Unable to deactivate SDL Trados 2021 offline

Question

Hi, I'm trying to deactivate SDL Trados Studio 2021 offline to transfer the licence to another computer but it's not working so I'd be grateful for any help! 
 I've tried using the "Can't activate online? Deactivate offline" option in my account next to my product, and I've received the email with the Offline Deactivation Authorisation, but when I use this in the box required, and press "Confirm Offline Deactivation", I get an error message: An error has occurred with your offline-deactivation. If you continue to have problems, please log a support request. 
 Are there any other ways to complete offline deactivation? This has happened to me before and in the end I needed someone at RWS to complete the deactivation for me. 
 Thanks

Elisa Maxim · Answer

Rhian MacGillivray 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 : 00862162 .

Elisa Maxim | 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

Unable to deactivate SDL Trados 2021 offline