Unable to validate license key for upgrade

[Manish Pipalia]

Hi, I had a Nitro 9 Pro purchased and activated on a machine in the past. I am trying to validate the serial number for upgrade option. I receive the following message. Can you please help me with the process. 

We were unable to validate your serial number. Please ensure you entered it correctly. If you believe you are eligible for an upgrade, please leave a post on our Community Forum and update us with your issue.

Edited April 4, 2020 by Manish Pipalia
Change of title of post

[Allain Umailin]

Hello @Manish Pipalia,

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

To further assist you, an adjustment has been made on your Nitro Pro 9 license so you can upgrade to Nitro Pro 13.

Cheers!

[Tim Jenkins]

Hello,

I have a similar problem - a new laptop, NitroPro10 and despite de-activating it on my previous laptop it won't work when I enter the original serial number/activation code on my new computer - apparently it is invalid. Then I followed the instructions on the web site and was offered another option to deactivate and reactivate, but that didn't work either....Apparently, I can't fix it and only NitroPro people can, so please help. 

As an observation, why on earth can't I send an email to get this fixed?  I should not have to pay extra for "Prime" customer support if your product isn't working properly. Sharing this problem a user forum seems pointless - and frankly only sends a negative message to your other customers..

Kind Regards,

Tim 

[Allain Umailin]

Hello @Tim Jenkins,

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

Please be aware that as much as we would like to provide phone support, 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). 

 

I have inspected your Nitro Pro 10 with serial number  and found out that this is already deactivated on our end as it went to a version upgrade. 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. On your case, you upgraded it to Nitro Pro 13 last 8th of August 2019.

To further assist you, please make sure you have installed Nitro Pro 13 by checking its build. You can find this out by clicking on 'About Nitro Pro' under the Help tab (format is 13.15.1.282, out latest release) or you can go to Control Panel > Programs and Features.

If you do not have the latest build installed, please update using our direct installer below:

x32 http://install.nitropdf.com/professional_13151282/en/retail/nitro_pro13_ba_x86.msi 
x64 http://install.nitropdf.com/professional_13151282/en/retail/nitro_pro13_ba_x64.msi

If you are not sure which to pick, this will help:  https://kb.gonitro.com/knowledgebase#/search/64/000003790

To activate, click on the Help tab > About Nitro Pro > Activate by entering your new serial number (sent to you via private message).

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