Hello, I am working for a translation agency. We have several Trados Studio licences. One of our employees left a little while ago and we would like to reassign her Trados Studio 2019 Professional licence, which seems to still be active on our account. We do not have access to the computer where Trados was installed, so we tried the options available in the SDL account, namely Deactivate offline and Reset Licence, but none of this works. The Reset Licence option gives us the following error message:

Could you please let us know what are our options to recover this licence?

Thanks in advance!