Complaints

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:11/25/2025

  Type:Service or Repair 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.

  Impossible to activate perpetual license key and there is no way to contact this company via their website, phone or other means to enable this activation.

  Business Response

  Date: 11/25/2025

  Hi ******,

  Sorry to hear you've been having difficulty getting in touch with Nitro Support.

  Your Nitro PDF Pro 13 license (serial# ******************* appears to be active.

  I recommend reinstalling Nitro PDF Pro. The Pro 13 installer can be downloaded at: ****************************************************************************; (Please ensure you are downloading the Pro 13 version.)  When prompted to activate your installation, please use serial number ******************.

  If you are still having problems activating Nitro PDF Pro, please reach out to me directly and I'll connect you with a Nitro support *** who can assist.

  We have a self-serve reactivation portal, if your Nitro PDF Pro ************************* the future:  ************************************************************;

  Thank you,
  
  ********
  SVP, Customer Experience
  ********************
  **********************************************************************************

   

  Customer Answer

  Date: 11/26/2025

  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.

  It is unbelievable, that this "company" by default attempts to force their perpetual licenses owners to buy into a subscription instead of providing the activation link that was shared in the response. A very, very shady business practice.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:10/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 perpetual license from ********************, which means I paid for lifetime access to the productnot a subscription. However, like many others who have filed complaints with the BBB, Nitro has effectively revoked access to the version we rightfully purchased by disabling or restricting its use. Despite multiple attempts to contact them, they have stopped responding to my messages.Nitro has the ability to honor these perpetual licenses and restore access to the product, yet they are choosing not to. This practice is misleading and unfair to customers who made a one-time purchase in good faith.

  Business Response

  Date: 10/31/2025

  Hi ****,

  We appreciate the trust you have placed in Nitro over the years, and we are grateful for the partnership. We genuinely want to do right by our customers and find a fair and reasonable resolution.
  
  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. Our perpetual product requires ongoing activation via licensing servers hosted by a third-party, and those servers have been taken offline, resulting in the deactivation of licenses.
  
  Nitro moved to a subscription licensing model several years ago, so do not have a replacement perpetual product that we are able to offer, but would like to offer you a free 3-year subscription to replace your legacy Nitro PDF Pro license purchased in 2012. (There is absolutely no commitment or obligation to renew the subscription after the 3-year period.)  
  
  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  1. Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  2. Access to all product updates and security patches
  3. Access to new features and functionality
  4. 24x7 customer support, 365 days a year
  
  Please let us know if you would like to proceed with the complimentary 3-year Nitro PDF subscription.
  
  Thank you,
  
  ******** ******
  SVP, Customer Experience
  Nitro

• Initial Complaint

  Date:10/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  The company forcefully ended perpetual licenses on working **********************, forcing them back into trial mode despite lifetime licenses. This was not a security issue as they like to claim. It was instead a way to try to push prior customers into an unwanted subscription model. These were one-time licenses. If they wanted to disable their activation server, that's fine. But then they should have pushed an update that no longer required those purchased licensed versions to try to connect to those servers. These were not subscriptions that should ever require new purchases unless a customer chooses to upgrade for additional features (not necessary in this case for many). I've also seen company representatives here on the BBB site respond to consumers saying they don't have a perpetual license available anymore that they can move these customers to. So they only offer discounts on subscriptions or free 3-year subscriptions. This is not acceptable. And it is not true. As can be seen at the below link, they offer a one-time purchase option called Nitro PDF Classic. ************************************************************************* There are only two acceptable resolutions:1. Enable customers to continue to use the perpetual licensed versions they've purchased by enabling a workaround to the activation issues 2. Providing customers deprived of the ********************** and licenses they've purchased with an in-kind substitution at no additional cost (in this case the one-time Nitro PDF Classic version, and not a subscription). The company should also cease messaging attempting to force past customers of perpetual licenses to "upgrade" to subscriptions models in direct contrast to the license type they chose to purchase, compared to subscriptions offered by competitors. At a bare minimum, they should offer a deeply discounted one-time license, rather than only offering discounts on future subscriptions requiring ongoing payments.

  Business Response

  Date: 10/31/2025

  Hi ********,

  We appreciate the trust you have placed in Nitro over the years, and we are grateful for the partnership. We genuinely want to do right by our customers and find a fair and reasonable resolution.
  
  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. Our perpetual product requires ongoing activation via licensing servers hosted by a third-party, and those servers have been taken offline, resulting in the deactivation of licenses.
  
  Nitro moved to a subscription licensing model several years ago, so do not have a replacement perpetual product that we are able to offer, but would like to offer you a free 3-year subscription to replace your legacy Nitro PDF Pro license purchased in 2012. (There is absolutely no commitment or obligation to renew the subscription after the 3-year period.) "Nitro Classic" is not a perpetual product -- it is a 3-year subscription. Customers who purchase ******************** Classic will have the option to renew at the end of the 3 year term.  

