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Adobe Export PDF wont work

Somehow I have paid twice for the Adobe Export PDF.  However, when I try to convert a PDF to a WORD or PowerPoint file, it says I need to sign up.  It doesn't recognize my account.  This is a consistent problem - one of the reasons that I signed up twice..  1.  I need a refund. 2. I need access to utilize the program to convert files. Thank you


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