How to get Adobe PDF converter to work?

Bought this a few hours ago and it starts the process (have tried it on 2 different documents) and then I get an error message telling me it
isn't working. HOW DO I GET THE SYSTEM TO WORK?
Any suggestions?

Good day Symmachus1,
We had an account provisioning issue that may have affected you too during this time frame. Are you able to access the service now?
We apologize for the inconvenience this has caused you.
-David

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