I cannot deactivate a license online or offline - no options available to sort this out.

Question

I can see the license I need to reset, but there is no button for me to reset it. Furthermore, when I try deactivating it online, it shows the message below. Your support will be much appreciated. 
 Ari

Elisa Maxim · Answer

Araceli Castillo 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 : CS0008388.

Trados Portfolio > 2. Licensing and Installation

I cannot deactivate a license online or offline - no options available to sort this out.