cannot deactivate my license in order to move Studio 2019 to another computer

Question

Dear all, 
 
 I need to move my Studio 2019 to another computer but I could not deactivate the licence - neither online, nor offline. 
 In the end I got the reply: " An error has occurred with your offline-deactivation. If you continue to have problems, please Please log a support request . " 
 Could you please help? 
 (Furthermore, I had a problem with 1 item in the so-called change form when I logged in - not sure if it might have caused the trouble...but I don&acute;t think this is the right place to discuss it) 
 
 Thank you in advance and best regards, 
 Eva Mejzlikova

Elisa Maxim · Answer

Hi Eva Mejzlikova 
 Your Trados 2019 Freelance looks deactivated in our system. Is it still activated on your PC? 
 Kind regards,

Denise Baldwin · Answer

Eva Mejzlikova 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 : CS0017224.

Trados Portfolio > 2. Licensing and Installation

cannot deactivate my license in order to move Studio 2019 to another computer