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:

  ResolvedMore 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.

  Business Response

  Date: 07/24/2025

  We sincerely apologize for the challenges youve had getting a response from Nitro Support the lack of communication and responsiveness is unacceptable and not aligned with our company values
  
  We appreciate the trust youve placed in Nitro over the years, and were grateful for the partnership. We genuinely want to do right by our customers and reach a fair and reasonable resolution.
  
  We no longer offer a perpetual version of Nitro PDF Pro, but would like to offer you a free 3-year subscription to replace your legacy Nitro PDF Pro license. We believe the modern subscription experience offers a more secure, flexible, and feature-rich solution for our customers.  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  Access to all product updates and security patches
  Access to new features, including our latest AI-powered tools
  24x7 customer support, 365 days a year
  
  To provide additional context, there have been significant changes to the environments our software depends on including operating systems and other third-party technologies that are now deprecated or no longer supported by their own vendors. Your Nitro license was purchased almost 13 years ago, which is an exceptionally long time for any software to continue functioning without updates. While we strive to provide as much longevity as possible, no software can remain supported indefinitely. 
  
  We are committed to finding a fair and constructive path forward, and take our responsibility to our customers seriously. Please let us know if would like to proceed with the complimentary 3-year subscription.
  
  Thank you,
  
  ******** ******
  SVP, Customer Experience
  ********************
  

  
  

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23501921. 
  The value of a 3 year subscription to the new Nitro product is a fair exchange of value for my perpetual license and I am willing to accept. 
  I find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** **********

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Business Response

  Date: 07/24/2025

  We appreciate the trust youve placed in Nitro over the years, and were grateful for the partnership. We genuinely want to do right by our customers and reach a fair and reasonable resolution.
  
  We no longer offer a perpetual version of Nitro PDF Pro, but would like to offer you a free 3-year subscription for 4 users to replace your legacy Nitro Pro 12 licenses. We believe the modern subscription experience offers a more secure, flexible, and feature-rich solution for our customers.  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  Access to all product updates and security patches
  Access to new features, including our latest AI-powered tools
  24x7 customer support, 365 days a year
  
  To provide additional context, there have been significant changes to the environments our software depends on including operating systems and other third-party technologies that are now deprecated or no longer supported by their own vendors. We take all customer concerns seriously and are committed to acting fairly and within the boundaries of the original license terms. Your ******************** licenses were purchased up to ten years ago, which is an exceptionally long time for any software to continue functioning without updates. While we strive to provide as much longevity as possible, no software can remain supported indefinitely, or guarantee ongoing development to ensure backwards compatibility with evolving systems and future technologies.
  
  We are committed to finding a fair and constructive path forward, and take our responsibility to our customers seriously. Please let us know if would like to proceed with the complimentary 3-year subscription.
  
  Thank you,
  ******** ******
  SVP, Customer Experience
  ********************
  **********************************************************************************
  

  
  

  Customer Answer

  Date: 07/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. This is a fair offer, although this is still a push for yearly subscription revenue versus selling a product and doing the absolute least to make sure the original product works as it was originally sold as. I realize technology is different, but when you buy a product (as it was orginially sold) you expect it to work as it was sold (which was sold as a working product with a one time purchase price). My vehicle doesn't stop working just because the vehicle industry has changed and/or has new regulations. Thank you for the offer and for responding. I have enjoyed using Nitro for a long time, so this was a frustrating situation. Most of us are not able to afford a 1000 different yearly subscriptions (as most have moved to this revenue system/business model), which is why that system will fail or prices will have to adjust.

  Thanks, again, for replying and for the offer. 

  Sincerely,
  
  ***** **********

• Initial Complaint

  Date:01/30/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 ******************.

  Business Response

  Date: 07/28/2025

  
  Hi ****,
  
  It was just brought to our attention that you submitted a complaint with the Better Business Bureau (BBB) in January 2024. Sincerest apologies that this complaint was not addressed at that time it is embarrassing to be responding so long after the fact.  Nitro went through some organizational changes and the phone number and email address that had been provided to the BBB were no longer in use, so Nitro did not receive any of the BBB communications.  
  
  We sincerely apologize for the challenges you experienced getting a response from Nitro Support.  I have added Premium Support to your account so you will have direct access to Nitro Support in the future.  Additionally, my direct contact information is below, if you are ever not able to get the help you need in the future.  We appreciate the trust youve placed in Nitro over the years, and we genuinely want to do right by our customers.
  
  In addition, we would like to offer you a free 3-year Nitro PDF subscription for 5 users to replace your legacy licenses purchased between 2019 - 2024. We no longer offer a perpetual version of Nitro PDF Pro, but the modern subscription experience offers a more secure, flexible, and feature-rich solution for our customers.  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  Access to all product updates and security patches
  Access to new features, including our latest AI-powered tools
  24x7 customer support, 365 days a year
  
  Please let us know if would like to proceed with the complimentary 3-year subscription.
  
  Thank you,
  ******** ******
  SVP, Customer Experience
  

  
  

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:05/23/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Business Response

  Date: 07/28/2025

  Hi *****,
  
  It was just brought to our attention that you submitted a complaint with the Better Business Bureau (BBB) in January 2023. Sincerest apologies that this complaint was not addressed at that time it is embarrassing to be responding so long after the fact.  Nitro went through some organizational changes in 2023, and the phone number and email address that had been provided to the BBB were no longer in use, so Nitro did not receive any of the BBB communications.  
  
  We would like to offer you a free 3-year Nitro PDF subscription for 3 users to replace your legacy Nitro licenses purchased between 2013 - 2023. We no longer offer a perpetual version of Nitro PDF Pro, but the modern subscription experience offers a more secure, flexible, and feature-rich solution for our customers.  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  Access to all product updates and security patches
  Access to new features, including our latest AI-powered tools
  
  I apologize for the challenges you experienced getting a timely response from Nitro Support in the past.  Your complimentary subscription licenses will include premium access to ******************** Support, 24x7, 365 days a year.  (And my direct contact information is below, if you are ever not able to get the help you need in the future.)
  
  We appreciate the trust youve placed in Nitro over the years, and we genuinely want to do right by our customers.  Please let us know if would like to proceed with the complimentary 3-year Nitro PDF subscription.
  
  Thank you,
  ******** ******
  SVP, Customer Experience
  ********************
  

  
  

  Customer Answer

  Date: 07/28/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *****

• 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.