Improper Studio License Deactivation - License Reset Request

Question

Dear Group, 
 I did not deactivate the license on my version of Studio 2015 when I restored my computer to factory settings. 
 From what I can gather from the Knowledge Base, SDL will reset my license for me. I tried to submit a request with the proper form, but the form was rejected. 
 Would a staff member on the list, like Paul, please make this request form me? 
 Thank you very much! 
 Background: My computer was running very poorly and I restored it to factory settings at the directon of the manufacturer's support staff. I see now that reformatting requires prior deactivation. 
 Regards, 
 Ken Wagner

Paul · Accepted Answer

Hello Ken, 
 
I moved your post into the correct forum... easy to miss otherwise! 
 
I also just reset one of your licenses, so you should be able to reactivate your product now. 
 
Regards 
 
Paul

Alison Field · Answer

Hi Elisa Crispoldi , 
 You can request a license reset via live chat here: 
 License reset 
 Click on the right-hand button if active 'Request License Reset' and fill out the little form that appears. 
 Someone will help you very quickly, usually immediately. 
 In the rare event that there is nobody available, the button will be greyed out with 'No Agents Are Available'. Then, click on the 'Submit Case' button and fill that form out, being sure to give your email address accurately so they can contact you. Remember to click 'Licensing' in the 'Case Type' dropdown. You will have your license reset within 24h. 
 All the best, 
 Alison

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Improper Studio License Deactivation - License Reset Request