My old laptop died with my Trados product and offline deactivation failed. How do I reinstall on new computer?

Question

My old laptop died on me and I no longer have access to it. I went in my RWS account to deactivate my Trados Studio 2019 freelance Plus offline , so that I could reinstall the product on my new laptop. I got an error message. 
 (Perhaps I misunderstood the directives? I clicked on ''deactivate offline'' next to my license. I then received a deactivation ticket by email that I then copied an pasted in the ''deactivation certificate'' window. Is that what I was supposed to do? Not sure if ''certificate'' and ''ticket'' is the same thing because I keep getting an error message. 
 How do I proceed?. Please help.

Ana Sabo · Accepted Answer

Hi Marie Lague (MarieLague), 
 Thank you for reaching out to us. 
 I've noticed that you have the Freelance Plus version, and there is still an available activation. To proceed with installing and activating the program, please go to your RWS account--> Products&Plans--> Downloads tab, and please proceed to copy and paste the activation code found under the Licenses tab. 
 .If you require a reset for the second activation, please feel free to reach out to us again, and we will promptly open a case for you. 
 Kind regards, 
 Ana

Elisa Maxim · Answer

Marie Lague 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 : 00851792 .

Elisa Maxim | RWS Group

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Trados Portfolio > 2. Licensing and Installation

My old laptop died with my Trados product and offline deactivation failed. How do I reinstall on new computer?

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