V9 to V12 upgrade - unable to validate serial number

[robburman]

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.

 

The above is the error I receive when using my existing V9 serial number on this page: https://www.gonitro.com/support/upgrade.  I have reached out to cleverbridge support - they reported to me that they see the order number and serial number I provided as active in the portal.  

Text of their email below:

Hi Robert,

I'm for the trouble and inconvenience with upgrading.

I do show you order ######## and serial number here as active in the portal. 

I did try entering your serial number in for upgrade and I received an error message as well. Since we don't manage the serial numbers, this something that Nitro would be able to help with.

I would recommend creating a post Nitro's forum. There are very good about answering the posts and they will be able to help you resolve the issue.

https://community.gonitro.com/ 

Please let me know if there is anything else I can do for you, and thank you for contacting cleverbridge!
Sincerely,
David L.
cleverbridge Customer Support

Please let me know if you can be of assistance - if I can get this working today it would be really helpful.

[Allain Umailin]

Hello @robburman,

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

In order for me to further assist you with your concern, could you please send me a private message and provide the serial number of your Nitro Pro 9?

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