  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  1. Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  2. Access to all product updates and security patches
  3. Access to new features and functionality
  4. 24x7 customer support, 365 days a year
  

  Please let us know if you would like to proceed with the complimentary 3-year Nitro PDF subscription.
  
  Thank you,
  
  ******** ******
  SVP, Customer Experience
  Nitro

• Initial Complaint

  Date:10/10/2025

  Type:Service or Repair 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 purchased a perpetual license of the product ******************** Productivity Suite which included Nitro Pro 12. Now the company has disabled and removed the ability to use this software. When I reached out to find out why I could no longer use the software I had already paid for, they told me "we are unable to continue supporting legacy versions of Nitro PDF Pro. These older versions are not patched for security vulnerabilities and may expose your organization to risk." But I was not trying to get support and neither was I worried about security risks. Their canned response sent me to a pay wall to "re-purchase" the same product again! While the updated product was offered at a discount, I am not interested in exchanging a perpetual license for perpetually paying them a subscription. This is not the actions of a reputable business and is likely actionable. As a business they had numerous options to honor the perpetual licenses, and instead chose the most onerous for their clients but most lucrative for themselves - forced new payments. Now I am forced either to pay them again or pay someone else for a solution I had already purchased.

  Business Response

  Date: 10/14/2025

  Hi ***,

  We appreciate the trust you have placed in Nitro over the years, and we are grateful for the partnership. We genuinely want to do right by our customers and find a fair and reasonable resolution.
  
  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. Our perpetual product requires ongoing activation via licensing servers hosted by a third-party, and those servers have been taken offline, resulting in the deactivation of licenses.
  
  Nitro moved to a subscription licensing model several years ago, so do not have a replacement perpetual product that we are able to offer, but would like to offer you a free 3-year subscription to replace your legacy Nitro PDF Pro license purchased in 2019. (There is absolutely no commitment or obligation to renew the subscription after the 3-year period.)  
  
  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  1. Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  2. Access to all product updates and security patches
  3. Access to new features and functionality
  4. 24x7 customer support, 365 days a year
  
  Please let us know if you would like to proceed with the complimentary 3-year Nitro PDF subscription.
  
  Thank you,
  
  ******** ******
  SVP, Customer Experience
  ********************

  Customer Answer

  Date: 10/14/2025

  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:09/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Worst customer service of any business I have ever contacted. Impossible to reach. I have purchased NitroPDF for a few years. Recently got error message that my version is no longer supported. I believe they charged me unauthorized upgrade, but I cannot find a new serial/activation number. I tried to reach them several times/ calls/support. No luck. I want to cancel any further charges for myself or wife. I simply cannot reach a live person, find out the data and move on.

  Business Response

  Date: 09/29/2025

  Hi *****,

  I'm very sorry to hear that it has been so challenging to reach Nitro Support.

  Please reach out to me directly and I will ensure you get the support you need.

  To confirm, there have been no charges to your account.  The last charge was for $39.99 in 2021 for a license upgrade.

  My direct contact information is below.
  
  Many thanks,

  ******** ******
  SVP, Customer Experience
  ********************
  **********************************************************************************
  

   

• Initial Complaint

  Date:08/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 license of ******************** Pro 9 from ********** back in 2019 or so, and has been using it since without any issue. Recently, I was trying to deactivate it on my old laptop and re-activate it again on my new laptop. The software wouldn't allow me to deactivate it from the old laptop. I also couldn't activate it on the new laptop with the same series number. I tried to submit a ticket to resolve it, but failed. As soon as their support website detected that I owned an older version license, they didn't allow me to submit a support ticket, but forcing me to upgrade to a newer subscription-based license. I just want to use the same old-version software that I purchased and owned. I believe it is unfair for me to be forced to spend more money on upgrades that I don't need.

  Business Response

  Date: 08/27/2025

  Hi ****,

  Hope you are well.

  Nitro has never sold our products on **********. Unfortunately, this sounds like this was an unauthorized seller that has no affiliation with Nitro. We have no record of this purchase anywhere in our systems, which is why you were unable to contact Nitro Support directly. 

  Nitro moved to a subscription licensing model several years ago, so do not have a replacement perpetual product that we are able to offer, but would like to offer you a 70% discount on the latest subscription version of Nitro PDF Pro, which equates to $50 USD/year for 3 years.

  This version of Nitro PDF Pro is a significant upgrade and includes:
  1. Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  2. Access to all product updates and security patches
  3. Access to new features and functionality
  4. 24x7 customer support, 365 days a year

  Since the unauthorized purchase was made on **********, I would recommend contacting ********** and requesting a refund for a potentially fraudulent transaction. We do not have any authorized resellers of Nitro products on **********.

