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Cannot activate

Maria Grigorescu

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Maria Grigorescu

I am trying to activate my Nitro Pro 13 licence and it tells me Serial no does not exist but if I check it via support - it does exist.

I already spent 2 hours today trying to figure out why I cannot find a proper support line (I had to start a Nitro trial!!! and create a login in this forum?) such a waste of time when I already spent $320 for a licence and I am on a trial!

Then is asking me to deactivate and when to deactivate - is asking me to select device to deactivate.

And we start again. Next step for me would be to ask a full refund. I am not an IT person and I should not need a university degree to use a $320 licence.

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Allain Umailin

Hello @Maria Grigorescu,

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

Please be informed that 'The serial number entered does not exist' means the serial number you are trying to activate is for a different version of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 13. We then activate it using your serial number by referring to these steps:

1. Uninstall Nitro Pro from your computer by going to Control Panel > Programs > Programs and Features then reboot the machine. 

2. Please clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

3. Download and install using below offline English MSI packages:

x32 https://downloads.gonitro.com/professional_13.50.4.1013/en/retail/nitro_pro13_ba_x86.msi
x64 https://downloads.gonitro.com/professional_13.50.4.1013/en/retail/nitro_pro13_ba_x64.msi 

To know if you have 32-bit or 64-bit, please refer to this article:

4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number 50492x-xxxxxx-x49265

Thank you for your patience and please let us know how it goes on your end.

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