Trados studio 2019 - Unable to return my license

Question

Hello everyone! I have to format my laptop and I have been trying to return my Trados Studio 2019 license but I have not managed to do so. 
 I tried both online and offline deactivation and everything has failed. 
 In the offline deactivation I copied and pasted all certificates and I got this message: 
 
 Despite the error, when I returned to my trados application, it would require an activation code. I logged in to the website to check my licenses status, however it still appears to be in use over there... 
 Any ideas? 
 Many thanks in advance.

Anca Stoian · Answer

Valia Papakosta 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 : CS0054119.

Anca Stoian | RWS Group

Trados Portfolio > 2. Licensing and Installation

Trados studio 2019 - Unable to return my license