ExportPDF Convert button grayed out

Two days ago my company paid for a subscription to ExportPDF. But when I open a document in Acrobat 11.0.06 and sign in, the Convert To: option button and the Convert button are grayed out. Nothing works, no error messages, no indication of any problem. The product indicates that we paid for 12 months of unlimited conversions of PDF to Word, Excel, and maybe RTF, but so far this has been a waste. Three different useless chat sessions finally brought me here. Does anyone know anything useful to try?

David,
Thanks much for your reply! But unfortunately that is not the reason because as I noted above " ... when I open a document in Acrobat 11.0.06 and sign in, the Convert To: option button and the Convert button are grayed out."
I have also tried to use ExportPDF from the web tool, same result.
Here is what happens.
I open any PDF I'd like to convert. In the Tools panel on the right, I toggle open ExportPDF. At this point, the Convert To: and Convert buttons are available. If I click either one, I get the notice that this requires a Paid Account and to Sign Up Now. Since I have already paid, I close that and go to the little blue Sign In link at the upper right corner.
A Sign In box pops up asking for my password as my Adobe ID email address is now prepopulated. I enter my password and get logged in as indicated by the username at the upper right.
BUT the Convert To: and Convert buttons in the ExportPDF panel are still grayed out and now there is the light blue box that indicates this requires a Paid Account and I need to Sign Up Now. So you see this is an endless loop to nowhere. (Same thing happens on the web, constantly prompted to pay, even though I already have.)
My guess is that the system has failed to register that I am a paid user. Can you unstick this and make it work correctly?
It's now been about a week since we paid, the option does not work, and I believe this is something simple. I need to be able to use this as Adobe advertises or request a refund.
Thanks,
Charlie

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