Fabia Herscovitch 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 : CS0013954.

Dear Sorin Perta, first of all thanks for your prompt reply. I would very much appreciate your help with urgent assistance. I purchased the subscription because I need to submit the documents today and they are very urgent. This is the reason I bought the subscription today because the previous subscription suddenly stopped working this morning. Thank you in advance.

Dear Sorin Perta, first of all thanks for your prompt reply. I would very much appreciate your help with urgent assistance. I purchased the subscription because I need to submit the documents today and they are very urgent. This is the reason I bought the subscription today because the previous subscription suddenly stopped working this morning. Thank you in advance.

Regarding the support contract, please note that my issue is not related to support but to the fact that I purchased a product which was actually not "received". I mean, I have already paid but did not get the product, which is extremely urgent to me.

Hi Fabia Herscovitch  

The issue was caused by the purchase of a new subscription instead of a renewal. On the Trados purchase page it is stated: 

Are you an existing Trados Studio Freelance subscription customer? If your current annual subscription is ending soon or has already expired, contact us to discuss your renewal options.

Hi Elisa, I thank you so much for your help. The issue has been solved and I am able to work on my urgent projects. I appreciate your help deeply. I know understand what caused the issue and will do my best to avoid the same issue in the future. All the best!