Unable to deactivate or reset license in order to change computers

Question

Hello. I tried to click on 'Deactivate license' on the pop-up window to this effect, and got an error message (cannot connect to product activation). I tried to 'Reset licence' (there were two previous reset dates) and that failed too. 
 
 I need to install Trados (single-user freelance version of 2019) on my new computer. 
 How do I go about that, given these error messages? 
 
 Thanks in advance, Monica Sandor

Elisa Maxim · Answer

Monica Sandor 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 : 00884434 .

Elisa Maxim · Answer

Hi Monica Sandor 
 The answer also indicates you will be contacted via e-mail. In any case, the license has been reset. The activation code is in your account, Products and Plans - Licenses. You should have received e-mails so far, so if you still require assistance, please reply on the case. 
 Kind regards,

Ana Sabo · Answer

Hi Monica Sandor 
 Please try an offline activation, following the instructions from this article: Solution Article: Offline activation and deactivation of a Single User License for Trados Studio/ Passolo/ Trados Business Manager Lite 
 Kind regards,

Trados Portfolio > 2. Licensing and Installation

Unable to deactivate or reset license in order to change computers