Trying to upgrade 2 Nitro Pro 9 licenses

[Irene L 0]

Hi,

I'm trying to upgrade 2 Nitro Pro 9 licenses

One of the serial numbers is *********************, second serial number is ************************ but i receive the same error message when I use the "Upgrade" tool 

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.

Thanks for your help,

Irene

irene@wealthcoadvisory.com.au

08 6222 6645

Edited June 11, 2019 by Leslie V.
Confidential information edited

[Leslie V. 0]

Hello @Irene L,

Thanks for reaching out to us!

The sets of numbers you provided are not valid Nitro Pro 9 serial numbers. You can refer to this page to find out what your correct serial numbers are: http://kb.gonitro.com/knowledgebase#/answers/Nitro Pro/000002289

I hope that helps!

[Irene L 0]

Hi Leslie,

Thanks for your response. According to the link you sent, the nitro Pro v9 serial should be 19 digits.

When I go to "About Nitro Pro", it says Nitro Pro 9.5.0.20, serial: 3**************** (which is obviously 18 digits).

I'm definitely looking in the correct place on Nitro for the serial number and I can send you a screenshot if you contact me by email.

Anyway, all I'm trying to do is upgrade to the latest version of Nitro 12. Is it possible from the version that I have, or will i just have to purchase a brand new license?

Thanks,

Edited June 12, 2019 by Leslie V.
Confidential information edited

[Leslie V. 0]

Hello @Irene L,

We do not have a serial number that starts with 3. This is why I was able to tell immediately that it was incorrect.

Please forward the email to me so we can search for your correct serial number. You can send it via direct message. Can you also confirm that you purchased it directly from our official website?

Thanks, Irene!