Can't deactivate my TBM 5 license either online or offline

Question

I am trying to deactivate my license for TBM version 5 because I want to move it to my new PC, but it doesn't work either online or offline. Yesterday, after a failed attempt to deactivate offline, I received the following email: 
 Dear Customer, 
 Please find below your offline deactivation ticket. 
 This ticket can be used by your SDL Product to perform an offline deactivation 
 Offline deactivation ticket: 
 &ndash; The SDL Language Solutions team 
 The activation ticket was missing. 
 Can you please help? 
 Thank you 
 Yiftah

Paul · Answer

Yiftah Hellerman-Carmel 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 : 00786455 .

Paul Filkin | RWS

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Can't deactivate my TBM 5 license either online or offline