sales pitch on Nitro 13. You really didn’t help much. It seems you found my account but wouldn’t tell me because I couldn’t tell you an email that matched it. This process took a lot longer than it needed to due to lack of communication and willingness to be straightforward

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