Can't download my valid Trados license on my new laptop

Question

Hello, 
 I have been trying to install my Trados license on my new laptop. 
 It is showing as "in use", so none available for download... 
 I had already fully uninstalled the license from the old laptop that I am retiring. 
 I clicked on "Reset License", and I got this error page (see image). 
 How can I move forward here? 
 Does anyone have the solution to resolve this frustrating and time-consuming issue? 
 Thank you for your help!

Paul · Answer

Lisa Delisle 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 : 00862272 .

Paul Filkin | RWS Group

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Trados Portfolio > 2. Licensing and Installation

Can't download my valid Trados license on my new laptop