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Upgrading to Nitro Pro 7

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I got an email about Nitro Pro 7. It said I had purchased Upgrade Assurance so my upgrade is free. When I tried to upgrade with my serial number, it wanted me to pay for the upgrade .

Why?

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Chris Dahl (VP, Desktop) November 03, 2011 22:54

Hello all,

An update to this -- what we believe has been the case is that those who received an Upgrade Assurance key recently (via our e-mail promotion) are still entering their product serial number (and are then being told to pay $49.99). If you enter your Upgrade Assurance key (starting in NUA) then your upgrade eligibility should be recognised and the price be free.

It's our mistake, the upgrade page was not clear enough on what you needed to enter and we sincerely apologise. We have updated the copy on the upgrade page now (http://www.nitropdf.com/buy/upgrade.aspx) which should make it more clear.

If you are still having issues, please contact us via the Get setup help link at http://www.nitropdf.com/support/.

Thanks to each of you for your patience, these issues are never fun.
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Chris Dahl (VP, Desktop) November 03, 2011 11:07

Hello all,

If you are having problems upgrading, please contact our support team via the Get setup help link on this page http://www.nitropdf.com/support

This will go directly into our ticket system where we will be able to ask for your details so we can rectify the issue for you.

Our apologies for any problems, and we appreciate your patience.

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Barry Heap November 03, 2011 10:43

Never mind ... worked the third time I tried...

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Never mind ... worked the third time I tried...

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Janusz Madejski November 03, 2011 11:04

I got an email from you that I can upgrade free of charge. When I go to the upgrade page, it turns out I have to pay USD 49,99. Why?

This reply was created from a merged topic originally titled
why do I have to pay for a free upgrade?.

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I got an email from you that I can upgrade free of charge. When I go to the upgrade page, it turns out I have to pay USD 49,99. Why? This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/why_do_i_have_to_pay_for_a_free_upgrade" target="_blank">why do I have to pay for a free upgrade?</a>.

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Chris Dahl (VP, Desktop) November 03, 2011 11:07

Hello all,

If you are having problems upgrading, please contact our support team via the Get setup help link on this page http://www.nitropdf.com/support

This will go directly into our ticket system where we will be able to ask for your details so we can rectify the issue for you.

Our apologies for any problems, and we appreciate your patience.

good answer! good answer! (undo)
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- Janusz Madejski November 03, 2011 11:45
  
  I tried to use the Get setup help and ended with Server Error in "/" Application - The resource cannot be found; Requested URL: /504.aspx
  
  What should I do next?
  
  JM
  
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- Nigel Deacon November 03, 2011 11:48
  
  And the same here ... this is fun, isn't it?
  
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- Dave PH November 03, 2011 11:53
  
  Had the same problem until I took out the question marks (????) out of the title/reference/subject box... so it became Chargable FREE Upgrade.. rather than Chargeable FREE Upgrade???? and it seemed to work!
  
  DPH
  
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- Nigel Deacon November 03, 2011 11:59
  
  It's not the question marks - they appear to have fixed the problem now and the previous failed message has gone through without further problems.
  
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- Dave PH November 03, 2011 14:56
  
  Happy Days! All we need now is our upgrades... :)
  
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Hello all, If you are having problems upgrading, please contact our support team via the Get setup help link on this page http://www.nitropdf.com/support This will go directly into our ticket system where we will be able to ask for your details so we can rectify the issue for you. Our apologies for any problems, and we appreciate your patience.

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Dave PH November 03, 2011 11:08

I've been informed by email that I can upgrade for Free to version 7 due to being subscribed on the Upgrade Assurance Scheme (since May 2011), However, when entering my serial number I'm told I need to buy the upgrade as I'm not entitled to the new version... what's going on? I've attempted to use the serial number from my existing version... my NUA key (both with and without the NUA characters) without success on all counts.
Can someone kindly check what's going on and give some advice?

Many Thanks......

This reply was created from a merged topic originally titled
Upgrade Blues.

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What's the status of this question?

I've been informed by email that I can upgrade for Free to version 7 due to being subscribed on the Upgrade Assurance Scheme (since May 2011), However, when entering my serial number I'm told I need to buy the upgrade as I'm not entitled to the new version... what's going on? I've attempted to use the serial number from my existing version... my NUA key (both with and without the NUA characters) without success on all counts. Can someone kindly check what's going on and give some advice? Many Thanks...... This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/upgrade_blues/changes" target="_blank">Upgrade Blues</a>.

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Mike November 03, 2011 21:26

Chris Dahl's helpful cut and paste reply just sends you to the submit query page. Did that and got an email ticket number but I guess you're inundated with queries as I'm still waiting for an answer as to why my free Upgrade Assurance does not work!

Any idea of the waiting time?

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- Alex Lunnon (Technical Product Manager) November 08, 2011 05:22
  
  Hi Mike,
  
  I can see Shaun is helping you out at the moment, do you need any futher assistance ?
  
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What's the status of this question?

Chris Dahl's helpful cut and paste reply just sends you to the submit query page. Did that and got an email ticket number but I guess you're inundated with queries as I'm still waiting for an answer as to why my free Upgrade Assurance does not work! Any idea of the waiting time?

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Chris Dahl (VP, Desktop) November 03, 2011 22:54

Hello all,

An update to this -- what we believe has been the case is that those who received an Upgrade Assurance key recently (via our e-mail promotion) are still entering their product serial number (and are then being told to pay $49.99). If you enter your Upgrade Assurance key (starting in NUA) then your upgrade eligibility should be recognised and the price be free.

It's our mistake, the upgrade page was not clear enough on what you needed to enter and we sincerely apologise. We have updated the copy on the upgrade page now (http://www.nitropdf.com/buy/upgrade.aspx) which should make it more clear.

