I have a subscription ... but is only showing I have a 'free account'

I have a 12 month Adobe pdf pack subscription and have been using for 9 months.  For some reason I am no longer able to access and am prompted to 'Subscribe Now'. Technical support have not been able to resolve; they have run the creative cloud cleaner tool. I've cleared browing history in MS Edge and Chrome, opened in incognito mode, logged on using a different computer, but nothing makes a difference.

Please help someone ... I'm desperate for a solution.