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:03/12/2026

  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 for REMOVEDPDF Pro 13 on 12 April 2023 for AU$229.67 (Invoice AKD-REMOVED, Cleverbridge Ref: REMOVED). I am attempting to transfer my license to a new computer. However, REMOVED's downloads page no longer provides the installer for my purchased version. Entering my serial number on their upgrade portal only redirects to a checkout for "Nitro PDF Standard Upgrade" - an annual subscription at AU$84.70/year, increasing to AU$297.07/year from year 4. I have not deactivated on my current machine because I have no confidence I can reactivate without a download available. Nitro's support page offers no way to submit an actual ticket - it redirects to self-help, the upgrade purchase page, or a community forum. As an Australian consumer protected under the Australian Consumer Law (ACL), revoking access to a perpetual license may constitute misleading or deceptive conduct. Requested Resolution: 1) Provide a direct download link for Nitro PDF Pro 13 so I can install and activate on my new computer; OR 2) Provide a free equivalent perpetual license at no cost; OR 3) Full refund of AU$229.67.

  Business Response

  Date: 03/24/2026

  Hi REMOVED,

  Hope all is well.

  I'm sorry you had trouble finding the Nitro PDF Pro 13 for Windows installer on our website.  The Pro 13 installer can be found and downloaded at: REMOVED;

  I've verified that your serial number is active and can be used to reactive your installation of Nitro PDF Pro 13 on your new machine.

  If you have any questions or problems, please reach out to me and I'll connect you with our support team.

  Thanks,
  REMOVED
  SVP, Customer Experience - REMOVED
  REMOVED

  Customer Answer

  Date: 03/24/2026

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

• Initial Complaint

  Date:02/05/2026

  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.

  On 2/27/2018 I was sold a "perpetual" product license for the REMOVEDPDF editing software. Perpetual means that it's a one-time purchase (non-subscription model) and works indefinitely. In 2025 I attempted to use the product I had purchased and was greeted with an "Expired" product message telling me that I need to upgrade/purchase a subscription to the software to continue using. I have attempted to contact Nitro sales and Nitro support on multiple occasions to resolve this issue and have not received any response. This is an unacceptable business practice. Based on reading other complaint resolutions, I understand why Nitro has the need to switch to a subscription model, but the honorable thing to do as a business would be to offer all the PERPETUAL license holders lifetime subscriptions since they paid to use the product indefinitely.

  Business Response

  Date: 02/17/2026

  Hi REMOVED,

  
  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.
  REMOVED"="" translate="no">
  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 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.
  
  Thank you,
  
  REMOVED
  SVP, Customer Experience
  REMOVED

  Customer Answer

  Date: 02/19/2026

   
  Complaint: 24488011
  
  I am rejecting this response because:

  you seem to be able to provide a perpetual activation link to other customers. why not me/my coworkers?

  See response 11/25/25:

  Hi REMOVED,
  Sorry to hear you've been having difficulty getting in touch with Nitro Support.
  Your Nitro PDF Pro 13 license (serial# REMOVEDappears to be active.
  I recommend reinstalling Nitro PDF Pro. The Pro 13 installer can be downloaded at: REMOVED; (Please ensure you are downloading the Pro 13 version.)  When prompted to activate your installation, please use serial number REMOVED.
  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 REMOVEDwho can assist.
  We have a self-serve reactivation portal, if your Nitro PDF Pro REMOVEDthe future:  REMOVED;
  

  Thank you,
  Sincerely,
  
  REMOVED

• 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 REMOVED,

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

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

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

  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 REMOVEDwho can assist.

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

  Thank you,
  
  REMOVED
  SVP, Customer Experience
  REMOVED
  REMOVED

   

  Customer Answer

  Date: 11/26/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, 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,
  
  REMOVED

• Initial Complaint

  Date:11/04/2025

  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 purchased a perpetual license for REMOVEDPDF, which was advertised and sold as a one-time purchase providing lifetime access to the software. However, Nitro has since disabled or restricted access to the version I purchased, effectively forcing users to upgrade to a subscription plan.Despite multiple attempts to contact their support team, Nitro has stopped responding to my messages. Other customers have reported identical experiences through the BBB, indicating a pattern of similar complaints.Why This Is Unfair and Misleading:Nitro represented the software as perpetual, implying permanent use without additional payment. By later disabling access, the company has misrepresented its product and failed to deliver what was promised. This constitutes a deceptive and unfair business practice, as customers are being denied the use of REMOVEDthey legally purchased.Requested Resolution:I request that Nitro either:Honor the perpetual license by restoring full functionality and access to the version I purchased,or Provide a full refund of the original purchase price if they are unwilling or unable to restore access.Nitro has the ability to honor these licenses but has chosen not to, which undermines customer trust and violates the principle of fair dealing.

