Licensing issue (deactivate licence to transfer to new computer)

Question

Hello! 
 I have a an SDL Trados Studio 2021 Freelance licence and my old desktop PC broke yesterday. 
 I got a new desktop PC and installed Trados Studio 2021 SR2 and MultiTerm 2021 SR2. 
 Unfortunately, I cannot activate the licence on my new computer. It is impossible to uninstall from my old computer since it's completely dead, and in my SDL account when I click on either "Can't deactivate online - Deactivate offline" or "Reset Licence", I always get the same message: "An error has occurred". 
 Please help! 
 Thank you, 
 Anna

Elisa Maxim · Answer

Anna Knecht 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 : 00797612 .

Elisa Maxim | RWS Group

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Licensing issue (deactivate licence to transfer to new computer)