Complaints

This profile includes complaints for Nitro Software Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Nitro Software Inc.

  San Francisco, CA 94104

• 

  Nitro Software Inc.

  447 Sutter St, STE 405 #1015 San Francisco, CA 94108

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/21/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner of a perpetual license for this company's **********************, ******************** PDF Pro 12. I have been a customer of ******************** for ** years purchasing and upgrading every year until I reached Pro 12. This software Creates, Edits, OCRs and Prints PDF documents and was promoted and sold as a perpetual license, and an alternative to *****. My original purchase was $85.98 (Cleverbridge Reference #********,) but I have had numerous purchased upgrades over the years. On May 7, 2025, I received an email from this company informing me that product would be deactivated and all of its advanced features would cease to function. My only option would be to give up my perpetual license and take out a subscription to their new product. I was astounded. How could they reach in to my computer and disable software that was bought and paid for ? I did not even know it was technically possible. Before the deactivation, I wrote to them demanding they leave my perpetually licensed software alone and asking them to consult with their legal department as I viewed this threat as illegal and immoral. They promised to get back with me, and never did. Several days later, my software was deactivated just as they had threatened. I want my $85.98 back. Their product had been an integral part of my workflow and I have relied on it right up till the moment they somehow deactivated it. A refund of this amount is the least they can do. I am not even asking for them to repay all of the upgrades I have gotten over the years from Nitro Pro to Nitro 8 to Nitro 9 and eventually to Nitro 12 (all of which were Pro versions or had OCR added at additional expense.) At this time I not asking for additional compensation for the damages caused by this intentional wrongful conduct. So long as the company agrees, I am willing to accept just the refund amount of $85.98. Once completed, I can move on to FlexPDF and drop this matter.

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is similar to other complaints. I've paid for more than one version of this in the past for certain upgrades, but paid for the license back in 2018. As of yesterday, the full version that I paid for no longer works and I am unable to perform my job without the full version I paid for. I am an independent contractor and it is a vital function to my business. Nitro Pro is forcing me to upgrade in order to use the full version. They just decided to force people to upgrade versus honering their old licenses. This was a random act and I have not received ANY warnings that this would occur. Now I am scrambling to finish a project for one of my most important clients and am stuck unless I pay them $180. This is borderline criminal, as there were not any documents presented stating this would occur. Companies acting in this manner need to be stopped. I want a FULL refund for all of the licenses I paid for in the past that no longer function or a credit for the full new version.

• Initial Complaint

  Date:03/10/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased perpetual licenses for ******************** PDF full version software back in 2013 and in 2021. One of my computers that is running a special version of Windows 10 crashed. I needed to re-install Nitro after it was repaired. The license did not work. I tried submitting a ticket that did not work. They indicated I needed to purchase a subscription, which I did, but it was the wrong software version and would not work with my Windows 10. I cancelled the subscription and it took far too long to cancel.. I tried contacting them to get my license working again for my older ********************** so I could install it. No response I called and was put on hold and no one answered. I e-mailed support and no response. In my e-mail I stated that I would even pay again for a license and I just needed my ********************** to work--but still no response. In the past a customer could call these people and would get an answer to e-mails. This seems like a scam if there is never any response back from the company--even when they are told that nobody ever responded to the questions. This problem has been going on since December, 2024. Also, note that when I had a problem in the past, I got someone to respond and they just reset the license so I could re-install it on same computer. It was no issue, but in 2024 nobody can even contact this place.

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a copy of Nitro Pro PDF software from this company:Nitro Pro ***************************************************** Said software came with a Lifetime License. As proof o my purchase, here is the serial number/activation number provided by ********************** at the time of purchase:234600-717587-716539 I have recently purchased a new computer and am in the process of moving all software to the new computer. Every piece of software except Nitro Pro PDF has been successfully moved. Although Nitro Pro PDF would operate correctly on the new computer, the company refuses to activate the software despite repeated contacts to tech support and a letter to their President (which went unanswered).The claimed reason for refusing to activate the software is that the company retired their online activation server. Through no fault of my own, I am therefore left with software that is useless.The company refused both of my proposed solutions:1. Provide me with a way to tell the software (offline) that it is activated, eliminating the need for their online server.2. Provide me with a free copy of their software which they can *********** I purchased this software with a LIFETIME license, ********************** is fraudulently preventing me from activating that license. Please take appropriate action on this consumer complaint.

