Help Old phone new user/backup assistant won't sync

[MrLarkins]

I have just started using my wife's old HTC Droid Incredible. The backup assistant keeps trying to sync, but won't. It says "your mobile number has changed. Please press next to update your backup assistant account." so i do. next it says "please enter your 4-8 digit pin." so i enter my wife's old pin...doesn't work...it says "the pin code is incorrect. please press retry to try again, or press retrieve for pin retrieval." so i press retrieve. it says my pin is EXACTLY what i typed in the first time.

very frustrating...any suggestions?

 

[Frisco]

Welcome to AF MrLarkins.

It appears that the pin number is associated with your wife's old account, so time to call the support folks at the carrier or visit a floor monkey at their store. They'll take care of it for you and/or walk you through it (after a check on their list of reported missing/stolen phones ).

 

[MrLarkins]

hey thanks for the reply. I'll try and call tech support. Will report back with conclusion to close this thread.

 

[MrLarkins]

So, Tech Support walked me through backing up my contacts (exporting) and then they had me reset the device to factory defaults. evidently, the device held on to my wife's account settings (gmail and such). after we reset it, I imported my contacts from the SD card and configured the device again. I did have to download and install all the updates and redownload my apps from the PlayStore...but all is gravy now.
Originally, the Tier one tech guy couldn't figure out my problem, so I was transferred to a Tier 2 tech support person.

Thanks for the suggestion.