Trying to deactivate one license after my PC crashed

Question

Hello. My main PC crashed a few days ago and with a HD failure. I have Studio 2021 Freelance Plus, so I used the other available license to keep working on my backup PC. 
 Now I want to 'release' the license that I was using on the crashed machine and I have tried to deactivate online from my RWS account. On the ' Offline Deactivation Certificate' page, I can see the two licences. On the one that I try to deactivate, a "Deactivation Certificate:" is requested, but I don't know where to get that information from. 
 Could you please let me know how to proceed in order to set this license available for my new PC. Should I reset the license(s) in the first place? 
 Thank you!. 
 F.

Elisa Maxim · Answer

Fernando Galván 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 : CS0014658.

Elisa Maxim | RWS Group

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Trados Portfolio > 2. Licensing and Installation

Trying to deactivate one license after my PC crashed