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When I attempt to convert a pdf to word I'm routed to a website that asks me to pay for the service even though I've already paid.

New Here ,
Jan 09, 2019 Jan 09, 2019

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I fire up the app on my laptop, select the file to convert and then it takes me to an adobe website that only gives me options to pay. I've already paid. 

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correct answers 1 Correct answer

Adobe Employee , Jan 16, 2019 Jan 16, 2019

The email address associated with export pdf subscription is @gmail.com as you mentioned. Could you Try following troubleshooting steps:

1- Download and run cleaner tool on the machine to uninstall reader: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

2- Then download and install reader from here and try again: Adobe Acrobat Reader DC Install for all versions

Let us know how it goes.

Shivam

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LEGEND ,
Jan 10, 2019 Jan 10, 2019

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What app do you fire up?

And what is the service you've subscribed to?
Asking both questions because Adobe offer so many choices it's easy to end up in the wrong place

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New Here ,
Jan 10, 2019 Jan 10, 2019

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Hi and thanks for your response.  I think I figured it out.  I've only paid for conversion to Word and not to .ppt.  I have pay even more to convert to .ppt?  Really???

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Adobe Employee ,
Jan 11, 2019 Jan 11, 2019

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Hi Jss127,

As per the issue description mentioned above, you are facing issue when trying to convert pdf to word/powerpint, is that correct?

On checking the details for your account using the email address you are logged into the forums, you have subscription for export pdf.

I assume that either you haven't "Signed In" in the application with your correct email address or you have installed the incorrect application. Export PDF is an online service that you can use online via  https://cloud.acrobat.com/exportpdf

You can also use the services through free desktop version of Adobe Acrobat  Reader DC- https://get.adobe.com/reader/

You just need to “Sign In” using the email under which you have subscription registered.

For any troubleshooting, refer to-  Troubleshooting Create PDF, Export PDF, Adobe Send, Fill & Sign … services(PDFPack or Document Cloud...

Let us know if you still experience the same problem.

Shivam

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New Here ,
Jan 13, 2019 Jan 13, 2019

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Hi and thank you for your response!  I was able to get to Export PDF from the link you provided but I still didn't see a Powerpoint option,m only Word, Excel and Rich Text.  What am I missing?

I think it's the free desktop version of the Adobe Reader that's pointing me to the wrong account. How do I change this in in Adobe Reader?  I believe the correct email address is an @gmail address.  Can you confirm? 

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Adobe Employee ,
Jan 16, 2019 Jan 16, 2019

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The email address associated with export pdf subscription is @gmail.com as you mentioned. Could you Try following troubleshooting steps:

1- Download and run cleaner tool on the machine to uninstall reader: Download Adobe Reader and Acrobat Cleaner Tool - Adobe Labs

2- Then download and install reader from here and try again: Adobe Acrobat Reader DC Install for all versions

Let us know how it goes.

Shivam

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