Sometimes the font of the converted PDF file is not the font in the related original Word file. This is most commonly due to the font being a custom font, and not being stored inside the original Word document.
To include the font in the word file so the Prompt PDF conversion system can use it, simply update the Word document options.
From within Word, click File, then Options at the bottom of the screen.
In the Word Options dialog, click the Save menu option on the left
In the Save Settings page, scroll down to Preserve fidelity when sharing this document section
Tick the Embed fonts in this file checkbox
Click OK to close the options dialog
Save the file, and re-upload to Prompt.
The system will now be able to use the font within the PDF, and convert it correctly.