Activation issue, serial # does not exist

[Mike A]

Had Nitro 12 Pro, deactivated the license on an older computer. Installed 13 on new operating system, and getting error that serial number does not exist. Have VIP Access and Premium Support. Followed service ticket instructions. Receiving error "Sorry. You may only deactivate 0 devices." I shows 0 activation, 2 allowed.

[Allain Umailin]

Hello @Mike A,

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

With regard to your VIP Access, our record shows it already expired last 23rd of September of 2019.

To further assist you, please be informed that '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 12. 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 12 using these offline link/s:

x32 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_ba_x86.msi 
x64 http://install.nitropdf.com/professional_12163574/en/retail/nitro_pro12_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!

[Mike A]

Thank you for your response. I do not see anywhere on the invoice where it states that the Nitro VIP Access and Premium Support would be for a year of service. This is unclear and I would have not purchased it should I have know it was for 12 months.

[Allain Umailin]

Hello @Mike A,

My sincere apologies if it is not mentioned in the invoice, however, it was mentioned in the Shopping Cart before you made the payment:

Thank you for choosing Nitro and I hope this helps!