If you are still having issues, please contact us via the Get setup help link at http://www.nitropdf.com/support/.

Thanks to each of you for your patience, these issues are never fun.

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good answer! good answer! (undo)
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What's the status of this question?

Hello all, An update to this -- what we believe has been the case is that those who received an Upgrade Assurance key recently (via our e-mail promotion) are still entering their product serial number (and are then being told to pay $49.99). If you enter your Upgrade Assurance key (starting in NUA) then your upgrade eligibility should be recognised and the price be free. It's our mistake, the upgrade page was not clear enough on what you needed to enter and we sincerely apologise. We have updated the copy on the upgrade page now (http://www.nitropdf.com/buy/upgrade.aspx) which should make it more clear. If you are still having issues, please contact us via the Get setup help link at http://www.nitropdf.com/support/. Thanks to each of you for your patience, these issues are never fun.

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Nigel Deacon November 03, 2011 23:36

Sorry, but this is not the answer for me, and not only me. If you read all the postings on this subject, you will see that people have tried both codes - and neither of them works. I've just tried them both again - same result.

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- Chris Dahl (VP, Desktop) November 04, 2011 00:26
  
  Hey Nigel -- looking at your case right now.
  
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- Chris Dahl (VP, Desktop) November 04, 2011 00:44
  
  Nigel, could you please try the upgrade process again now? You should be good to go.
  
  Thanks again for your patience.
  
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- Nigel Deacon November 04, 2011 08:25
  
  Chris, whatever you have done, it's worked - entered the serial number (not the NUA number) and all done. At first glance, it looks very nice - particularly pleased with the spectacular increase in rendering speed for complex drawings.
  
  Thanks for that ;-)
  
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What's the status of this question?

Sorry, but this is not the answer for me, and not only me. If you read all the postings on this subject, you will see that people have tried both codes - and neither of them works. I've just tried them both again - same result.

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Kim November 04, 2011 04:28

Chris, for clarity's sake after your last entry. Are you now writing off all previous support requests? If this is sill not working (as with Nigel and the many who have already tried the NUA number)) do we need to enter a new support request or will you still get round to answering the original requests? Because this is still not working for me and I have not received a reply to my support ticket.

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- Chris Dahl (VP, Desktop) November 04, 2011 09:24
  
  Hey Kim -- I believe your ticket has been responded to, but if not please let me know the ticket number and we'll expedite it.
  
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What's the status of this question?

Chris, for clarity's sake after your last entry. Are you now writing off all previous support requests? If this is sill not working (as with Nigel and the many who have already tried the NUA number)) do we need to enter a new support request or will you still get round to answering the original requests? Because this is still not working for me and I have not received a reply to my support ticket.

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Janusz Madejski November 04, 2011 09:12

I have tried to upgrade my software again now - the same problem persists: I am prompted to pay for the 'free' upgrade.

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- Chris Dahl (VP, Desktop) November 04, 2011 09:24
  
  Janusz, you purchased Upgrade Assurance and received an Upgrade Assurance serial (that starts with NUA) via e-mail. I checked our records and this will give you a free upgrade.
  
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I have tried to upgrade my software again now - the same problem persists: I am prompted to pay for the 'free' upgrade.

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Janusz Madejski November 04, 2011 11:38

Finally my upgrade worked ...

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- Chris Dahl (VP, Desktop) November 04, 2011 23:36
  
  Glad to hear it, and sorry for the confusion.
  
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Finally my upgrade worked ...

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envijion November 08, 2011 05:30

I have Nitro Pro OCR 6 and I have the upgrade assurance. Today I received an email announcing Nitro 7, which with the upgrade assurance should be free. Following the offered link asks me for my serial number. I do not have a serial number, I only have a license key. Providing this I get the offer to upgrade for $49. This is bullshit! Please correct the ordering procedures!

This reply was created from a merged topic originally titled
Upgrade to Nitro 7 does not work.

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- Alex Lunnon (Technical Product Manager) November 08, 2011 05:34
  
  Hi There,
  
  Using your upgrade assurance key and following the steps outlined at the top of this post you will be able to upgrade. Your upgrade assurance number starts with NUA, I have emailed you directly with the details.
  
  Once you have typed in your upgrade assurance number you will be prompted to add Nitro Pro 7 to your cart for $0.00 and when you have entered your details and checked out you will receive an email with download links and your new serial number to activate Nitro Pro 7.
  
  If you need any further help let me know
  
  Cheers
  
  Alex
  
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What's the status of this question?

I have Nitro Pro OCR 6 and I have the upgrade assurance. Today I received an email announcing Nitro 7, which with the upgrade assurance should be free. Following the offered link asks me for my serial number. I do not have a serial number, I only have a license key. Providing this I get the offer to upgrade for $49. This is bullshit! Please correct the ordering procedures! This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/upgrade_to_nitro_7_does_not_work/changes" target="_blank">Upgrade to Nitro 7 does not work</a>.

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Robin Andrews November 10, 2011 00:44

This reply was created from a merged topic originally titled
I have a key but cannot upgrade. Nitro system does not accept it..

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- Alex Lunnon (Technical Product Manager) November 10, 2011 00:50
  
  Hi Robin,
  
  You have purchased upgrade assurance and can access your free upgrade following the steps Chris has highlighted above using your NUA (upgrade assurance number)
  
  You will need to visit http://www.nitropdf.com/buy/upgrade.aspx and enter your upgrade assurance number in full including (NUA)
  
  Once done you can add Nitro Pro 7 to your cart for $0.00 and fill in your details, upon checking out you will recieve an email with your New serial number you can use to activate Nitro Pro 7. Two download links are provided in the email for a 32 and a 64 Bit installer depending on the version of windows your currently use, if your unsure you can visit this article http://community.nitropdf.com/nitropd...
  
