Cannot get free upgrade

[donkrodgers 0]

I purchased Nitro Pro 12and VIP access on 6/25/2019.  I can provide the both the reference and invoice number.  I am not able to check availability for upgrade because I get an error saying "We are unable to validate your serial number" at www.gonitro.com/support/upgrade .

I want to upgrade to Nitro Pro 13 at no additional cost as promised by my VIP Access.

[AllainU 0]

Hello @donkrodgers,

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

I just made an adjustment on your license, please try upgrading to Nitro Pro 13 again using your Nitro Pro 12 serial number.

Thank you for choosing Nitro and Happy New Year!

[donkrodgers 0]

Thank you for the prompt response.  But when I try to activate Nitro Pro 13, I get:

The serial number entered does not exist.

I'm cutting and pasting from the order summary and have verified that the number is correct.  I've tried with and with the hyphens.  I can provide the serial number if you need it.

[AllainU 0]

Hello @donkrodgers,

To upgrade your Nitro Pro 12 to Nitro Pro 13 for free, kindly access our Upgrade Portal and enter your Nitro Pro 12 serial number: https://www.gonitro.com/pro/upgrade 

You should then receive an email confirmation with a new serial number and use it to activate your Nitro Pro 13.

I hope it helps and Happy New Year!