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Support
Frequently Asked Questions

Account Management

    • The following support resources are available to all Nitro customers:

      • Community Forum: Hosts a large selection of useful user topics and gives customers the opportunity to post questions and suggestions for product improvements. The Community Forum is the perfect platform for connecting with other Nitro Pro users, as well as our support team, ensuring activation or installation related questions are addressed. Creating a Nitro account is easy, free, and takes only a few steps.
      • Knowledge Base: Includes a variety of articles that cover all common product questions and steps to resolve issues across Nitro solutions.
      • User Guides:Shares details about the functionality and features of our solutions.
      • Video Library: A collection of helpful video guides to assist you with Nitro product features and functions.
      • License Portal: One centralized place to reset your activations if you’re a perpetual (not subscription) customer who purchased a Nitro PDF Pro license via our website.
      • Support Ticket Form: Business customers (those who purchased via our sales team vs. via our website and have a business contract) can submit a support request, along with those customers who purchased subscription licenses via the Nitro website.

    • Communicating via email expedites troubleshooting by providing a more efficient way to share files and screenshots.

    • Activating a single perpetual (not a subscription) or business user perpetual license of Nitro PDF Pro:

      • Open the program and select Help » About Nitro PDF Pro » Activate.
      • Enter your 18-digit serial number and click Activate.

      For more information and a step-by-step guide, see our Knowledge Base article.

      Activating a subscription, Nitro Licensing System (NLS) version of Nitro Pro:

      • All Nitro accounts must be set up through the Nitro Admin portal. To set up a Nitro account before activating the NLS version of Nitro PDF Pro, please contact your designated Nitro Admin at your organization.
      • To activate your copy of Nitro PDF Pro, simply open the program and click on ‘Sign-in Option’ in the upper right corner of the program window and then enter your credentials (email and password) in the log-in window.
      • For more information and a step-by-step guide, see our Knowledge Base article.

      Activating your Nitro enterprise license:

      • To activate your copy of Nitro PDF Pro, simply open the program and select Help » About Nitro PDF Pro » Activate.
      • In the activation window, please enter your license information, which includes your first and last name. Then, click Load from File » select your lic. file and click Activate.

      For more information and a step-by-step guide, see our Knowledge Base article.

    • We are no longer able to support Nitro PDF Pro version 12 (or older) and consequently this may cause issues with re-activating your software.

      To ensure ongoing support, we recommend upgrading to the latest Nitro PDF Pro.

      If you still have trouble activating Nitro PDF Pro, please visit our Knowledge Base for a list of possible errors and steps to resolve them.

    • Please note that the Nitro License Portal is only valid for Nitro PDF Pro perpetual* single user licenses purchased through our website.

      *Perpetual refers to a one-time purchase, not a Nitro subscription.

      If the License Portal doesn’t solve your activation issue, please leave a post on Nitro’s Community Forum and one of our support representatives will be happy to assist you.

    • Nitro offers a range of accessibility tools that comply with the WCAG 2.1 and PDF/UA standards, ensuring PDF documents are accessible to people with disabilities, including those who use screen readers and other assistive technologies.

      See a full list of our accessibility features here.

    • If you belong to an organization that has a business contract with Nitro, or you purchased two or more subscription licenses of Nitro Pro through our website, you can report a bug or request a feature by submitting a support ticket.

      Alternatively, if you own a perpetual* license of Nitro PDF Pro, you can let us know about an issue you’re experiencing with your Nitro product in our Community Forum.

      *Perpetual refers to a one-time purchase, not a Nitro subscription.

      You can also use the Community Forum to submit ideas for features and product improvements you’d like to see.

    • Online orders of Nitro PDF Pro are processed (payment and order fulfillment) by our partner, Cleverbridge, Inc. (350 N Clark, Suite 700, Chicago, IL 60654, United States).

      All purchase information is therefore received from Cleverbridge, not Nitro.

    • You may be approved for a refund if one of the following conditions applies:

      • The product is proven to be defective by Nitro’s technical support department.
      • Accidental duplicate orders were proven to be made at Nitro’s online store.
      • If you cancel within fourteen (14) days of your initial paid order.

      While these conditions are guidelines, all refunds are made at Nitro’s sole discretion or as otherwise required by law. Please see here for a detailed overview of our refund policy.

Nitro Pro & Pro Business Subscription

    • Your subscription to Nitro Pro includes access to our PDF and eSign solutions, software integrations, advanced security and 24/7 support.

      Our advanced eSign solution, Nitro Sign Premium, is available as a separate solution.

      Nitro Analytics is also included, which enables you to track ROI, usage and sustainability metrics such as how many trees you have saved by using Nitro solutions.

      See a full list of Nitro Pro features here.

    • A Nitro Pro subscription is ideal for individuals and small teams of 1-20 users, offering an all-in-one subscription with advanced features to edit, convert, secure, fill, sign and share PDFs across multiple devices.

      Nitro Pro Business is a subscription option for larger teams (21 or more users) and organizations. It includes all features in Nitro Pro for PDF editing and unlimited eSigning, plus advanced features, unlimited templates, SSO, analytics and integrations.

