Can't convert adobe to word

I just bought the basic service in order to convert file from Adobe to word and I cannot convert my first file. I keep being offered to buy the service again or I a pop up shows stating that there is a technical. Please advise what to do. NS

How do you convert: from Adobe Reader, or directly at the website https://cloud.acrobat.com/exportpdf ?
Are you signed-in with your Adobe ID?
[topic moved to Acrobat.com Services forum]

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