  I have emailed your NUA to yourself incase you have misplaced this
  
  Hope this helps, if you need any further assitance please let me know.
  
  Cheers
  
  Alex
  
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What's the status of this question?

This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/i_have_a_key_but_cannot_upgrade_nitro_system_does_not_accept_it/changes" target="_blank">I have a key but cannot upgrade. Nitro system does not accept it.</a>.

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Sandy November 10, 2011 02:23

I purchased Nitro Pro v6 on 3/3/2011 Invoice # BKD-736972012
Reference # 20329655. Received EMail notification of upgrade to V7 which indicated it was free with my Upgrade Assurance. However, your web site still wants to charge me $49 to upgrade. I thought the upgrade was to be free.
Please advise

This reply was created from a merged topic originally titled
Version 7 upgrade.

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- Alex Lunnon (Technical Product Manager) November 10, 2011 02:25
  
  Hi Sandy
  
  Ive emailed you directly with information on how to upgrade, it appears on this occasion that our records were not upto date and therefore your version 6 serial number was not being accepted online.
  
  You are right to go now, using your Version 6 serial and our online upgrade service you can upgrade and download Nitro Pro 7
  
  http://www.nitropdf.com/buy/upgrade.aspx
  
  Cheers
  
  Alex
  
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What's the status of this question?

I purchased Nitro Pro v6 on 3/3/2011 Invoice # BKD-736972012 Reference # 20329655. Received EMail notification of upgrade to V7 which indicated it was free with my Upgrade Assurance. However, your web site still wants to charge me $49 to upgrade. I thought the upgrade was to be free. Please advise This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/version_7_upgrade/changes" target="_blank">Version 7 upgrade</a>.

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Steve November 17, 2011 03:56

The Upgrade Eligibility page indicates that anyone who purchased v6 after 8/26/2011 is entitled to a free upgrade to v7. I purchased on 9/2, but after entering my serial number, I am still taken to the purchase page.

This reply was created from a merged topic originally titled
Purchase v6 after 8/26/2011...upgrade is not free.

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- Alex Lunnon (Technical Product Manager) November 17, 2011 04:02
  
  Hi Steve,
  
  Sorry for the delay in getting back to you here, We have been flat out tackling these issues. We have set up a dedicated support channel through our website under support and have missed a few of the comments, so I apologize.
  
  I've looked into your issue and you are able to upgrade now using the two serial numbers you purchased on 9/3/2011 and also the three serials you purchased on 10/1/2011.
  
  Simply visit our online upgrade system here : http://www.nitropdf.com/buy/upgrade.aspx
  
  You will need to enter your Version 6 serial numbers, once entered you will be prompted to add Nitro Pro 7 into your cart, checking out you will receive an email with your New Serial Key for Nitro Pro 7 and download links for a 32 & 64 Bit Installer.
  
  You can install and use your new serial to activate.
  
  If you have any problems carrying this out please let me know and Ill log a support ticket for you and address it straight away.
  
  Thanks for your patience
  
  Alex
  
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What's the status of this question?

The Upgrade Eligibility page indicates that anyone who purchased v6 after 8/26/2011 is entitled to a free upgrade to v7. I purchased on 9/2, but after entering my serial number, I am still taken to the purchase page. This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/purchase_v6_after_8_26_2011_upgrade_is_not_free/changes" target="_blank">Purchase v6 after 8/26/2011...upgrade is not free</a>.

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bobbydyce November 17, 2011 04:03

I purchased Upgrade Assurance when I bought Nitro Professional 6, but when I try to upgrade to 7, your system says that I have to pay $49.

This reply was created from a merged topic originally titled
Can't Upgrade!?!.

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- Alex Lunnon (Technical Product Manager) November 17, 2011 04:05
  
  Sorry for the delay in getting back to you here, We have been flat out tackling these issues. I have tried to locate your details to assist using your email address however have not been able to locate any details.
  
  I am sending you a direct email requesting any of your purchase details to help track you down in our system.
  
  Look forward to hearing back to you so I can resolve this issue for you
  
  Thanks
  
  Alex
  
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What's the status of this question?

I purchased Upgrade Assurance when I bought Nitro Professional 6, but when I try to upgrade to 7, your system says that I have to pay $49. This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/cant_upgrade-1lkwl1/changes" target="_blank">Can't Upgrade!?!</a>.

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Edward Helm November 17, 2011 04:11

I purchased upgrade assurance (on Oct 30, I sent a payment of $19.99 USD to cleverbridge, Inc). And I got my email today saying I can now get my free upgrade to Nitro Pro 7, but when I click the upgrade button and fill in the serial number it wants to charge me $49.99. What gives!?

This reply was created from a merged topic originally titled
purchased upgrade assurance last month but Nitro website still wants to charge me 49.99!.

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- Alex Lunnon (Technical Product Manager) November 17, 2011 04:16
  
  Hi Edward,
  
  I am sorry for the delay in getting back to your post here, as you are undoubtedly aware we have had a number of support tickets over the past few days due to the launch of Nitro Pro 7.
  
  I have looked into our records and can see you have successfully upgraded and spoken with Kyle and Robert through our ticketed support system. It was our mistake, the upgrade page was not clear enough initially on what information you needed to enter, we have updated this now however I apologize that this wasn't done initially.
  
  If you need any more assistance please let me know and I can help you out, once again sorry for the delay and issues you've faced.
  
  Thanks,
  
  Alex
  
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What's the status of this question?

