Deactivation issue - Activated offline but clicked on the online Deactivate button

Question

Hello, I needed to move my Studio 2022 license to a new computer, so I clicked on the Deactivate (option for online activation) button in the software, but I forgot that I had activated it offline. So I should have clicked on Deactivate offline. So now, I cannot use SDL on my old computer, in my RWS account it shows the licence is still in use so I can't activate it on my new computer, and I tried to reset it, but apparently I'm not allowed to do it. Can you please advise on how to get my licence deactivated/reset so that I can activate it on my new computer? Thank you very much for your help!!

Oana Nagy · Answer

Célia Demurger 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 : 00779497 .

Oana Nagy | QA Engineer | RWS Group

Trados Portfolio > 2. Licensing and Installation

Deactivation issue - Activated offline but clicked on the online Deactivate button