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Business Profile

Computer Software Developers

Nitro Software Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

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

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    Customer Complaints Summary

    • 10 total complaints in the last 3 years.
    • 9 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/30/2025

      Type:Product Issues
      Status:
      Resolved
      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:
      Answered
      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:
      Resolved
      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:
      Resolved
      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:04/30/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In 2018 I purchased two Nitro Productivity Suite licenses and one additional license in 2019. The licenses are for: 2018: An integrated solution that combines Nitro Pro 12 and Nitro Cloud to deliver unprecedented PDF productivity and unlimited eSignature workflows. For 2019, purchase the license is described as: The ******************** Pro you know and love, plus unlimited eSignatures and online PDF productivity with Nitro Cloud, now available in one solution.Nowhere has the purchase been identified as a monthly service for the cloud service. I am being told that the company has "decoupled" the Nitro pro and the Nitro Sign products (Sign product require the use of Nitro's CLOUD). I have other employees that utilize this same software that I told them to purchase with no issues. Nitro has been turning my service off my cloud service for several years now and I am tired of their treatment of me. I think they are discriminating against me because I am: female, have a hispanice last name and am requesting them to honor their original advertising and bill of sale.

      Business Response

      Date: 07/28/2025

      Hi *******,

      It was just brought to our attention that you submitted a complaint with the Better Business Bureau (BBB) in April 2024. Sincerest apologies that this complaint was not addressed at the time it is embarrassing to be responding so long after the fact.  Nitro went through some organizational changes and the phone number and email address that had been provided to the BBB were no longer in use, so Nitro did not receive any of the BBB communications.  

      We sincerely apologize for the challenges you experienced getting a response from Nitro Support.  I have added Premium Support to your account so you will have direct access to Nitro Support in the future.  (And my direct contact information is below, if you are ever not able to get the help you need in the future.)

      In addition, we would like to offer you a free 3-year subscription for Nitro PDF Pro & Nitro Sign Standard for 3 users to replace your legacy licenses purchased between 2013 - 2019. We no longer offer a perpetual version of Nitro PDF Pro, but the modern subscription experience offers a more secure, flexible, and feature-rich solution for our customers.  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
      Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
      Access to all product updates and security patches
      Access to new features, including our latest AI-powered tools
      24x7 customer support, 365 days a year

      We appreciate the trust youve placed in Nitro over the years, and we genuinely want to do right by our customers.  Please let us know if would like to proceed with the complimentary 3-year subscription.

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

    • Initial Complaint

      Date:01/30/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I bought the Nitro Pro 14 software on January 7th. As of today, January 30th I have yet to be able to use the product. I have followed the "Contact us" link which is useless. I have tried to call the Nitro Software customer service number, which simply puts me in an endless loop with a robotic answering service. I have tried to activate on their website and they tell me the activation server is down. In reading reviews some other customers I find that I am far from being alone with these issues. My order number From ************, the company that handles the billing for Nitro, is *********. The serial number for my product from ******************** is ******************.

      Business Response

      Date: 07/28/2025


      Hi ****,

      It was just brought to our attention that you submitted a complaint with the Better Business Bureau (BBB) in January 2024. Sincerest apologies that this complaint was not addressed at that time it is embarrassing to be responding so long after the fact.  Nitro went through some organizational changes and the phone number and email address that had been provided to the BBB were no longer in use, so Nitro did not receive any of the BBB communications.  

      We sincerely apologize for the challenges you experienced getting a response from Nitro Support.  I have added Premium Support to your account so you will have direct access to Nitro Support in the future.  Additionally, my direct contact information is below, if you are ever not able to get the help you need in the future.  We appreciate the trust youve placed in Nitro over the years, and we genuinely want to do right by our customers.

      In addition, we would like to offer you a free 3-year Nitro PDF subscription for 5 users to replace your legacy licenses purchased between 2019 - 2024. We no longer offer a perpetual version of Nitro PDF Pro, but the modern subscription experience offers a more secure, flexible, and feature-rich solution for our customers.  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
      Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
      Access to all product updates and security patches
      Access to new features, including our latest AI-powered tools
      24x7 customer support, 365 days a year

      Please let us know if would like to proceed with the complimentary 3-year subscription.

