Unable to activate on my new computer...completely changed my view of this product

[Jerry Williams]

Ok, your "customer service" or "Support" is severely lacking. I purchased this program on 10/2/2022, and until today, I have been thrilled with it. 

 

My old laptop is going out, and I am trying to activate this on my new computer and will not work. This leads me to your support page which is a big circle of no answers and frustration including "your" chat. When I go to activate the program says the serial number does not exist, but on your website, it says I have version 13, and it is active. When I go to deactivate it to get another number, I assume...not that clarity is important at all...I get a message that says, Please select devices to deactivate, but I do not have the option to do that anywhere on the page.  

 

So now I get to post my problem on a public forum and wait and hope that the "person" who gets back to me can help me solve this. So since this is public, I cannot post needed information to move this process forward quickly...thanks for that.  

 

Please help me resolve this so I can get access to a critical program I need for my work...

 

Jerry

 

[Reymund Oyong]

Greetings @Jerry Williams

Thank you for reaching out through our Community Forums!
My sincere apologies for the inconvenience this issue has caused. 

The activation issue will likely occur if the version of the license does not match the version of the application that you would like to activate. 
Please check the version of Nitro PDF Pro that is installed on your computer by opening the application and then navigating to the Help tab > About Nitro Pro.
If the version is not Nitro Pro 13.x.x.x, please uninstall and then install version 13 using the installer from the following location:

https://www.gonitro.com/product-details/downloads - click the 'Download Nitro Pro 13' link. 

Once Nitro Pro 13 is installed, activate it by navigating to the Help tab > About Nitro Pro > Activate, enter the serial number then click Activate. 

Kind regards, 

[Jerry Williams]

Reymund,

 

Thank you, and that did resolve the issue.

I know you are not in charge of the way the overall support is done, but it would have been an exceptionally better experience to have this on a live chat instead of the hour or so I wasted trying to fix it some other way. 

[Reymund Oyong]

Hi @Jerry Williams

Thank you for the response and I am glad that Nitro PDF Pro is now up and running on your machine.
Thank you as well for the feedback and we will take note of it. Once again, my sincere apologies for the inconvenience this issue has caused. 

Kind regards,