How can I deactivate or reset my license

Question

Hello, everyone! 
 
 I tried to start Tradus Studio 2019 version and recieve a message asking for activate, picture below: 
 Check on knowledege base I found this article: https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039553 
 But can't solve the problem. 
 The next step I try to deactivate my license, but I don't have my Deactivation Certificate, also tried to reset the license, I recieve this message: 
 
 Could you please help us solving this problem?!

Sorin Perta · Answer

Regis Silva We will be pleased to help you with this problem so have logged a support case on your behalf. We do prioritise customers who have a support contract so please keep in mind it could take up to 48 hours, especially over a weekend, but rest assured we will contact you as soon as we can. You will be contacted at the email address used for this Community. Support Case Id : 00731012 .

Trados Portfolio > 2. Licensing and Installation

How can I deactivate or reset my license