• Initial Complaint

  Date:04/30/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2018 I purchased two Nitro Productivity Suite licenses and one additional license in 2019. The licenses are for: 2018: An integrated solution that combines Nitro Pro 12 and Nitro Cloud to deliver unprecedented PDF productivity and unlimited eSignature workflows. For 2019, purchase the license is described as: The ******************** Pro you know and love, plus unlimited eSignatures and online PDF productivity with Nitro Cloud, now available in one solution.Nowhere has the purchase been identified as a monthly service for the cloud service. I am being told that the company has "decoupled" the Nitro pro and the Nitro Sign products (Sign product require the use of Nitro's CLOUD). I have other employees that utilize this same software that I told them to purchase with no issues. Nitro has been turning my service off my cloud service for several years now and I am tired of their treatment of me. I think they are discriminating against me because I am: female, have a hispanice last name and am requesting them to honor their original advertising and bill of sale.

• Initial Complaint

  Date:01/30/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought the Nitro Pro 14 software on January 7th. As of today, January 30th I have yet to be able to use the product. I have followed the "Contact us" link which is useless. I have tried to call the Nitro Software customer service number, which simply puts me in an endless loop with a robotic answering service. I have tried to activate on their website and they tell me the activation server is down. In reading reviews some other customers I find that I am far from being alone with these issues. My order number From ************, the company that handles the billing for Nitro, is *********. The serial number for my product from ******************** is ******************.

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction 1st Purchase - 03/14/2021 - $173.09 - Lost computer files - rebooted - had to repay for software 2nd Purchase - 06/04/2023 - $161.99 - Current purchase using - looking for other softwares as they don't honor the agreement. (SIDE NOTE: They are now monthly service software - i guess they seen the amount of scamming to be hard to keep up with and so they moved to monthly)What the business committed to provide 1st lie: Being told that you're buying a one time purchase. 2nd lie: You can access it anytime if you need to redownload. What the nature of the dispute is Paying 2 times for a one time product.Whether or not the business has tried to resolve the problem.Directly they deny indirectly they defected us to another company and that company was able to share that we can go to another website and use the software (deflection to a lie)If the issue involves advertising, when and where the ad was seen or heard NOT ONE TIME - LOOSE THE ******* COMPUTER CRASH - YOUR PAYING MORE!

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 17, 2023, I bought a license to **********************, Inc.'s "Nitro Pro" software for $179.99. This past weekend, I noticed that an update was available at the company's website, downloaded it and installed it. Having installed the updated software, I found myself in a "14 day free trial," invited to pay for a license. I tried to activate my license by entering the serial number the company provided me and was rejected. The company appears to have no customer service at all. An attempt to send a message to sales went unanswered. I am concerned that in a few days, Nitro Pro will turn the $179.99 investment in a permanent license into the purchase of a four-month license by disabling my access to the ********************** I licensed and refusing to respond. It seems to me that I should either be refunded the license fee or allowed to use the **********************. Either is OK with me although after this experience I confess that I'd probably be more satisfied with a refund that would allow me to stop doing business with these people.

• Initial Complaint

  Date:01/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Nitro PDF Pro 13.70.2.40 a little over a month ago. It consistently freezes and crashes and some key features don't work. I have reached out to Nitro and all they do is refer you to articles on their website. I've read and tried all suggestions related to this issue to no avail. I've submitted inquires online and no one responds. You cannot call them for help. The live chat is ********** people and they just give me the articles I've already tried. I have tried everything to get help from them. I have even asked if an older version is more stable. When the program works it offers all the features I need. Its not working. I need to connect with their IT department, but the regular channels do not yield a result.