Having trouble converting a pdf document to word .docx

http://answers.acrobatusers.com/ViewQuestion.aspx?tc=1811155930102109201488816&q=211509&ac tion=watchQuestion&questionId=211509&vote=1 
I bought Adobe ExportPDF, Annual membership to convert PDF documents into .docx but can't seem to do this now.
My pdf is stuck on 'Retrieving current session status' when I try to convert it to .docx. Why?

Hi Florence,
I have accessed a document however the conversion has generated this letter head... It should read JAPSER CORNER
and this signature...
So... when I used to click on the Tools button, it was very simple to convert the document. It's not so simple now - still not working.
Can you please advise me as to how to regain full operation of this Tool and Adobe product.
Can you please check that my subscription is up to date.

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