Pdf file could not have been converted to docx

I don't get any results, just (in german) that the file could not have been converted to docx by Adobe ExportPDF.
It's 16 pages, 4.6 MB. At least the service could make a mess out of it, but it doesn't do nothing though I paid 20 bucks for it.
Why is this happening? What can I do either to solve the problem of get my money back?

And the answer is to this FAQ is ...
Don't start the conversion right out of adobe reader.
But: go to the website, upload your file and everything works smoothly.
Yes, go to https://exportpdf.acrobat.com/app.html ...
not a very complicated but too complicated to know for the german support helpline

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