I purchased upgrade assurance (on Oct 30, I sent a payment of $19.99 USD to cleverbridge, Inc). And I got my email today saying I can now get my free upgrade to Nitro Pro 7, but when I click the upgrade button and fill in the serial number it wants to charge me $49.99. What gives!? This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/purchased_upgrade_assurance_last_month_but_nitro_website_still_wants_to_charge_me_49_99/changes" target="_blank">purchased upgrade assurance last month but Nitro website still wants to charge me 49.99!</a>.

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Ross November 17, 2011 04:17

I'm getting frustrated...the history on my activation problem shows it has been opened and closed twice as if it has been resolved. IT HAS NOT. I paid for the Upgrade Assurance but I'm still in TRIAL MODE!

This reply was created from a merged topic originally titled
Upgrade Assurance DOESN'T WORK!.

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- Alex Lunnon (Technical Product Manager) November 17, 2011 04:21
  
  Hi Ross,
  
  I've migrated your comment through so we can view all these issues in one thread to track the users affected and provide better help for those facing similar issues to yours.
  
  I remember speaking with you via our ticketed support and believe Chris has also provided some assistance.
  
  Once again I am sorry for the delay you faced in getting support through our ticketed system, we have had high volumes and trying really hard to get through these as fast as possible while addressing the varying issues.
  
  Thanks, and if you need any further assistance please let me know
  
  Alex
  
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What's the status of this question?

I'm getting frustrated...the history on my activation problem shows it has been opened and closed twice as if it has been resolved. IT HAS NOT. I paid for the Upgrade Assurance but I'm still in TRIAL MODE! This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/upgrade_assurance_doesnt_work/changes" target="_blank">Upgrade Assurance DOESN'T WORK!</a>.

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Ian S November 17, 2011 04:27

I have recently purchased Nitro PDF Pro 6 in the last week, I have gone on-line to upgrade to V7, it clearly states that the upgrade is free id V6 was purchased after August 2011. Why does it then want me to pay for the upgrade

This reply was created from a merged topic originally titled
Why can I not upgrade V6 to V7 for free as stated..

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- Alex Lunnon (Technical Product Manager) November 17, 2011 04:31
  
  Hi Ian,
  
  I have tried to locate you in our system but can't seem to track you down with your email through our ticketed support or sales data.
  
  I have emailed you directly to sort this out and offer you assistance to resolve this and process your free upgrade.
  
  We have had an increase in support related issues with the launch of Nitro Pro 7 and been trying to tackle these through our dedicated support channel online and have unfortunately missed some comments here on Get Satisfaction and I hope that I can sort this issue out for you directly to avoid you waiting any further.
  
  If you have already resolved it via our support page please let me know
  
  Thanks,
  
  Alex
  
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- Alex Lunnon (Technical Product Manager) November 17, 2011 05:09
  
  Just processed your upgrade and sent your details to your email.
  
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What's the status of this question?

I have recently purchased Nitro PDF Pro 6 in the last week, I have gone on-line to upgrade to V7, it clearly states that the upgrade is free id V6 was purchased after August 2011. Why does it then want me to pay for the upgrade This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/why_can_i_not_upgrade_v6_to_v7_for_free_as_stated/changes" target="_blank">Why can I not upgrade V6 to V7 for free as stated.</a>.

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Jay Carter November 17, 2011 04:34

We bought Nitro 6 off of Amazon last week but are ineligible for upgrades according to the website. What do we need to do?

We have a huge clientbase using NitroPDF and quite a few are eligible for this upgrade. I hope this is not some convoluted process we are going to have to go through for each client.

This reply was created from a merged topic originally titled
Upgrade problems.

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 17, 2011 04:40
  
  Hi Jay,
  
  I have emailed you directly to grab some more information off you regarding your version of Nitro Pro 6 you have purchased.
  
  It can be a little trickier with resellers, any sale through Nitro or our authorized resellers can be processed online here : http://www.nitropdf.com/buy/upgrade.aspx
  
  Amazon however isn't one of our authorized reseller, http://www.nitropdf.com/about/partner... and upgrades in this scenario are processed through the reseller in these cases.
  
  However if you are able to reply to my email with your product and purchase information I will confirm this for you.
  
  Thanks for your patience
  
  Alex
  
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What's the status of this question?

We bought Nitro 6 off of Amazon last week but are ineligible for upgrades according to the website. What do we need to do? We have a huge clientbase using NitroPDF and quite a few are eligible for this upgrade. I hope this is not some convoluted process we are going to have to go through for each client. This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/upgrade_problems-1mocnn/changes" target="_blank">Upgrade problems</a>.

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Keith Prine November 17, 2011 04:42

Purchased upgrade insurance but do not have serial number. I entered my license number but was asked to purchase the upgrade. Can I get my serial number resent to my email address?

Thank you

This reply was created from a merged topic originally titled
Upgrade Insurance.

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 17, 2011 04:44
  
  Hi Keith,
  
  I have replied earlier directly through your support ticket, once again sorry for the delay in getting to your support ticket and addressing your issues. If you need anymore assistance please let us know.
  
  Thanks,
  
  Alex
  
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What's the status of this question?

Purchased upgrade insurance but do not have serial number. I entered my license number but was asked to purchase the upgrade. Can I get my serial number resent to my email address? Thank you This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/upgrade_insurance/changes" target="_blank">Upgrade Insurance</a>.

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Rick November 17, 2011 04:47

I am like Ian S above. I purchased Nitro PDF Pro 6 today., I have gone on-line to upgrade to V7, it clearly states that the upgrade is free id V6 was purchased after August 2011. How do I get the free upgrade?
Thanks

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 17, 2011 05:12
  
  Hi Rick,
  
  You are able to process your upgrade online through our upgrade service here http://www.nitropdf.com/buy/upgrade.aspx
  
  You will need to enter your Version 6 serial key, if however this doesn't work I would recommend logging a support case through our get setup help section in support, you can lodge this here : http://www.nitropdf.com/support/defau...
  