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

      Customer Answer

      Date: 07/28/2025

      Better Business Bureau:

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

      Sincerely,

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

    • Initial Complaint

      Date:10/18/2023

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Date of transaction 1st Purchase - 03/14/2021 - $173.09 - Lost computer files - rebooted - had to repay for software 2nd Purchase - 06/04/2023 - $161.99 - Current purchase using - looking for other softwares as they don't honor the agreement. (SIDE NOTE: They are now monthly service software - i guess they seen the amount of scamming to be hard to keep up with and so they moved to monthly)What the business committed to provide 1st lie: Being told that you're buying a one time purchase. 2nd lie: You can access it anytime if you need to redownload. What the nature of the dispute is Paying 2 times for a one time product.Whether or not the business has tried to resolve the problem.Directly they deny indirectly they defected us to another company and that company was able to share that we can go to another website and use the software (deflection to a lie)If the issue involves advertising, when and where the ad was seen or heard NOT ONE TIME - LOOSE THE ******* COMPUTER CRASH - YOUR PAYING MORE!

      Business Response

      Date: 07/28/2025

      Hi *****,

      It was just brought to our attention that you submitted a complaint with the Better Business Bureau (BBB) in October 2023. Sincerest apologies that this complaint was not addressed at that time it is embarrassing to be responding so long after the fact.  Nitro went through some organizational changes in 2023, and the phone number and email address that had been provided to the BBB were no longer in use, so Nitro did not receive any of the BBB communications.  

      We would like to offer you a free 3-year Nitro PDF Pro subscription as token of our appreciation. (There is absolutely no commitment or obligation to renew your subscription after the 3-year period.) The subscription version of Nitro PDF Pro 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 we genuinely want to do right by our customers.  Please let us know if would like to proceed with the complimentary 3-year Nitro PDF subscription.

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

    • Initial Complaint

      Date:05/23/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On January 17, 2023, I bought a license to **********************, Inc.'s "Nitro Pro" software for $179.99. This past weekend, I noticed that an update was available at the company's website, downloaded it and installed it. Having installed the updated software, I found myself in a "14 day free trial," invited to pay for a license. I tried to activate my license by entering the serial number the company provided me and was rejected. The company appears to have no customer service at all. An attempt to send a message to sales went unanswered. I am concerned that in a few days, Nitro Pro will turn the $179.99 investment in a permanent license into the purchase of a four-month license by disabling my access to the ********************** I licensed and refusing to respond. It seems to me that I should either be refunded the license fee or allowed to use the **********************. Either is OK with me although after this experience I confess that I'd probably be more satisfied with a refund that would allow me to stop doing business with these people.

      Business Response

      Date: 07/28/2025

      Hi *****,

      It was just brought to our attention that you submitted a complaint with the Better Business Bureau (BBB) in January 2023. Sincerest apologies that this complaint was not addressed at that time it is embarrassing to be responding so long after the fact.  Nitro went through some organizational changes in 2023, and the phone number and email address that had been provided to the BBB were no longer in use, so Nitro did not receive any of the BBB communications.  

      We would like to offer you a free 3-year Nitro PDF subscription for 3 users to replace your legacy Nitro licenses purchased between 2013 - 2023. We no longer offer a perpetual version of Nitro PDF Pro, but the modern subscription experience offers a more secure, flexible, and feature-rich solution for our customers.  The subscription version of Nitro PDF Pro is a significant upgrade and includes:
      Access to the latest version of Nitro PDF Pro 14 across Windows, Mac, and iOS
      Access to all product updates and security patches
      Access to new features, including our latest AI-powered tools

      I apologize for the challenges you experienced getting a timely response from Nitro Support in the past.  Your complimentary subscription licenses will include premium access to ******************** Support, 24x7, 365 days a year.  (And my direct contact information is below, if you are ever not able to get the help you need in the future.)

      We appreciate the trust youve placed in Nitro over the years, and we genuinely want to do right by our customers.  Please let us know if would like to proceed with the complimentary 3-year Nitro PDF subscription.

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

      Customer Answer

      Date: 07/28/2025

      Better Business Bureau:

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

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:01/13/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased Nitro PDF Pro 13.70.2.40 a little over a month ago. It consistently freezes and crashes and some key features don't work. I have reached out to Nitro and all they do is refer you to articles on their website. I've read and tried all suggestions related to this issue to no avail. I've submitted inquires online and no one responds. You cannot call them for help. The live chat is ********** people and they just give me the articles I've already tried. I have tried everything to get help from them. I have even asked if an older version is more stable. When the program works it offers all the features I need. Its not working. I need to connect with their IT department, but the regular channels do not yield a result.

    Nitro Software Inc. is NOT a BBB Accredited Business.

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