Impossibility to deactivate a licence on Studio 2019

Question

Good afternoon, 
 I'd like to deactivate my licence on Studio 2019 and after many attempts, I cannot do it, receiving each time an error message. I tried the "offline method" with the Deactivation Authorization code I found online, but I also get an error message. We share a licence with the account of a friend (Olivier Biasi). He bought the 2021 upgrade that I like to use but as I cannot deactivate the previous licence on 2019, I'm completely blocked. 
 Thank you in advance for your help. 
 Lucie Oudot

Sorin Perta · Answer

Olivier BIASI 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 : 00812000 .

Trados Portfolio > 2. Licensing and Installation

Impossibility to deactivate a licence on Studio 2019