  Let me know how you go Rick,
  
  Cheers
  
  Alex
  
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- Rick November 22, 2011 00:07
  
  When will someone attend to my support query? - it is now 5 days of waiting!!
  
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- Alex Lunnon (Technical Product Manager) November 22, 2011 00:55
  
  Hi Rick, I do apologize for the delay, we have been flat out with tickets lodged through this support channel and are focusing the majority of our resources on addressing these issues. Are you able to provide me with your ticket number?
  
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- Rick November 22, 2011 01:43
  
  request (#32261)
  
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- Rick November 22, 2011 01:44
  
  thanks.
  
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What's the status of this question?

I am like Ian S above. I purchased Nitro PDF Pro 6 today., I have gone on-line to upgrade to V7, it clearly states that the upgrade is free id V6 was purchased after August 2011. How do I get the free upgrade? Thanks

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Ben November 17, 2011 05:14

We originally purchased 2 x V5 licences and upgrade assurance and this came with 2 x serial numbers and 2 x UAP keys. When we were upgraded to V6, this 2 x keys became 1 x key. Now I believe we have to upgrade at a $49.99 cost, which is fine, but does that upgrade both licences? We'll also be purchasing the upgrade assurances again.

This reply was created from a merged topic originally titled
How do we upgrade our licences that starts at V5 with UAP, went to V6 and now we wish to go to V7?.

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 17, 2011 05:22
  
  Hi Ben,
  
  You'll need to upgrade both serial's which will generate two version 7 serial numbers, you can do this through our online upgrade portal here : http://www.nitropdf.com/buy/upgrade.aspx
  
  Once you are processing this you can opt in for software assurance.
  
  Sorry for the delay in getting back to you if you need any further clarification please let me know
  
  Thanks
  
  Alex
  
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What's the status of this question?

We originally purchased 2 x V5 licences and upgrade assurance and this came with 2 x serial numbers and 2 x UAP keys. When we were upgraded to V6, this 2 x keys became 1 x key. Now I believe we have to upgrade at a $49.99 cost, which is fine, but does that upgrade both licences? We'll also be purchasing the upgrade assurances again. This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/how_do_we_upgrade_out_licences_that_starts_at_v5_with_uap_went_to_v6_and_now_we_wish_to/changes" target="_blank">How do we upgrade our licences that starts at V5 with UAP, went to V6 and now we wish to go to V7?</a>.

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AlexanderM November 17, 2011 05:23

I have purchased Nitro 6 from a retailer (newegg) in last 20 days, but serial check say I can't upgrade, is there anything I can do or can be done? thank you.

This reply was created from a merged topic originally titled
Upgrade eligibility.

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 17, 2011 05:24
  
  Hi Alexander,
  
  Sorry for the delay in getting back to you here, I have looked into our records and can see that Binh has provided you with information on how to obtain an upgrade to Nitro Pro 7, if you have any issues doing this through newegg please let me know so I can chase it up from our end.
  
  Thanks for your patience
  
  Alex
  
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What's the status of this question?

I have purchased Nitro 6 from a retailer (newegg) in last 20 days, but serial check say I can't upgrade, is there anything I can do or can be done? thank you. This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/upgrade_eligibility-lq0yy/changes" target="_blank">Upgrade eligibility</a>.

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Thos November 18, 2011 00:49

Purchased Upgrade Assurance and entered NUA key on upgrade eligibility popup but got message "This serial number is not eligible for an upgrade. Please see our eligibility requirements or contact us for assistance."

This reply was created from a merged topic originally titled
Upgrade assurance NUA key doesn't work.

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 18, 2011 00:52
  
  Hi Thos,
  
  That's all fixed up, a mix up on our end and I apologize. Your NUA will now function at http://www.nitropdf.com/buy/upgrade.aspx
  
  It looks like you purchased NUA after the release of Nitro Pro 7 through an old link in an email which should have been deactivated. I've gone ahead however and fixed this up and apologize for the delay in getting back to you.
  
  If you need any further help activating or installing please let me know.
  
  Cheers
  
  Alex
  
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What's the status of this question?

Purchased Upgrade Assurance and entered NUA key on upgrade eligibility popup but got message "This serial number is not eligible for an upgrade. Please see our eligibility requirements or contact us for assistance." This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/upgrade_assurance_nua_key_doesnt_work/changes" target="_blank">Upgrade assurance NUA key doesn't work</a>.

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Kara L. Craig November 18, 2011 00:55

I want to download my free upgrade to NitroPro 7. I just purchased Nitro, with the upgrade assurance, so I should be able to do this for free. Unfortunately, when I tried to look up my serial number (I purchased from your website), there is no "About" section with "Help" as a subcategory. Where is my serial number so I can upgrade? This shouldn't be so difficult!

This reply was created from a merged topic originally titled
This shouldn't be so difficult!.

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- Alex Lunnon (Technical Product Manager) November 18, 2011 00:58
  
  Hi Kara,
  
  Sorry for the delay in getting back to you, I have emailed you directly with your serial number you will need to enter here : http://www.nitropdf.com/buy/upgrade.aspx in order to upgrade for free.
  
  Let me know if you need any further assistance.
  
  Thanks for your patience,
  
  Alex
  
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- Kara L. Craig November 18, 2011 19:54
  
  Thank you Alex. This worked!
  
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What's the status of this question?

