Passolo 2018 license can not be rereleased and reset

Question

Hello Support team, 
 We offline released Passolo 2018 license today successfully, but we can not activate it again. The status in website still is "in use". how to resolve this issue? 
 ai-fang liu is OOO, i am the backup of her, so please contact me via email: juanz@dxc.com 
 Thanks

Anca Stoian · Answer

Hi, 
 Try to reset the license please - from your RWS Account - Reset license button. 
 And let me know if that solves the issue. 
 Kind regards, Anca

Anca Stoian · Answer

ai-fang liu Hi, 
Reset license button is in the RWS account - that is the RWS KB page, you cannot reset your own license from that page. I am opening a support case for you. 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 : CS0022997.

Trados Portfolio > 2. Licensing and Installation

Passolo 2018 license can not be rereleased and reset