Error ID 219. Not able to activate a new license (Professional Single-User) & previous license (Freelance) cannot be deactivated.

Question

Hello 
 I bought Trados Studio Freelance 2022 but it did not work on my company computer (because it is domain-based). We decided to upgrade this previously bought license and bought the Professional Single-User license. I received the e-mail regarding the order, activated the upgrade in Licenses on my RWS account and received the new product key. The problem is that the old version cannot be deactivated so I could activate the Professional version. Error ID 219 pops up every time I try to deactivate the Freelance version and cannot use Trados at all. What can be done? 
 
 Thank you!

Ana-Loredana Gabur · Answer

Mateja Zadravec 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 : 00786283 .

Trados Portfolio > 2. Licensing and Installation

Error ID 219. Not able to activate a new license (Professional Single-User) & previous license (Freelance) cannot be deactivated.