I want to download my free upgrade to NitroPro 7. I just purchased Nitro, with the upgrade assurance, so I should be able to do this for free. Unfortunately, when I tried to look up my serial number (I purchased from your website), there is no "About" section with "Help" as a subcategory. Where is my serial number so I can upgrade? This shouldn't be so difficult! This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/this_shouldnt_be_so_difficult/changes" target="_blank">This shouldn't be so difficult!</a>.

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Targino Kalid-Filho November 18, 2011 03:50

have bought 2 licences of Nitro pro which i installed in home pc and other in laptop. have only one upgrade licence which I used to upgrade home PC to NItro 7. As I use more the laptop, I deactivated NITRO softwear from both computers so I could revert the instalation and have the NITRO 7 in the laptop. I managed to install the NITRO PRO in the home PC ok, but I had problems to install the vertion of NITRO PRO which was in the HOME PC in the laptop. I tried to use the PRO licence key and later the UPGRADED NITRO 7 Licence, but neither worked. I than noticed that i could get a certificate code online, which I did, but when I got the code i used it wrongly and lost it, so now when i try to get another code i get the message saying that the licence number was already used. PLEASE HELP. I basically need to reactivate the vertion of NITRO PRO that i had in the PC in the LAPTOP so I can get the upgrades from my upgrade assurance licence. thanks in advance

This reply was created from a merged topic originally titled
REACTIVATING SOFTWEAR IN ANOTHER PC.

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 18, 2011 03:53
  
  Hi Targino,
  
  Sorry for the delay in responding to your post here, I have looked into your situation, regarding your upgraded serial I can see that Bihn has provided you with assistance and you can now try and re-activate using this serial as Bihn has manually deactivated it.
  
  In regards to your second Nitro Pro 6 serial, you can proceed to upgrade this to a Version 7 serial if you would like using the link here : http://www.nitropdf.com/buy/upgrade.aspx
  
  If you need anymore assistance installing Nitro Pro 7 or activating please let me know.
  
  Thanks for your patience,
  
  Alex
  
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- Targino Kalid-Filho November 18, 2011 11:51
  
  Thank you very much. All done now. Great help.
  
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- Alex Lunnon (Technical Product Manager) November 20, 2011 23:11
  
  Thats great to hear! I hope you enjoy the new version.
  
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- Frank November 21, 2011 23:16
  
  I have also just purchased the upgrade assurance for Nitro7 (on 11/17) and received the NUA number promptly. I have gone to the suggested website (this one listed in this thread to receive the electronic upgrade. When I enter that NUA number I receive the message "This serial number is not eligible for an upgrade."
  
  I submitted a support ticket 4 days ago and it shows the ticket is still waiting to be assigned to a representative! I was hoping someone would get back to me, very disappointing purchase and support experience. If I can't get an answer back shortly, I'll dispute the charge with the credit card company... looks like fraud to me.
  
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- Alex Lunnon (Technical Product Manager) November 21, 2011 23:34
  
  Hi Frank,
  
  I understand, it seems as if you have purchased Upgrade Assurance after the launch of Nitro Pro 7 through a link in a pre launch email. Our online upgrade process will be rejecting this as it would be valid for our next major release.
  
  I can understand however you have purchased this from a Pre Launch email and can resolve this for you, if you can email me your details directly I will update our records so you can proceed online with your upgrade.
  
  I apologize for the delay in addressing this, in future we will ensure to shut down these links to prevent this from happening.
  
  Thanks for your patience,
  
  Alex
  
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- Frank November 22, 2011 04:15
  
  I am not finding an email address to directly contacting you per your suggestion. Why is my trouble ticket still waiting to be assigned to a representative after 5 days?
  
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- Alex Lunnon (Technical Product Manager) November 22, 2011 04:21
  
  We have just made a modification to our online upgrade service and you should now be able to proceed online at http://www.nitropdf.com/buy/upgrade.aspx to upgrade.
  
  Are you able to confirm this works ? if not you can email me directly at alex.lunnon@nitropdf.com
  
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- Frank November 22, 2011 04:29
  
  I have just successfully downloaded the v7. I'll try the install next! I do appreciate you fixing the problem, it probably has happened to others also.
  
  I note the suggestion of submitting trouble tickets in these blogs but it appears that no one is monitoring the system... 5 days and it has yet to be assigned to a representative????? It does not entice me to keep future business using the product.
  
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- Alex Lunnon (Technical Product Manager) November 22, 2011 04:43
  
  This particular problem would have undoubtedly effected others and we have modified the online system to now accept these upgrade assurance numbers like yours.
  
  Im just closing your ticket now, unfortunately we have had an average wait of 3 days due to an increased load of support related requests, over the weekend however this has increased slightly and we are working on getting these down.
  
  I apologize for the delay you faced.
  
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What's the status of this question?

have bought 2 licences of Nitro pro which i installed in home pc and other in laptop. have only one upgrade licence which I used to upgrade home PC to NItro 7. As I use more the laptop, I deactivated NITRO softwear from both computers so I could revert the instalation and have the NITRO 7 in the laptop. I managed to install the NITRO PRO in the home PC ok, but I had problems to install the vertion of NITRO PRO which was in the HOME PC in the laptop. I tried to use the PRO licence key and later the UPGRADED NITRO 7 Licence, but neither worked. I than noticed that i could get a certificate code online, which I did, but when I got the code i used it wrongly and lost it, so now when i try to get another code i get the message saying that the licence number was already used. PLEASE HELP. I basically need to reactivate the vertion of NITRO PRO that i had in the PC in the LAPTOP so I can get the upgrades from my upgrade assurance licence. thanks in advance This reply was created from a merged topic originally titled <a class='notranslate' href="/nitropdf/topics/reactivating_softwear_in_another_pc/changes" target="_blank">REACTIVATING SOFTWEAR IN ANOTHER PC</a>.

