SAC IT Posted September 27, 2023 Report Share Posted September 27, 2023 Greetings, Our organization has several Nitro Pro license keys that have been in use for a long time. Several were purchased as Nitro Pro 9 and Nitro Pro 10 and later upgraded to Nitro Pro 12. When checking all of these keys in https://licenses.gonitro.com/prd/portal they show up as Active Nitro Pro 12 licenses. Recently we tried to upgrade four of them to Nitro 14 in order to ensure we can keep using them. Three keys were able to upgrade without issue, but one of them shows the error We were unable to validate your serial number. Please ensure you entered it correctly when trying to get the upgrade at https://www.gonitro.com/support/upgrade, despite the fact the license portal shows it as an active license. We'd like to be able to upgrade this key, and request assistance addressing this matter. Please let me know what further information you need; I haven't posted the full key here since this is an open post but can provide it as needed. Regards, SAC IT Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted October 3, 2023 Official Nitronaut Report Share Posted October 3, 2023 (edited) Greetings @SAC IT Thank you for reaching out through our Community Forums! Kindly provide here the remaining license that you would like to upgrade to version 14 so we can check and review the eligibility for upgrade. Note: We hide the serial number and other confidential details before approving the post. Thus, sending the serial number here is safe, and only the Nitronaut moderators can see and hide it before approving the post. Kind regards, Edited October 3, 2023 by Reymund Oyong Link to comment Share on other sites More sharing options...
SAC IT Posted October 3, 2023 Author Report Share Posted October 3, 2023 (edited) Greetings Reymund, Thank you for your response and assistance on this matter! As this is our first time using Nitro's Support Forum, it wasn't entirely clear how posting things like serial numbers worked, and so we wanted to play things safe just in case. The license where we are having problems is this one: 234***-******-***012 As noted above, it shows as an active Nitro Pro 12 license in the license-checking portal, but generates the error that it can't be validated when trying to upgrade. We await your further updates. Regards, SAC IT Edited October 8, 2023 by Reymund Oyong Hide Serial number Link to comment Share on other sites More sharing options...
Official Nitronaut Reymund Oyong Posted October 8, 2023 Official Nitronaut Report Share Posted October 8, 2023 Hi @SAC IT I have made the necessary adjustments to ensure that you can proceed with upgrading your existing license to version 14 through the Upgrade Portal. Please access our Upgrade Page again and then try to upgrade your serial number. Kind regards, Link to comment Share on other sites More sharing options...
SAC IT Posted October 9, 2023 Author Report Share Posted October 9, 2023 Greetings Reymund, Thank you for your assistance on this matter - we've confirmed the license can be upgraded and have completed the process without further issue. We can consider this matter resolved. Your assistance is very much appreciated! Link to comment Share on other sites More sharing options...
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