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Nitro Pro and software assurance

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I own Nitro 10 and I also have a software assurance plan.

Problem is your site does not see it so when i check for upgrade to new version 11 your site says i have to buy it.
I thought with software assurance plan the upgrade was free so why does support and site not see it?

I spelled out my question to support who simply pointed me to the upgrade page.
I need help and I want answers on why I would have to pay for upgrade when I have assurance plan.
Nitro sent me a message months ago saying to buy the plan so i could get the free upgrade.
Now i am stuck with a single reply a day from Nitro Support.

How do I get answers and help where the issue will be fixed and I get fast answers?


Please let me know.
Thanks in advance

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