I need to deactivate Trados license and use on new computer but offline deactivation code I was sent isn't working

I need to deactivate Trados license and use on new computer but offline deactivation code I was sent isn't working
Michael WARR 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 : 00859109 .