The laptop on which I've been using my license has crashed. I can't turn on my laptop at all.

I have bought a new laptop now and followed the steps to deactivate my license offline so that I could use my "SDL Trados Studio 2015 Freelance"  license on my new computer.

I followed all the steps but it keeps giving me an error saying "An error has occurred with your offline-deactivation. If you continue to have problems, please Please log a support request."

I also noticed that the code in the email which I enter into the Deactivation Certificate box is identical to what shows up in in the Deactivation Authorization box.

Can you please help me activate my license?