I'm subscribed to convert PDF to Microsoft word.

I'm subscribing to convert PDF to Microsoft word.  When I tell it to Export to Word it gives me the subscription screen it stops and the subscription options. I click on the subscription choice and it tells me I already have the subscription as it should.   It worked fine last year but will not work this year.  I have paid for the service again in January but It will not work.  Does anyone have any idea what is going on or how to fix it?