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Bytecrawler November 24, 2011 05:05

As with several of the others on this thread, I purchased Nitro Pro 6 a few days ago at Fry's (didn't realize it was an older release). When I entered my serial number on the upgrade page it indicated that my upgrade wasn't free. I was looking for a place to register my purchase and enter my details and purchase date (as I've seen with many other vendors) but could not find a registration page (although there is a "register" item in the Help menu). How do I validate my purchase date so I can qualify for the free upgrade?

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 24, 2011 05:31
  
  Hi There,
  
  Best place to start is via our support section under 'Get setup help' here http://www.nitropdf.com/support/defau...
  
  If you are able to supply your serial number and proof of purchase I will chase this up, please indicate here once you have done this and I will address the issue, if you can include your ticket number that will help.
  
  Thanks
  
  Alex
  
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- Bytecrawler November 25, 2011 09:14
  
  Just submitted a ticket. Number is 33080. I included a scan of the purchase receipt. Thanks for looking into this.
  
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- Alex Lunnon (Technical Product Manager) November 27, 2011 23:32
  
  I have emailed you back with instructions on how to install and activate Nitro Pro 7.
  
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What's the status of this question?

As with several of the others on this thread, I purchased Nitro Pro 6 a few days ago at Fry's (didn't realize it was an older release). When I entered my serial number on the upgrade page it indicated that my upgrade wasn't free. I was looking for a place to register my purchase and enter my details and purchase date (as I've seen with many other vendors) but could not find a registration page (although there is a "register" item in the Help menu). How do I validate my purchase date so I can qualify for the free upgrade?

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richardm.eu November 30, 2011 20:27

I'm having the same problem.

I bought NitroPDF v6, the upgrade to add OCR and a years software assurance. I've tried the original serial number, the upgrade serial number and also the NUA key that I've been sent.

I raised a call via your website yesterday and haven't had a reply to that yet either.

Which of the three codes that I have should I be using for the upgrade?

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) November 30, 2011 22:27
  
  Hi Richard,
  
  I have tried to look through our voicemail's currently un-addressed and couldn't find any relating to you.
  
  I can look into this and ensure you details are correct into our database and let you know which number to use. To enable me to find your details and communicate securely, I will recommend lodging a support ticket through our support page here http://www.nitropdf.com/support/defau... you can do this through 'Get Setup Help' please provide your serial numbers and any additional information.
  
  When you have done this, if you are able to comment back here with your ticket number I will chase this up for you.
  
  Cheers
  
  Alex
  
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- richardm.eu December 01, 2011 06:59
  
  Hello Alex,
  
  When I said raised a call via your website, I meant opened a support ticket - Request #33502.
  
  Thanks for the reply.
  
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- Alex Lunnon (Technical Product Manager) December 01, 2011 21:38
  
  I have just replied through the ticket, you will now be able to upgrade using your serial or nua.
  
  Cheers
  
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What's the status of this question?

I'm having the same problem. I bought NitroPDF v6, the upgrade to add OCR and a years software assurance. I've tried the original serial number, the upgrade serial number and also the NUA key that I've been sent. I raised a call via your website yesterday and haven't had a reply to that yet either. Which of the three codes that I have should I be using for the upgrade?

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karyyvonne December 10, 2011 10:09

Hi there.. Im having the same problem.. I purchased nitro pdf pro v6 about 2-3 weeks ago and today i finally got around to installing it, a window popped up saying i could get a free upgrade to v 7 but the webpage is charging me. So I decided to keep this old version without upgrading, problem is that a bar comes out on top of all my pdf files saying I have to upgrade to v 7. please advise. How can I get the upgrade.

good answer! good answer! (undo)
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- Alex Lunnon (Technical Product Manager) December 11, 2011 22:23
  
  Hi Kary,
  
  Are you able to submit a support ticket entering your serial and purchase details so we can look into this further, once you have done this you can list your ticket number here and I will look into the issue further for you.
  
  Many thanks,
  
  Alex
  
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What's the status of this question?

Hi there.. Im having the same problem.. I purchased nitro pdf pro v6 about 2-3 weeks ago and today i finally got around to installing it, a window popped up saying i could get a free upgrade to v 7 but the webpage is charging me. So I decided to keep this old version without upgrading, problem is that a bar comes out on top of all my pdf files saying I have to upgrade to v 7. please advise. How can I get the upgrade.

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RyanC January 06, 2012 18:24

Hello,

Bought v6 from newegg.com 12/30/11. Put in a support request for the free upgrade to v7 when purchased after Oct 2, 2011 two days ago and it still shows "Awaiting assignment to a help desk operator". Ticket number is 36705. Any way to speed up the process?

Thanks.

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- Alex Lunnon (Technical Product Manager) January 08, 2012 22:50
  
  Hi Ryan,
  
  It looks like Robert has responded and is awaiting your receipt and registration.
  
  Let me know if you need any further help completing this.
  
  Cheers
  
  Alex
  
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- RyanC January 11, 2012 21:59
  
  Robert took care of it for me, got my free uprade. Thanks!
  
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What's the status of this question?

Hello, Bought v6 from newegg.com 12/30/11. Put in a support request for the free upgrade to v7 when purchased after Oct 2, 2011 two days ago and it still shows "Awaiting assignment to a help desk operator". Ticket number is 36705. Any way to speed up the process? Thanks.

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James January 08, 2012 17:27

If there is a version 7, then why is everyone still selling version 6 instead of version 7? I see version 6 at Frys, Newegg, and Amazon. Seems odd that they're still selling an outdated version.

