Hey Katling,
As TestScreenName said, that to understand the issue in better manner we need the detailed information from your side about how exactly you are creating the pdf file.
The subscription you are entitled to, is Adobe PDF Pack. Adobe PDF Pack is a bundle of Adobe Document Cloud services. With it, you can easily create, combine, organize, sign, and send PDF files online. You can also convert PDF files into editable Word or Excel files.
Here is a detailed description of how you can create a pdf from different formats- Using Document Cloud Web apps and services | Adobe PDF Pack
You can access the service online via web app Adobe Document Cloud or can install the free desktop application Adobe Reader DC Adobe Acrobat Reader DC Install for all versions and access through that.
Regards,
Akanchha