  Please let us know if you would like to proceed with the discounted 3-year subscription and I will send you a link to redeem the offer.
  
  Thank you,
  ******** ******
  SVP, Customer Experience
  ********************

   

• Initial Complaint

  Date:08/21/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 perpetual license for ******************** PDF Pro 10 for $119.99. The company sold this as a one-time purchase, but later pushed updates that deliberately disabled the product and forced customers into a subscription model. Their stated reason, to uphold our commitment to security, it is necessary to phase out the use of deprecating technology is not a valid justification for pulling a perpetual license. A perpetual license means ownership. The company does not have the right to remotely disable software I paid for. This is a violation of basic ownership, and a bait-and-switch. Our transaction was complete. I do not want a discount or a subscription offer. I am requesting a full refund of $119.99. An "upgrade" to a subscription model, or a discount solution will not work for me; our transaction was complete.

  Business Response

  Date: 08/25/2025

  Hi ***,
  
  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 find a fair and reasonable resolution.
  
  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. Our perpetual product requires ongoing activation via licensing servers hosted by a third-party, and those servers have been taken offline, resulting in the deactivation of licenses.
  
  ******************** moved to a subscription licensing model several years ago, so do not have a replacement perpetual product that we are able to offer, but would like to offer you a free 3-year subscription to replace your legacy Nitro PDF Pro license purchased in 2018. (There is absolutely no commitment or obligation to renew the subscription after the 3-year period.)  
  
  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  1. Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  2. Access to all product updates and security patches
  3. Access to new features and functionality
  4. 24x7 customer support, 365 days a year
  
  Please let us know if you would like to proceed with the complimentary 3-year Nitro PDF subscription.
  
  Many thanks,
  ******** ******
  SVP, Customer Experience - ********************
  **********************************************************************************

  Customer Answer

  Date: 09/01/2025

   
  Complaint: 23777782
  
  I am rejecting this response because:

  I made a purchase, the product I purchased was revoked. I understand that you don't have a perpetual model anymore; I'm not asking for one. Nitro pulled the license I bought, so I'd like the refund for the product I paid for. 

  Sincerely,
  
  *** ******

• Initial Complaint

  Date:08/16/2025

  Type:Service or Repair 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 purchased Nitro Productivity Suite May 23, 2019 for 176 CAD. Nitro has since shut down my software due to what I feel are "invented" security concerns. Any tickets I entered to get help is responded to with the registration is no longer valid or it sends me to FAQ page. I spent over an hour trying to get this resolved, customer service is terrible. I feel abandoned and not listened to.

  Business Response

  Date: 08/17/2025

  Hi *****,

  We apologize for your experience with Nitro Support. Our support case handling processes were not followed -- I'm so sorry you got the run-around and were not able to get the information you needed.  We never want our customers to have this type of support experience.

  Nitro moved to a subscription licensing model several years ago, so do not have a replacement perpetual product that we are able to offer, but would like to offer you a free 3-year subscription to replace your legacy Nitro PDF Pro license purchased in *********** is absolutely no commitment or obligation to renew the subscription after the 3-year period.)  The subscription product needs to be activated online, but it is still a desktop product and does not require you to be online while using it.
  
  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  1. Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  2. Access to all product updates and security patches
  3. Access to new features and functionality
  4. 24x7 customer support, 365 days a year
  
  Please let us know if would like to proceed with the complimentary 3-year Nitro PDF subscription.

  Many thanks,
  ******** ******
  SVP, Customer Experience
  ********************
  **********************************************************************************

  Customer Answer

  Date: 08/19/2025

  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:08/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 a long time user of the ******************** PDFs **********************. Including v 6, 9, 11, and 12. The company recently crippled software versions pre v 12 for those with a perpetual license to their **********************. The company states that this is for quality and security reasons, and further states that anywhere from 2 or more years is a "long time" for software to be supported. I believe that both statements are made at the risk patronizing long term customers. The company did not identify any specific vulnerability in the software primary to the summary announcement that they would cripple the software. Moreover, companies stop "supporting" software all the time but do not take actions to cripple working desktop software and demand the user pay for upgrade for continued use. This is more than inconvenient when considering that this is "productivity software" which is used for work personal or business. While the company has offered free upgrades to a 3-year license of the new ********************** this does not address the fundamental issue of honoring the original perpetual license. This is an issue of ethics and trust. Documentation of previous license for validation of this complaint can be found in the Account/Order/Tracking Number field.

  Business Response

  Date: 08/25/2025

  Hi *******,

  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 find a fair and reasonable resolution.
  
  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. Our perpetual product requires ongoing activation via licensing servers hosted by a third-party, and those servers have been taken offline, resulting in the deactivation of licenses.
  
