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when I try to convert a Word file, it always takes me to the screen to choose a plan

New Here ,
Sep 04, 2018 Sep 04, 2018

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I have a paid subscription to Pro Pack. When I try to convert a Word file to PDF, it always takes me to a screen where I can choose a plan to subscribe to. BUT I already own the subscription. What to do?

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correct answers 1 Correct answer

Adobe Employee , Sep 07, 2018 Sep 07, 2018

Hi Mjohn,

I have looked into your account and as mentioned, you do have an active subscription for Adobe PDF Pack. So there shouldn't be any problem with conversion.

Could you confirm the process of conversion you follow? Is it through the desktop application or web browser?

If you have ever used the trial version of Adobe Acrobat DC, then you need to uninstall it first to use the PDF Pack service. As it works with the free application Adobe Reader DC only not the Acrobat DC.

Follow the steps mentio

...

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Adobe Employee ,
Sep 07, 2018 Sep 07, 2018

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Hi Mjohn,

I have looked into your account and as mentioned, you do have an active subscription for Adobe PDF Pack. So there shouldn't be any problem with conversion.

Could you confirm the process of conversion you follow? Is it through the desktop application or web browser?

If you have ever used the trial version of Adobe Acrobat DC, then you need to uninstall it first to use the PDF Pack service. As it works with the free application Adobe Reader DC only not the Acrobat DC.

Follow the steps mentioned below, to activate the subscription.

1- PDF Pack service is an online service that you can use online via: https://cloud.acrobat.com/exportpdf

2- You can also use the services through free desktop version of Adobe Acrobat  Reader DC: Adobe Acrobat Reader DC Install for all versions

3- “Sign In” using the email (Adobe ID) under which you have subscription registered.

4- For detailed description of how to use the PDF Pack service, you may refer to-  How to Use Adobe PDF Pack

You may refer to the following link for any troubleshooting: Troubleshooting Create PDF, Export PDF, Adobe Send, Fill & Sign … services(PDFPack or Document Cloud...

Let us know if it still doesn't work.

Regards,

Akanchha

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Adobe Employee ,
Sep 18, 2018 Sep 18, 2018

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Hey Mjohn,

Looking for an update from you. I request you to please share the screenshot of the entire page where its asking you to "Buy Now" the subscription. To get the root cause of the problem, we have to escalate it further with all the relevant information.

https://forums.adobe.com/docs/DOC-7043#jive_content_id_How_do_I_attach_a_screenshot

You can attach the screenshot here or email us on the email I have shared in private message.

Thanks,

Akanchha

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