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Upgrade Issue - "We were unable to validate your serial number."


John Curry

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John Curry

I have attempted to do an upgrade from 13 to 14 but when I insert my serial number into the site, it says to come to the forum to fix it.

 

We were unable to validate your serial number. Please ensure you entered it correctly. If you believe you are eligible for an upgrade, please leave a post on our Community Forum and update us with your issue.

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Allain Umailin

Hello @John Curry,

Thank you for reaching out to us through our Community Forums and we sincerely apologize for the delay!

An adjustment has been executed to your Nitro PDF Pro 13 license so please try again upgrading through our Upgrade Portal page below:

https://www.gonitro.com/support/upgrade 

Cheers!

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Dwayne Aasberg

Hello.  I too am unable to access the update from v13 to v14.
I tried the link above and it provides the same result.
It appears my 18 digit serial number has one fewer digits than the xxxxxxx-xxxxxx-xxxxxx 19 digits demanded by the form.

Please advise how I may access the upgrade.
Thank you.

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Allain Umailin

Hello @Dwayne Aasberg

Thank you for reaching out to us through our Community Forums and we sincerely apologize for the delay!

An adjustment has been executed to your Nitro PDF Pro 13 license so please try upgrading again through our Upgrade Portal page below:

https://www.gonitro.com/support/upgrade 

Thank you for choosing Nitro and I hope this helps.

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Dwayne Aasberg

Hello Allain.

I am still unable to access the upgrade using my serial number copied from the original Jan 2021 purchase email.
Is there an updated serial number I should be using?  If yes, how do I get that?

Dwayne A

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Hello @Dwayne Aasberg

Thank you for being so patient.

We've had an issue with our Update Portal, but it has already been fixed. Could you please try again on your end?

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

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4 hours ago, Allain Umailin said:

We've had an issue with our Update Portal, but it has already been fixed. Could you please try again on your end?

All good now.  Completed the upgrade with no issues.

Thx for your help.

D

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