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deactivation and activation issues


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i have 2 computers. desktop and laptop. installed nitro on both after purchase but was also in the middle of various software tests and rebuilds. I dont know how many times in reinstalled windows 10/windowsw business etc over the past few weeks. i think i am done playing with my software but i need nitro to work again so i can work again. i really am not interested in going back to Acrobat DC Pro.  

product serial number

cleverbridge reference


please let me know if you can help. i have a lot of pdf stuff to do still today. ( i tried the offline solutions including the bat file but that sort of stuff is really beyond my knowledge)


Edited by brmoore
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  • Official Nitronaut
Allain Umailin

Hello @brmoore,

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

I have checked your account and I can see you purchased this single-user license, not a Business license.

In order to further assist you, I just made an adjustment on your license, so you can now activate your copy of Nitro Pro by going to Help tab > About Nitro Pro > Activate, entering your serial number and clicking Activate.


With regard to our Activation Portal, as of the moment it can only accept serial numbers with format 23460x-xxxxxx-xxxxxx where 'x' are random numbers.

With the release of Nitro Pro 13, it is now using a different format (5049xxxxxxxxxxxxxx) and will soon be integrated into the same portal in the next coming months. As much as we would like to provide an ETA, it is not yet available.

Should you have further questions, please do not hesitate to reach-out again.

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I am having the same problem - I have deactivated Nitro 12 on my old machine and am trying to put it on a new computer.  When I go to enter the serial #  I get an error saying the serial # does not exist. I tried the activation assistant no help. 

Per the email above after trying to just paste the numbers in multiple times without any "- " in the string of numerals I tried to add a "-" between the various numbers of the serial # but the activation assistant will not allow any such "-" characters to be entered only numerical characters. 

I can't seem to find any way to actual get in touch with anyone at Nitro other than this form. 

Can you help? 

Serial #  XXXXXX-XXXXXX-308540

Cleverbridge #   XXXX04275

Seems crazy that a  "-" data entry restriction is the issue / wasn't thought about and the only way to reach Nitro is by public publishing partial personal licensing information. 

Thanks in advance for any help, I love this software and need it for my business. 


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I think I figured it out via  this post  / instructions - thanks - might save yourselves a bunch of work if you included an Activating an older version link with this information  in the activation tool. Thanks


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  • AllainU
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Hello @NitroWest,

Thank you for the private message.

If you would like to activate your Nitro Pro 12 program, 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 so 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!

Edited Friday at 05:57 PM by AllainU
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