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Beyond Frustrating

Dave Menshew

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I have been a Nitro Pro user for several years now and recently purchased a new computer. I wrongly believed that all I had to do was install the trial version and enter my NP 12 code and be working. Instead I am being sent in circles to deactivate and activate and being told my serial number is no good (I have the original email to prove purchase). Now I find that I can't get support from the company unless I upgrade to a VIP. Seriously? Can I get either some help on using what I paid for or a good alternative to Nitro Pro, in which case I will never bother this company or forum again. 

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  • Official Nitronaut
Allain Umailin

Hello @rennaman@sbcglobal.net,

Thank you for reaching out to us through our Community Forums and sincere apologies for your frustrations.

With regard to getting support, please be aware that our ticketing system is the fastest way we can communicate with our customers with Nitro VIP Access (formerly Software Assurance). Otherwise, we recommend utilizing our Knowledge Base site http://kb.gonitro.com/knowledgebase and to post your inquiry to our Community Forums https://community.gonitro.com/ (a page where other customers and Nitro Support team can collaborate and share solutions).

To further assist you, I have checked your account and I can see you upgraded your Nitro Pro 12 to Nitro Pro 13. When an upgrade happens, the older version gets deactivated on our end and users are provided with a new license to match their upgrade version. 

When I checked your Nitro Pro 13 serial number, our licensing server shows you were able to activate last Saturday, 11th of January. Are you having issue activating the same serial number on your second machine? If yes, did you install Nitro Pro or 13? You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.X.X.X, e.g. or you can go to Control Panel > Programs and Features.

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

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  • 3 weeks later...

I am totally with you!!! I am in the same situation - I am going in circles with this process....i get help (days/week later) and still the suggestions never work. I am told to pay for a DISCOUNTED upgrade, but why would i do that if this one doesn't even work??

I am using this program for work, but can't work as the response to this need will be a day or two!


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