  Business Response

  Date: 11/08/2025

  Hi REMOVED,

  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.
  REMOVED, REMOVED, REMOVED; font-family: proxima-nova, Helvetica, Arial, sans-serif; font-size: 16px; background-color: rgb(235, 244, 247);">
  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,
  
  REMOVED
  SVP, Customer Experience
  REMOVED

  Customer Answer

  Date: 11/22/2025

   
  Complaint: 24103010
  
  Hi, I appreciate your goodwill gesture in offering a temporary subscription. However, since my original purchase was for a perpetual license, Id like to know whether theres an option for offline activation or a version that can be used without relying on online servers, so that I can continue using the product. .
  My needs are very basic, and the version Ive been using more than meets them. Im wondering if the 3-year subscription is the best you can do, or if theres a longer-term solution, like an offline version, perhaps?
  
  Thank you for your time. 

  
  Sincerely,

  REMOVEDrem;">REMOVED

  Business Response

  Date: 11/24/2025

  Hi REMOVED,

  Hope you are well.
  
  Nitro no longer offers an offline version of Nitro PDF Pro.  Nitro PDF Pro now requires online activation. You do not need to be online to use Nitro PDF Pro, you only need to be online to activate your account.  You will be asked to log in every few months, but you can continue to use Nitro PDF Pro offline.

  Following your approval, your 3-year subscription account will be activated within 48-hours.  Once activated, please watch for two separate emails:
  1.  An email with the subject Welcome to Nitro which includes the Nitro PDF Pro installers & account set-up info (this is also your confirmation 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.  

  The latest Nitro PDF Pro installers can be found at:  REMOVED; Please download the "EXE" version -- Nitro PDF Pro Installer (EXE).  After installing Nitro PDF Pro and activating your account, you will just need to sign-in using your email address and the password you created.  No serial number is needed.  

  If you have any problems or questions, our Support team is available 24x7 at: REMOVED;
  
  Thank you again for your ongoing partnership.

  REMOVED
  
  REMOVED
  SVP, Customer Experience - REMOVED
  REMOVED

  Customer Answer

  Date: 12/03/2025

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

  Nitro: 

  Id like to move forward and accept the 3-year Nitro PDF Pro subscription offer.
  Please proceed with the activation. Ill watch for the two upcoming emails and follow the steps to download the installer and set up my account.
  Let me know if you need anything further from me.
  Thank you!

• 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 REMOVED, 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 REMOVED,

  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.
  REMOVED, REMOVED, REMOVED; font-family: proxima-nova, Helvetica, Arial, sans-serif; font-size: 16px; background-color: rgb(235, 244, 247);">
  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,
  
  REMOVED
  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 REMOVED, 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. REMOVEDThere 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 REMOVEDand 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 REMOVED,

  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.
  REMOVED, REMOVED, REMOVED; font-family: proxima-nova, Helvetica, Arial, sans-serif; font-size: 16px; background-color: rgb(235, 244, 247);">
  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 REMOVEDClassic 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,
  
  REMOVED
  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 REMOVEDProductivity 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 REMOVED,

  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.
  REMOVED, REMOVED, REMOVED; font-family: proxima-nova, Helvetica, Arial, sans-serif; font-size: 16px; background-color: rgb(235, 244, 247);">
  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,
  
  REMOVED
  SVP, Customer Experience
  REMOVED

  Customer Answer

  Date: 10/14/2025

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

• 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 REMOVED,

  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,

  REMOVED
  SVP, Customer Experience
  REMOVED
  REMOVED
  

   

• 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 REMOVEDPro 9 from REMOVEDback 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 REMOVED,

  Hope you are well.

  Nitro has never sold our products on REMOVED. 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 REMOVED, I would recommend contacting REMOVEDand requesting a refund for a potentially fraudulent transaction. We do not have any authorized resellers of Nitro products on REMOVED.

  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,
  REMOVED
  SVP, Customer Experience
  REMOVED

   

• 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 REMOVEDPDF 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 REMOVED,
  
  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.
  
  REMOVEDmoved 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,
  REMOVED
  SVP, Customer Experience - REMOVED
  REMOVED

  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,
  
  REMOVED