Cannot deactivate licence

Question

I am attempting to download Trados on a new laptop, so I need to deactivate the licence on my old laptop. What I have tried so far: 
 
 Deactivating online via Help > Product activation. Here I get the following error message:

Deactivating offline via my RWS account. I then get the following error message:

Thank you in advance for your advice!

Elisa Maxim · Answer

Rosy Snell 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 : 00800402 .

Elisa Maxim| RWS Group

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Trados Portfolio > 2. Licensing and Installation

Cannot deactivate licence