I hope someone can help me here because I've tried the usual solutions for such issues already, but with no success.

In January this year I purchased a renewal for my Trados 2024 subscription and initially I was also able to install, activate and use it properly. The renewal also shows up as active in thee licenses tab on my account - to this day. So I don't think it's really a licensing issue but something else, but it definitely keeps me from activating Trados Freelance Personal (this is my exact license type) on my device. Before anyone asks - the liceense also shows up as active under the licenses and subscriptions tab of my account. And I have purchased it as a renewal as directed by Sales and I HAVE paid for it; otherwise it would not show up as active.

Before when I used the program I did not have to activate it when launching, but yesterday when I did I was prompted to activate and the Subscription tab of the activation window also correctly shows the designation of my account and the license that I have, but when I hit the green button to activate I keep getting the error message "your account has reached the maximum numner of registered devices for the current subscription". Now I know that this means that I am deemed to have installed the program on multiple devices or that I have made too many individual activation attempts, but neither is true, as I have installed Trados only on one compute and never even attempted to install it on another device and accessed the Cloud solution once or twice through my browser.

When I go to my account to look up which devices have been registered for my subscription, I also only see my computer and the references to the browser and no warning messages of any kind. 

The way I see it, my account "knows" that the program is installed and activated on my computer but when I actually try to launch it on my computer it treats the computer as if it were a new device on which I have installed it, which however is definitely not the case.

The only thing that has changed between the time that I have purchased and activated my renewal and the time I started having this problem is that I have recently moved house, and under the new address I have a new Internet contract with a new WLAN operated by a new router (I had a proprietary Telekom router before and now I have a FritzBox 7590 ZE). Could it be that this is what wreaks the havoc. The whole subscription and also the application seems to be heavily Cloud-based, and after all I am now accessing my subscription from within a different network and using a different router. It almost seems this keeps the application from correctly retrieving the licensing information - while the informations seems correct to me when accessing my account information online.

It rather seems that this is an issue for deactivating or resetting the license, but neither option is offered for me to click on when I access the information through my account.

I am at the end of my tether with this one, all the more so because I am currently trying to establish myself as a freelancer and I have advertised my services with explicit reference to the use of Trados - so I am in the dire situation that if Trados-related requests come in, I will have the sad duty to inform my prospective client that my most important asset is not working because I cannot activate it, with the hazard of exposing myself for incompetent (which I am not). And that would mean loss of earnings or rather the end of my freelancing career before it has even started. And I have paid more than € 400 including taxes for it, so this is no joke.

What I have tried and did not work:
- resetting the license (did not work because is not offered through the page listing the active licenses)
- repairing my Trados 2024 Freelance translation on suspicion of corrupted program or licensing file (program did not even launch through to the licensing window)
- de- and re-installing the software altogether for the same reason as the former (still get message that the number of registered devices has been reached)
- following the instructions in article 000013519, which is what the support site directs me to do (impossible because the link leads to the main access page, article does not seem to be available or link may have changed)