I bought my daughter a brand new Lumia 820 to replace her broken WP7 phone. She's had a Zune music pass for over a year and loves it. I sync'd her phone to her Windows 7 laptop and downloaded her music to the new phone with the WP Desktop app. When she tries to play a music pass song on her phone it gives an error that says she has exceeded the number of devices on her account. I logged her into xbox.com and went to manage devices for Xbox music and it lists her old WP7 phone. When I tried to remove it, it gives me an error that says I can only remove one device every 30 days.
What am I missing? Why is her old phone listed in the new service? She doesn't have Win8 or an xbox console, this is the first time trying the new service. How am I supposed to escalate this error...there's no contact info anywhere on xbox.com for music device issues (I tried the Ambassador Chat service, but they told me it was for xbox console only).