Cannot reset my licence

Question

Following the sudden death of my old computer, I have reinstalled Trados Studio 2021 on my replacement laptop and want to activate it. Going into my licences on the SDL website, initially I am told that I have no licences, but after clicking backwards and forwards a few times between Downloads and Licenses my licence is shown. However, the two links "Can't deactivate online? Deactivate offline" and "Reset license" both result in an error message. How can I deactivate my licence in order to reactivate it on the new computer?

Sorin Perta · Answer

Kerry Swatridge 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 : 00784740 .

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Cannot reset my licence