Cannot use the Activate button

Question

I just bought and installed the upgrade to SDL Trados Studio 2015 from 2011. When I uninstalled the 2011-version, I was prompted to deactivate the licence first, unless I intended to reinstall the programme on the same computer. As this was the case, I didn't deactivate the licence before uninstalling. 
 After my subsequent installation of the new version, I'm told that this is a 30 days trial version and when I try to activate the licence, and get to the Online Activation-screen where you can enter your activation code, the Activate-button turns grey (inactive)... What can I do to actually activate it? 
 Many thanks in advance! 
 Anne Charlotte Struve

Paul · Answer

Hello Ann Charlotte, 
 
Not returning the license only applies to a reinstallation of the same version... although going from 2011 to 2015 means you didn't have to uninstall 2011 at all as 2015 is completely separate. You do have to process the the upgrade by returning your license in your account, but you didn't have to return it from your computer. If you are upgrading you need to use the new license for 2015 that you will find in your account in the same place you downloaded the installation file for Studio 2015. 
 
If you still don't manage this then log a support ticket and an engineer can help you with this on Monday. For licensing or installation issues that prevent you from working we have a route for all customers to get help. You need to log a case with our support team and they will reset the license for you. This can be achieved really quickly using this link: 
 
 http://support.xl8.one/ 
 
Just fill in the form and submit it. If you can, use the Chrome browser to log the case, you'll get more success in completing the form, and make sure your email address is entered correctly or nobody will be able to get back in touch with you. 
 
Regards 
 
Paul

Trados Portfolio > 2. Licensing and Installation

Cannot use the Activate button