New computer, can't activate my license.

Question

I've had to change computer and I did not have the opportunity to deactivate my current 2019 licence on my old computer before trying to activate it on the new one. 
 I have tried offline deactivation of my licence on my SDL account but I'm being asked for a deactivation certificate. 
 Online help says I should get this via the Product Activation Dialog Box, but this box only shows me Activation options, as this is my new computer. 
 How can I obtain the deactivation certificate without access to my old computer? Or is there another way to activate my license on my new computer?

Ana Sabo · Answer

Audrey Carpentras 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 : 00859356 .

Ana Sabo | RWS Group

___________________
Design your own training!
You've done the courses and still need to go a little further, or still not clear?
Tell us what you need in our Community Solutions Hub

Trados Portfolio > 2. Licensing and Installation

New computer, can't activate my license.