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Trying to Transfer existing licence across to new computer


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I have followed the online instructions to deactivate one of our licences and reload on our new laptop and I cannot seem to progress past the Nitro Pro Activation Assistant. It is saying my serial number does not exist which it does and it has 2 activations remaining, as confirmed when I deactivated the previous activations.

I am at a loss. Please advise. Thankyou April

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