Moving to new computer - Unable to deactivate license

Question

I need to deactivate my license (SDL Trados Studio 2019 Freelance Plus) so I can activate it on a new computer. 
 I have already searched the Knowledge Base and have seen a number of people with the same question have not found a solution. 
 I tried "Reset" yesterday, but it is still activated. I tried "Deactivate offline" and pasted the long string they emailed me into the box only to receive the answer: "An error has occurred with your offline deactivation. If you continue to have problems. Log a support request." That link merely takes me back to the same support page as before: https://gateway.sdl.com/CommunityFeedback?flow=gateway

I clicked the link for licensing support and get this: https://gateway.sdl.com/CommunityFeedback?flow=gateway 
 On that page, there appears to be a link that says "Click to support a case," but when I click it, nothing happens. 
 
 I simply want to deactivate my license so I can move it. I've already followed the instructions but they don't work. 
 
 Thanks.

Elisa Maxim · Answer

Joan Wallace 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 : 00888108 .

Elisa Maxim | RWS Group

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Trados Portfolio > 2. Licensing and Installation

Moving to new computer - Unable to deactivate license