Unable to deactivate license offline

Question

Hi everyone! 
 I have tried to deactivate the license offline from my profile page but keep getting an error message so am unable to proceed. RWS sent me an "Offline Deactivation Authorization", but there was no such authorization in the mail! I keep trying, but it doesn't work. I cannot deactivate online because we had to reinitiate my whole system and I hadn't thought of doing it before the reinitialization. 
 What can I do? How can I tell RWS that I couldn't have access at their authorization? 
 I need to have Trados Studio for work!!! 
 Thank you so much for help. 
 Claudia

Elisa Maxim · Answer

Claudia Matt 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 : 00804728 .

Elisa Maxim| RWS Group

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Trados Portfolio > 2. Licensing and Installation

Unable to deactivate license offline