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: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:08/10/2025

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

• Initial Complaint

  Date:07/30/2025

  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 10 product. I have been a customer of ********************** for over 9 years. The software creates, edits, and prints PDF documents and was promoted and sold as a perpetual license. My original purchase was for $159.99 (Cleverbridge Reference #********). I only want what I purchased, which is Nitro Pro 10. However, the company has made this version unusable by creating and then pushing updates to how the software functions, ultimately forcing users like me to pay for a product I've already purchased. I am would like a refund of $159.99, as they have broken the terms of their original license which they sold to me.

  Business Response

  Date: 08/01/2025

  Hi ***,

  Thank you for reaching out.

  I also responded directly to your Nitro support case (#********) submitted on July 29, 2025.
  
  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 purchased in 2016.  
  
  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: 08/01/2025

  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:07/08/2025

  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 an owner of a licensed version of Nitro Pro 11 software. Software came with a lifetime License and a license key.. The key is validated against ***************** to confirm the license is good before the ********************** can be used. Recently, Nitro turned off their servers and I cannot not use my software any more. i filed a complaint with Nitro and they basically said the software was depreciated and can no longer be licensed to be used. I repeat, I have a 'LIFETIME' license for the **********************. They did offer a discount for their new version, but that is not acceptable. They should either honor their original commitment to me or provide a lifetime license for their new **********************.

  Business Response

  Date: 07/23/2025

  This license was purchased in January *********/2 years ago). This is an exceptionally long time for any product to remain viable without updates. While we strive to provide as much longevity as possible, no software can remain supported indefinitely. At a certain point, continuing to support legacy versions holds us back from delivering the security and performance improvements our customers deserve. 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 licenses are managed through a third-party technology partner whose platform has become increasingly outdated.

  We truly appreciate your ongoing partnership with Nitro. We would like to offer you a free 3-year subscription. The subscription version of Nitro PDF Pro is a significant upgrade and offers:
  -Access to the latest version of Nitro PDF Pro 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 for all users, whenever it is needed, 365 days a year
  
  This is not a change we take lightly. We believe the modern subscription experience offers a more secure,flexible, and feature-rich solution going forward. We genuinely want to do right by our customers and reach a fair and reasonable resolution.

  Thank you,

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

• 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:03/10/2025

  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 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.

  Business Response

  Date: 07/24/2025

  We sincerely apologize for the challenges in getting a response from Nitro Support.  
  
  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 6 users to replace the legacy Nitro PDF Pro licenses that were purchased between 2016 - 2021. We believe the modern subscription experience offers a more secure, flexible, and feature-rich solution. The subscription version of Nitro PDF Pro is a significant upgrade and includes:
  Access to the latest version of Nitro PDF Pro 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
  
  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, 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: 07/24/2025

   
  Complaint: 23044110
  
  I am rejecting this response because:

  The version of software that you supplied does not work on our version of Windows and we do not have the option of upgrading due to other proprietary software that.

  We stated that in the beginning when we tried to use a subscription.  We also stated that the reason we needed to re-install was because the hard drive crashed and the newer version did not work.  We were not asking for support or updates we were asking to re-install the software we already purchased on a machine that we already purchased it for.  We also offered to pay for the license again.

  We have been at this since December 2024 and we are just now getting a response telling us to buy a new version subscription--which was the problem to begin with? 
  
  Sincerely,
  
  *. *********

• Initial Complaint

  Date:02/28/2025

  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 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.

  Business Response

  Date: 07/24/2025

  Thank you for your message. I understand your frustration, and I want to acknowledge how disappointing it must feel to lose access to a product youve relied on for years. 
  
  We take all customer concerns seriously and are committed to acting fairly and within the boundaries of the original license terms. Over the past 11 years since your license was purchased, there have been significant changes to the environments our software depends onincluding operating systems and other third-party technologies that are now deprecated and no longer supported by their own vendors. 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 no longer offer a perpetual version of Nitro PDF Pro, but would like to offer you a free 3-year subscription to replace your Nitro Pro 9 license. We believe the modern subscription experience offers a more secure, flexible, and feature-rich solution. The subscription version of Nitro PDF Pro is a significant upgrade from Nitro Pro 9 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
  
  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. Please let us know if would like to proceed with the complimentary 3-year subscription.
  
  Thank you,
  
  ******** ******
  SVP, Customer Experience
  ********************
  

  
  

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23000705
  
  I am rejecting this response because:

  The response is wholly unacceptable.  I do not expect Nitro to warranty the operation of 11-year-old software.  I do not expect any support from Nitro for 11-year-old software.  However, I am perfectly capable of installing this software and making it operational EXCEPT that Nitro has arbitrarily disabled the activation servers, rendering the lifetime licence meaningless and unusable.

  I further reject your offer of a free three-year subscription.  This is merely subterfuge to attempt to get me to pay again (in three years) for my "lifetime license."

  The only acceptable solution is to make it possible to reactivate my current software.
  
  Sincerely,
  
  ****** *******