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Ian McAnerin

Invalid License

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Ian McAnerin

I purchased an upgrade to Nitro Pro in September and it still doesn't work. I received an email saying:

"Thank you for pre-purchasing the latest release of the Nitro Productivity Suite. You’re one of the first to experience the benefits of Nitro’s newest innovations in PDF productivity. Once you activate Nitro Pro, be sure to create your Nitro account and take advantage of unlimited eSignatures.
Your Serial Number:

{redacted for the forum but can send it to you directly}

If you have not already installed Nitro Pro, please download the trial version now. You can then use your license/product key to convert the trial version to the full version."

When I try to activate the product it tells me "-20: Error - Invalid license number. The serial number entered does not exist." Then it tells me to Submit a support request.

This is driving me crazy and I've been getting shuffled between Cleverbridge and Nitro for months now, with no help at all. Cleverbridge told me this:

"Ian if your serial number is not working you will have to contact Nitro Software directly so they can deliver a new one for you.  You can reach them below: http://www.gonitro.com/support"

But your support system won't accept wrong serial numbers in it's required field! How can you fix a bad serial number problem if you require a working serial number for a support ticket??

I paid for a presale because I've been a loyal customer for years.This forum is the last step before I go to Visa to get the charge reversed and register a complaint, since what I paid for was not delivered.

More Details: Reference #189xxxxxx: Your Nitro Productivity Suite - Fall 2019 Presale order

All I want is a valid code for the software I paid for, and I keep getting a run around. Please fix ASAP.


Edited by AllainU

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Hello @Ian McAnerin,

Thank you for reaching out to us through our Community Forums and our sincere apologies for this incovenience.

Please be informed that '-20: Error - Invalid License Number. The serial number entered does not exist' means the serial number you are trying to activate is for a different version of Nitro Pro. Looks like we need to uninstall the current version of Nitro Pro on your computer and install Nitro Pro 13. We then activate it using your serial number. Kindly follow these steps:
1. Uninstall Nitro Pro from your computer by going to Control Panel > Programs > Programs and Features then reboot the machine.

2. Please clear all your downloads folder or delete all downloaded Nitro installers. This step is important because we noticed that if you are saving all the installers and you download them in the same folder (like the downloads folder), the EXE can pick up any MSI installer in that folder and you may pick-up one of the older builds instead of the newly downloaded package.

3. Download your Nitro Pro 13 using these offline link/s:

x32 http://install.nitropdf.com/professional_1360108/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_1360108/en/retail/nitro_pro13_ba_x64.msi

If you are unsure if your machine is using 32 or 64-bit, please refer to this link: https://kb.gonitro.com/knowledgebase/#/search/64/000003790 

4. After installation, you can activate by opening Nitro Pro, clicking on the Help tab > About Nitro Pro > Activation and entering your serial number.

Thank you for choosing Nitro and I hope this helps!

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