Can't deactivate license offline

Question

My computer crashed. I had to reinstall Windows 10 from scratch, so I lost my Trados 2019. I downloaded Trados 2019, from Downloads on My Account and installed it on the new Windows 10. In order to open Trados, i had to activate a trial version. When I go to Help - Product Activation, I only get two alternative: Activate or Purchase a license.There is no "Deactivate offline" option, so I can't follow the instructions on deactivating offline. I can't activate using my existing licence because it is in use. How can I deactivate my existing license? 
 Jennifer

Ana Sabo · Answer

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 : 00865158 .

Ana Sabo | RWS Group

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Trados Portfolio > 2. Licensing and Installation

Can't deactivate license offline