RWSAccount does not show licenses after deactivating

Question

Due to a system crash, I had to install Trados Studio 2021 (TradosStudio2021SR2_16.2.11.9327) on a new desktop PC. 
 Unfortunately, I no longer have access to the old PC to deactivate the SDL license. 
 For many years, I have been using various versions of Studio with licenses on both my main computer and my laptop. 
 To work on active projects, I deactivated Studio 2021 on my laptop&mdash;but encountered a "Server not available" error message. 
 Attempts to activate Studio on my desktop are now failing because the only available activation code is not being accepted. 
 No licenses are showing up in my RWS account at all! 
 Is there a way to reactivate the two licenses I originally purchased? 
 Thanks a lot in advance for any kind of help!

Anca Stoian · Answer

Hi Albert Meyer-Umbach 
 You need to use the correct email address to Login to your RWS Account. 
 The one you are using here on the community forum is not the one linked to your RWS account, the one lined to the account has your surnames in it. Since both activations are In Use, you need to reset the license: 
 gateway.rws.com/csm 
 Best regards, 
 Anca

Ana Sabo · Answer

Hi Albert Meyer-Umbach 
 I noticed that you successfully activated your Trados 2021 license today. If you still need any assistance, please don't hesitate to contact us again. 
 Kind regards,

Anca Stoian · Answer

Hi Albert Meyer-Umbach 
 If the activation fulfilments appear In Use this means you used them both and you need to either deactivate one, of if that fails, to reset it, like I already suggested above: 
 https://gateway.rws.com/csm?id=kb_article_view&sysparm_article=KB0038545 
 Our system does not remember computers, it registers the process of activating or deactivating a license. If you activated Trados on the wrong system, you need to either deactivate it there or reset the fulfilment as indicated above. 
 Also, Trados 2021 is an older version of the software and the offline activation and deactivation procedures work better with older versions, especially when installed on newer Windows. 
 Best regards, 
 Anca

Anca Stoian · Answer

Albert Meyer-Umbach 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 : CS0053983.

Anca Stoian | RWS Group

Anca Stoian · Answer

Hi Albert Meyer-Umbach , 
 It might be related to the operating system - I have opened a case with the technical team so they can help with this, please reply to the email from the technical team when they contact you. 
 Best regards, 
 Anca

Trados Portfolio > 2. Licensing and Installation

RWSAccount does not show licenses after deactivating