impossible to deactivate SDL 2019 licence

Question

Hello, 
 
 I need to deactivate my SDL 2019 Freelance licence on my old computer in order to download the software and reactivate the licence on my new computer. 
 However, clicking on the "Deactivate offline" button only gives me the following error message: 
 
 " Une erreur s'est produite lors de votre d&eacute;sactivation hors ligne. Si vous rencontrez d'autres probl&egrave;mes, veuillez remplir une demande d'assistance ." 
 
 Does anyone know how to proceed to deactivate the licence ASAP / how to get actual SDL support for this? 
 
 Thank you. 
 
 Jessica

Elisa Maxim · Answer

Jessica Bosmans 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 : 00821358 .

Elisa Maxim| RWS Group

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Trados Portfolio > 2. Licensing and Installation

impossible to deactivate SDL 2019 licence