Upgrade from "2019 Freelance" to "2022 Freelance Plus" not working

Question

Hi,

I have just paid for the upgrade from "2019 Freelance" to "2022 Freelance PLUS".

My order number is 724541.

However, after downloading the new Trados Studio 2022 version, I realised that there's a problem for the system to process my Upgrade request.

I have already looked at the following article:
https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0039975

Yet, after clicking on the button 'Process Upgrade', it says that 'an error has occured'.

I'm attaching 2 screenshots for your easy reference.

Best regards,
Antonio Yip

Screenshot of RWS Account Upgrade Licenses page with a warning message about the upgrade process being irreversible. It shows an upgrade from SDL Trados Studio 2019 Freelance to Trados Studio 2022 Freelance Plus.

Screenshot of RWS Account error message stating 'An error has occurred' with instructions to reload or refresh the page and a link to the RWS homepage.

Generated Image Alt-Text
[edited by: RWS Community AI at 10:20 PM (GMT 0) on 14 Nov 2024]

Paul · Answer

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 : 00797627 .

Paul Filkin | RWS

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Upgrade from "2019 Freelance" to "2022 Freelance Plus" not working