License deactivation does not work - E-Mail adress of the Language Cloud Package is not valid any more

Question

I would like to reset/deactivate my license (SDL Trados Studio 2019 Freelance Plus). 
 
 However, the license deactivation does not work, not even the offline deactivation. 
 
 Error Message Online Deactivation: Deactivation failed. Error[143]: Failure in accessing the license or persistence store. 
 Error Message Offline Deactivation: Error in the offline deactivation. The indicated deactivation certificate may not be valid. Compare the deactivation certificate with the authorization in your account. 
 
 Regarding "Compare the deactivation certificate with the authorization in your account": Both are identical! 
 
 Please help to deactivate the license. I need to deactivate it as the email adress in the language cloud package needs to be changed, the indicated adress is not valid any more.

Sorin Perta · Answer

Markus Maria Wolf 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 : 00737050 .

Trados Portfolio > 2. Licensing and Installation

License deactivation does not work - E-Mail adress of the Language Cloud Package is not valid any more

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