Software Assurance package not being honored

[AlbCo 0]

When I purchased 2 copies of Nitro 11 I also purchased the software assurance to upgrade to 12.  The two employees are switching computers but cleverbridge continues to state that we do not have a license for 12 despite providing the original invoice which shows both Nitro 11 copies as well as a quantity of 2 for the Software assurance.  I have been unable to get them to honor this and an not being allowed to email Nitro sales for help as the premium support has expired after 1 year, leaving me unable to install Nitro 12 despite having paid for it.

[AllainU 0]

Hello @AlbCo,

Thank you for reaching out to us through our Community Forums and my apologies for this inconvenience.

In order for me to further assist you with your concern, could you please provide the serial numbers of your Nitro Pro programs?

To send them via private message, hover your mouse on top of my name 'AllainU' and select 'Message'. 

Also, kindly provide screen-shots of the error message you users are receiving. To find out how to take a screen shot, check out this link: https://kb.gonitro.com/knowledgebase/#/search/screen/000004108

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

[AlbCo 0]

Thank you for your help.  I had previously messaged you but I have sent another message with a bit more info you requested here.  Thank you again for your help.