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Unable to activate on new computer

Leif Stein

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I have loaded Nitro onto a new computer and am unable to activate, I receive a "that serial number does not exist" error message.  I went through the Deactivate portal and I was able to deactivate the 2 prior installs but still unable to activate on my computer.  The circular "support ticket" link kept leading me back to the same Deactivate portal so the forum seems to be the only option for help?

Thanks in advance,


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Reymund Oyong

Hi @Leif Stein,

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

When facing activation issue, especially with error message 'serial number does not exist', this simply means you are applying a serial number that does not fit the version of Nitro Pro.

As an example, let's say your serial number is version 12 but you install Nitro Pro 13 on the computer. You will not be able to activate Nitro Pro 13 because your serial number is for version 12 only. To correct this, you will need to uninstall Nitro Pro 13 then install Nitro Pro 12 so you can activate it using the version 12 license.

Basically, a Nitro Pro serial number will only work based on its version. 

Two things to check when facing this issue:

1. What is the version of Nitro Pro installed on the computer? This information can be located under Help tab > About Nitro Pro.

2. The version of serial number. Our Activation Portal will help you check the serial number and determine its version. Here's the link to your Activation Portal: https://licenses.gonitro.com/prd/portal 

Once you have these information, you will be able to resolve the activation issue. 

Kind regards,

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Thanks for the solution, that was really frustrating to to go through since support is only offered in a forum - maybe you can add that to the error message?

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