I paid for a monthly plan and yet I cannot convert files. When I try all I get is an upgrade page.

[lydiah37278012]

I have paid for a monthly plan and I have been able to convert word to pdf.

When I try now all I get is a UPGRADE  request and I cannot convert to PDF.

Is this a way of getting more money and no service.

[Sara_Forsberg]

Hi lydiah37278012,

I've checked your account, and all is well there. If you're still unable to log in, please clear the browser cache, and the log back in to https://cloud.acrobat.com using a supported web browser (see System Requirements | Adobe Acrobat Pro and Online Services).

Also, make sure that you're using the same email address/Adobe ID that you used when you signed up for your subscription (I found your subscription tied to the same email address/Adobe ID that you use here in the forums).

Please let us know how it goes.

Best,

Sara

[lydiah37278012]

No it did not work.

I get the message when I click on convert"an error occurred while trying to access the service."

I have downloaded a free trial and that worked.

How can I get my reader XI to work

[Sara_Forsberg · Accepted solution]

Hi lydiah37278012,

I see--you're accessing the service via Adobe Reader. Have you tried it via the web interface (https://cloud.acrobat.com)? The error that you describe has been reported with the most current version of Reader, and it's been reported to engineering. If you're still having trouble accessing your subscription via Reader, please try the web interface. You should not have any trouble logging in there.

Best,

Sara