  ******************** moved to a subscription licensing model several years ago, so do not have a replacement perpetual product that we are able to offer, but would like to offer you a free 3-year subscription for two users to replace your legacy Nitro PDF Pro licenses purchased in 2011 & 2017. (There is absolutely no commitment or obligation to renew the subscription after the 3-year period.) 
  
  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  1. Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
  2. Access to all product updates and security patches
  3. Access to new features and functionality
  4. 24x7 customer support, 365 days a year
  
  Please let us know if would like to proceed with the complimentary 3-year Nitro PDF subscription for 2 users.

  Many thanks,
  ******** ******
  SVP, Customer Experience - ********************
  **********************************************************************************

  Customer Answer

  Date: 09/26/2025

  My original request stated the following: 
  
  "I request that I be provided with a free upgrade to the current 3-year license
  AND documentation in e-mail allowing for access to free uncrippled multiyear
  licenses at no cost."

  
  

  The second part of my resolutions was not addressed and reviewing it may have been unclear what I was requesting:
  
  

  To clarify, "AND documentation in e-mail allowing for access to [future] free uncrippled multiyear
  licenses at no cost [for the current version or best equivalent]" 

  
  

  Thanks, 

  ******* ********

  Business Response

  Date: 09/29/2025

  Hi *******,

  Thank you for your response.  It truly pains us to disappoint our customers. Thank you for your understanding and working with us, even though this solution falls short of your expectations.
  
  I have submitted a request to activate your free 3-year Nitro PDF subscription for two users.  Please watch for two separate emails over the next 72 hours:
  1.  An email with the subject Welcome to Nitro which includes the Nitro PDF Pro installers & account set-up info (this is also your documentation of the 3-year subscription)
  2.  An automated email with the subject Activate Your Account that includes a link to activate your Nitro Account you will be prompted to create a password. 
  
  No license or serial number is needed.  After activating your account, you will just need to sign-in using your email address and the password you created. More details can be found at:  **********************************************************.
  
  Please let me know if you dont receive both emails. 
  
  Thank you for your ongoing partnership.
  
  Many thanks,
  ********

  ******** ******
  SVP, Customer Experience - ********************
  **********************************************************************************

  Customer Answer

  Date: 09/30/2025

   
  Complaint: 23740240
  
  I am rejecting this response because: The response indirectly addresses the request and them attempts to force a resolution onto the customer. I did not agree to the partial resolution. As a result I am now requesting that Nitro provide documentation (via the licensing agreement) that they are allowed to inactivate my perpetual license I paid for and not provide an equivalent solution long term solution, OR as requested before provide "documentation in e-mail allowing for access to [future] free uncrippled multiyear licenses at no cost [for the current version or best equivalent]." 
  
  Sincerely,
  
  ******* ********

  Business Response

  Date: 10/06/2025

  Hi *******,

  I'm sorry we are unable to reach a satisfactory resolution.  Nitro moved to a subscription licensing model many years ago -- we do not have a replacement perpetual product to provide to you. 

  The offer for the free 3-year subscription and upgrade to the latest version of Nitro PDF Pro is still available.  I have resent the invitation to activate your subscription account. Please watch for an email with the subject "Activate your Account". If you choose to accept the offer, the link to activate your subscription will be valid for 7 days.

  Thank you for your continued partnership.

  ********

• Initial Complaint

  Date:08/10/2025

  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 ******************** Pro version 12 software. The software creates, edits, and prints PDF documents. I originally purchased the software at retail price in 2012, and then paid retail price for an upgrade in 2018 (Both transactions were handled by Cleverbridge).Nitro Software has recently made version 12 unusable by de-activating the software's license, attempting to force me to pay a third time for a product I've already purchased. They claim they are unable to re-activate the original license, and have refused to provide a replacement at no cost, thereby violating the terms of their original license(s).This is certainly unethical behavior, and I believe illegal as well.

  Business Response

  Date: 08/14/2025

  Hi ****,

  Thank you for reaching out.

  I also responded directly to your Nitro support case (#******) submitted on June 30, 2025.
  
  First of all, I would like to apologize for the inadequate response you received to your support case -- the response was unacceptable and did not follow Nitro's support protocols or demonstrate our commitment to our customers. We genuinely want to do right by our customers and find a fair and reasonable resolution. 

  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. Our perpetual product requires ongoing activation via licensing servers hosted by a third-party, and those servers have been taken offline by our vendor, resulting in the deactivation of licenses.

  ******************** moved to a subscription licensing model several years ago, so we do not have a replacement perpetual product that we are able to offer, but would like to offer you a free 3-year subscription to replace your legacy Nitro PDF Pro license purchased in 2012. (There is no obligation or commitment to renew your subscription after the 3 year term.)
  
  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 Nitro PDF subscription. 

  Thank you,

  ******** ******
  SVP, Customer Experience, ********************
  **********************************************************************************

  Customer Answer

  Date: 08/20/2025

  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,
  
  **** *********