Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Computer Software Developers

Nitro Software Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Computer Software Developers.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 15 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.

Sort by

Complaint status

Complaint type

  • 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.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.