I can't get the sync to work or accept a generated sync key

I have gotten a new computer to replace a new one that was defective & have been trying to sync the new new one & I can't get it to sync.
I generate a 9 digit code from the defective one to enter it into the new computer but then it asks for a sync recovery code which I never was asked for before when I synced. I said I lost it & I generated a new one. When I put the code in that was generated from the other computer it doesn't accept it & says it's not valid. I've even tried saying I lost the computer & let it generate a new code & it won't accept that.
I unsynched the defective computer & it still won't work.
I'm getting very frustrated because I can't access my add on's, etc.
I can't even find a phone number to call & get help from anyone. VERY FRUSTRATED!!!!
I need to get this resolved fast because I have to return this computer!!!!
HELP!

I have tried this several times & nothing works. I tried doing these steps from the computer that is already working & I also tried it the other way In either case even if I say I don't have the device with me & it generates a new sync key it doesn't like it.
I will try it again but please clarify:
do I follow those steps on the new computer & copy the 12 character code to the old computer or visa versa?
If it generates a new code & it says it's not valid then what? I don't want to lose everything that is on this computer if I can't set up the new one.

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I can't get the sync to work or accept a generated sync key

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