Why amI locked out of cloud

[GAR4397]

I had to revert back to an old phone because of damage to my newer one. When I try to log into the cloud it says ny account is blocked and gives code 10009. Help!

[vzw_customer_support]

GAR4397, we want to ensure you can access your backed up content. I welcome the opportunity to assist you with this matter. Are you getting the error message in your old phone or on our website? If on the phone, it's likely your cloud app needs to be reset since you've used a different device after that one. What's the make and model of your handset?

EbonyR_VZW
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