I can't deactivate my license to install Trados on my new computer.

Question

Hello, 
 I have the program on 2 computers, but I need to replace one of them, and I can't deactivate my license to install Trados on my new computer. I have tried to use the "reset my license" option, but that option is not shown. I only got this option: 
 Can't activate online? &ndash; Get an offline Activation Certificate Can't deactivate online? &ndash; Deactivate offline 
 
 I have tried the deactivate offline option, and I got the Offline deactivation ticket, but when I try to generate the certificate, I got a message that this code is not valid. 
 Thank you in advance for your help!

Ana-Maria Matefi · Answer

Hello Sonia Koprivica , 
 We will be pleased to help you with this problem, so have logged a support case on your behalf. We do prioritize 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 : 00731464. 
 Best regards, 
 Ana-Maria Matefi

Trados Portfolio > 2. Licensing and Installation

I can't deactivate my license to install Trados on my new computer.