Lynn McNamara Posted June 1, 2023 Report Share Posted June 1, 2023 I am trying to deactivate a license from my old computer, and activate on a new one. I'm getting activation errors in both cases, and the license look up continues to indicate that the license is in an incorrect format, even though it's the same format that got me to the lookup screen. The manual deactivation process directs me to a Nitro URL that is no longer in use. Very frustrating - please advise. Thanks. Link to comment Share on other sites More sharing options...
Lynn McNamara Posted June 1, 2023 Author Report Share Posted June 1, 2023 Also, the deactivation error is -4 and the activation error is -24. Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted June 2, 2023 Official Nitronaut Report Share Posted June 2, 2023 Greetings @Lynn McNamara Thank you for reaching out through our Community Forums! Kindly provide your Nitro PDF Pro serial number so we could check its status on our end. Kind regards, Link to comment Share on other sites More sharing options...
Lynn McNamara Posted June 2, 2023 Author Report Share Posted June 2, 2023 (edited) Hi - the serial number is 108***-******-******. Thanks. Edited June 6, 2023 by Reymund Oyong Hide Serial number Link to comment Share on other sites More sharing options...
James Dickey Posted June 5, 2023 Report Share Posted June 5, 2023 I am unable to deactivate. My old computer crashed. I have the NitroPro Serial Number, but it won't let me deactivate Link to comment Share on other sites More sharing options...
James Dickey Posted June 5, 2023 Report Share Posted June 5, 2023 How long do I need to wait for a moderator? Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted June 6, 2023 Official Nitronaut Report Share Posted June 6, 2023 Hi @Lynn McNamara Upon checking your serial number, it appears that it is not a valid license and is not based on the format of Nitro PDF Pro. You can verify this through our activation portal at https://licenses.gonitro.com/prd/portal Entering this license in the activation portal will return a 'Please enter a valid serial number.' message. I recommend reaching out to the store where you purchased this license for assistance. Kind regards, Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted June 6, 2023 Official Nitronaut Report Share Posted June 6, 2023 Greetings @James Dickey Thank you for reaching out through our Community Forums! Kindly provide your serial number so we can check the version including its status. Please note that we have already tried searching for a license purchase to determine your serial number, however, we are not seeing a purchase record under your email address ******y@mdsciencelab.com Kind regards, Link to comment Share on other sites More sharing options...
Lynn McNamara Posted June 6, 2023 Author Report Share Posted June 6, 2023 Thank you, @Reymund Oyong. I didn't remember that I had purchased Nitro 12 from a reseller. Link to comment Share on other sites More sharing options...
James Dickey Posted June 6, 2023 Report Share Posted June 6, 2023 (edited) I purchased my NitroPro under jim_**********@yahoo.com. The License number is 504*************** Edited June 9, 2023 by Reymund Oyong Hide confidential details Link to comment Share on other sites More sharing options...
James Dickey Posted June 7, 2023 Report Share Posted June 7, 2023 (edited) HELP!!!!!! I simply need to activate my license. My old computer crashed and I can't de-activate. I purchased my NitroPro under jim_**********@yahoo.com. The License number is 504***************. Frankly, this is the WORST experience - I've been trying for 4 days!! Edited June 9, 2023 by Reymund Oyong Hide confidential details Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted June 9, 2023 Official Nitronaut Report Share Posted June 9, 2023 Hi @James Dickey I do apologize for the delay. In checking the provided serial number, it is a valid and active version 13 license. Our license portal shows that the number of activations on this license is zero (o), thus, there is no need to use the deactivation. To successfully activate using your license, please ensure that you install Nitro PDF Pro 13. You can find the installer from the following location: https://www.gonitro.com/product-details/downloads - please ensure that you click the 'Download Nitro Pro 13' link. Once Nitro PDF Pro is installed on your computer, verify the version by opening Nitro PDF Pro then navigate to the Help tab > About Nitro Pro. If the version and build is 13.70.4.50, click the Activate button then enter your serial number 504*************** and click Activate. Kind regards, Link to comment Share on other sites More sharing options...
James Dickey Posted June 13, 2023 Report Share Posted June 13, 2023 (edited) Still having problems. I'm trying to log in as **********2003@yahoo.com, but I don't have the password. I also tried my business e-mail - *********@mdsciencelab.com, but still no password. Edited June 14, 2023 by Reymund Oyong Hide part of email address Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted June 14, 2023 Official Nitronaut Report Share Posted June 14, 2023 Greetings @James Dickey I do see a Nitro Sign account that is associated with the provided email addresses. There is a forgot password link that will help you reset the password in case you don't remember it. After processing the forgot password link, kindly ensure that you review both your email inbox and spam/junk mail folder for the password reset instructions. After completing the necessary steps, access https://cloud.gonitro.com then log in using your credentials and new password. Kind regards, Link to comment Share on other sites More sharing options...
James Dickey Posted June 15, 2023 Report Share Posted June 15, 2023 I sign in just fine with my business e-mail jdickey@mdsciencelab.com and my password. However I still can't download the program to my computer. Frankly, I have wasted 2 weeks of my time and don't have any more time to mess around with NitroPDF. Luckily, I have found a replacement program which is just as good. NitroPDF will be getting my lowest recommendation should anyone ask. Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted June 20, 2023 Official Nitronaut Report Share Posted June 20, 2023 On 6/10/2023 at 7:03 AM, Reymund Oyong said: Hi @James Dickey I do apologize for the delay. In checking the provided serial number, it is a valid and active version 13 license. Our license portal shows that the number of activations on this license is zero (o), thus, there is no need to use the deactivation. To successfully activate using your license, please ensure that you install Nitro PDF Pro 13. You can find the installer from the following location: https://www.gonitro.com/product-details/downloads - please ensure that you click the 'Download Nitro Pro 13' link. Once Nitro PDF Pro is installed on your computer, verify the version by opening Nitro PDF Pro then navigate to the Help tab > About Nitro Pro. If the version and build is 13.70.4.50, click the Activate button then enter your serial number 504*************** and click Activate. Kind regards, Greetings @James Dickey I do apologize for the inconvenience this has caused and for the confusion it brought about the installer. The is a link on the June 10th post in this thread about where to download the Nitro PDF Pro installer. As you have a version 13 license, you will need to click the 'Download Nitro Pro 13' link from the link https://www.gonitro.com/product-details/downloads Please let me know if I can assist you further. Kind regards, Link to comment Share on other sites More sharing options...
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