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- Alex Lunnon (Technical Product Manager) January 08, 2012 23:43
  
  Hi James,
  
  Retailers have particular 'refresh' points during the year. Because they have stock in their warehouses and stores, its not as easy to just switch them over. Nitro will no longer be selling through the retail channel, and as such Version 7 will not be available in retail. You will find that retailers will be 'selling down their Nitro Pro 6 inventory over the next 3-6 months.
  
  If you have any further questions please let me know
  
  Cheers
  
  Alex
  
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If there is a version 7, then why is everyone still selling version 6 instead of version 7? I see version 6 at Frys, Newegg, and Amazon. Seems odd that they're still selling an outdated version.

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Brad Waite January 11, 2012 02:01

Hi Alex,

Add ticket #37333 to the upgrade queue, please.

Thanks.

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- Alex Lunnon (Technical Product Manager) January 11, 2012 03:25
  
  Hi Brad,
  
  I have just replied to your support ticket
  
  Cheers
  
  Alex
  
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Hi Alex, Add ticket #37333 to the upgrade queue, please. Thanks.

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alisajenkins February 13, 2012 15:17

Got the invite, installed Pro 7, and had already deleted email when I read this thread about needing a NUA. (not sure if the invite had NUA in it?) Got frustrated and tried to do a system restore to my old version of Nitro. This failed twice. Help. Very frustrated.

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- Alex Lunnon (Technical Product Manager) February 14, 2012 01:42
  
  Hi Alisa,
  
  I have tried to look up your details however haven't been able to locate them within our system
  
  The best thing to do here is to lodge a support ticket due to details we require.
  
  Please ensure you submit as many details as possible including your serial
  
  We will respond directly with instructions through this support ticket. If you are able to post your support ticket number here I will ensure to assist you promptly
  
  Thanks for your patience,
  
  Alex
  
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Got the invite, installed Pro 7, and had already deleted email when I read this thread about needing a NUA. (not sure if the invite had NUA in it?) Got frustrated and tried to do a system restore to my old version of Nitro. This failed twice. Help. Very frustrated.

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Joy Ensor February 24, 2012 03:07

Hi I upgraded from V4 to V6 on 17th June 2010, now would like to upgrade to V7 but cannot find my Serial number.
Only the following - found under "Licence Infomation"
Installation ID: 55238170135743358800208529327127
Computer ID : 55238170135743358800
License code :

None of these seem to work.
Or where else do I look for it?
Kind regards Joy

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- Alex Lunnon (Technical Product Manager) February 24, 2012 04:33
  
  Hi Joy,
  
  The best thing to do here is to lodge a support ticket due to details we require.
  
  When you have done this you will get a ticket number in response, if you paste that here I will respond with your license details.
  
  Cheers,
  
  Alex
  
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- Joy Ensor February 28, 2012 10:06
  
  Your request (#41693) has been updated.
  
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- Joy Ensor February 28, 2012 14:24
  
  Hi there is a 30% discount I would like to get but need the Serial number asap to qualify, I am still waiting for a response from you, I have to go the bed now as I live in Western Australia, plse get back to me with the required details asap.
  Kind regards Joy
  
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- Alex Lunnon (Technical Product Manager) February 29, 2012 00:59
  
  Hi Joy,
  
  Leslie one of our Support Representatives has replied to your ticket, I have sent an additional reply with your product serial and link to upgrade using this offer.
  
  Let me know through here or the support ticket how you go.
  
  Cheers,
  
  Alex
  
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Hi I upgraded from V4 to V6 on 17th June 2010, now would like to upgrade to V7 but cannot find my Serial number. Only the following - found under "Licence Infomation" Installation ID: 55238170135743358800208529327127 Computer ID : 55238170135743358800 License code : None of these seem to work. Or where else do I look for it? Kind regards Joy

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astanki123 February 27, 2012 23:06

Request #41287 for ugrade path. It was sent 7 days ago, still waiting for resolution. :(

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- Alex Lunnon (Technical Product Manager) February 28, 2012 04:40
  
  I have just responded to your support ticket, if you have any questions at all please let me know directly through the support ticket.
  
  Cheers,
  
  Alex
  
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What's the status of this question?

Request #41287 for ugrade path. It was sent 7 days ago, still waiting for resolution. :(

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Roman Hintz March 02, 2012 22:11

I recently bought and installed nitro PDF professional (3 weeks ago). Today when I went to open a PDF file, I got a message that there was an update. I selected to download and run the update. I now see that you guys want to charge me for the update. What's the deal? I don't want to pay again since I just recently made this purchase. Can I somehow deleted the new version and get back to the one that I had previously? How do I do all this?
Thanks,
Roman Hintz
hintro@usa.net

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- Alex Lunnon (Technical Product Manager) March 05, 2012 00:56
  
  Hi Roman,
  
  It sounds like you purchased Nitro Pro 6, you can download and install this at any time through our download area on our support page.
  
  This same page will provide you access to our latest version of Nitro Pro 7, it sounds like you may have upgraded to this version by mistake ? This is a major release which is a paid upgrade. Downloading Nitro Pro 6 through our download area will provide you with the latest version within that release.
  
  I would recommend uninstalling any earlier versions of Nitro Pro you have downloaded and simply download and install Nitro Pro 6 directly through our download area. If you have any trouble installing or activating your purchased version please lodge a support ticket, once lodged you will be provided a ticket number, you can let me know this through a reply comment and I will try to assist further.
  
  Thanks,
  
  Alex
  
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What's the status of this question?

I recently bought and installed nitro PDF professional (3 weeks ago). Today when I went to open a PDF file, I got a message that there was an update. I selected to download and run the update. I now see that you guys want to charge me for the update. What's the deal? I don't want to pay again since I just recently made this purchase. Can I somehow deleted the new version and get back to the one that I had previously? How do I do all this? Thanks, Roman Hintz hintro@usa.net

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