      See our plans & pricing here.

    • Nitro Pro is available in the following languages:

      • English
      • French
      • German
      • Italian
      • Dutch

PDF Editor

    • Yes! You can try Nitro PDF Pro free for 14 days, with no credit card required.

      You’ll have full access to the software with no features locked for the entirety of your trial, and you won’t be charged when it ends.

    • No credit card is required for the Nitro PDF Pro free trial.

      You will not be auto-billed at the end of the trial period unless you choose to purchase Nitro PDF Pro after your free 14 days.

eSign

    • Nitro Sign Premium is an eSignature platform that is not included within Nitro Pro or Pro Business, and is available as a separate solution.

      Nitro Sign Premium is a high-trust, secure and compliant eSign solution best suited for organizations sending documents into highly regulated regions such as eIDAS in the EU.

      Nitro Sign Premium core features include digital signature and certificates, identity authentication, advanced workflows, integrations and API.

      For more information about Nitro Sign Premium pricing, contact our sales team.

    • Nitro Pro is a comprehensive PDF editing software equipped with a wide array of tools and features tailored to meet various document management needs. Its functionalities include the ability to electronically and digitally sign unlimited PDF documents.

      Nitro PDF Pro offers basic eSigning capabilities, whilst Nitro Pro Business provides more advanced eSign features such as bulk signing.

      Nitro Sign Premium is a dedicated electronic signature solution that provides advanced security, compliance, and additional features for organizations working in, or with, highly regulated eSign regions such as the EU.

      Beyond basic signing capabilities, Nitro Sign Premium also offers qualified eSignatures with enhanced security, regional compliance, and a range of supplementary tools tailored specifically for electronic signature workflows.

      Nitro Sign Premium also provides seamless integration with other software solutions and offers an API for further customization and scalability.

      Learn more about Nitro Sign Premium.

    • We offer full product demos, delivered by our Nitro eSign experts, who will take you through product features, functions, and everything you need to know about security, compliance, and software integrations for signing.

      Request a Nitro Sign Premium demo for your team today.

    • Support Microsite: Our dedicated Nitro Sign Premium support microsite contains demos, step-by-step instructions on how to tailor your environment, and links to helpful resources.

      • Support Microsite: Our dedicated Nitro Sign Premium support microsite contains demos, step-by-step instructions on how to tailor your environment, and links to helpful resources.
      • User Guides: These contain further information about the functionality and features of Nitro Sign Premium.
      • Video Library: A collection of helpful video guides to assist you with Nitro Sign Premium's workflows.
      • API Documentation: Detailed instruction on how to use an API with Nitro Sign Premium.
      • Submit a Support Ticket: Customers can contact our support team directly by submitting a ticket.

Analytics

    • Nitro’s Analytics tool allows you to track, measure and prove essential metrics such as ROI, organizational sustainability and total costs saved, allowing you to make decisions driven by data.

      For more information on how to use the powerful analytics tool to create actionable insights, please see our Knowledge Base article here.

Knowledge Assistant

    • Nitro’s Knowledge Assistant is an AI-powered assistant designed to provide comprehensive answers to questions about Nitro products and services in a chat interface. It's available on our website and within Nitro's product suite, including Nitro PDF Pro for Windows, Mac, and iOS, and Nitro Workspace.

    • To access Nitro Knowledge Assistant from your respective products, please refer to our user guide for detailed instructions. It will walk you through the steps needed to access the Knowledge Assistant seamlessly from various products.

    • Nitro’s Knowledge Assistant can answer questions in English, French, German, and more than 80 other languages.

    • Nitro’s Knowledge Assistant sources information directly from Nitro’s documentation, which may occasionally contain errors or outdated details. It is provided ‘as-is’ without warranties of accuracy and should not be relied upon for legal advice. For critical matters, we recommend consulting with qualified professionals.

      Use of Nitro’s Knowledge Assistant is at your own discretion, and Nitro disclaims any liability for losses incurred from its use.

    • Use the thumbs-up or thumbs-down icons within the product interface to let us know what you think of the responses. Your input is invaluable in refining the Knowledge Assistant and helps us continually improve your experience, if you have more general feedback please submit it here.

    • If you come across inappropriate content, please report it by emailing details to privacy@gonitro.com. Our Privacy Team will investigate and handle the issue promptly.

    • The Knowledge Assistant does not require personally identifiably information (PII) to operate and it does not access your personal data. It does store questions you ask and feedback to those questions (thumps up / thumbs down) to improve results. If you type in personal data as part of a question that data will be stored as part of a question, but the personal data is not used as part of any analysis.

      For more information on Nitro’s data handling practices, please visit the Nitro Trust Center.

    • No. Nitro does not use customer data to train large language models.

      For more information on Nitro’s data handling practices, please visit the Nitro Trust Center.

    • We prioritize the security of your data with end-to-end encryption for data in transit and at rest, complemented by stringent access controls. For comprehensive insights into our security practices, visit the Nitro Trust Center.