Okay, well, passphrase and PIN are two completely different things. If you forgot your passphrase, then you need to make a new account (like you say you already did) and get in touch with SR Support (which you also already said you did). They'll ask you questions to determine the other account does indeed belong to you, and then they will reset the password. No, I cannot fix this - the only way to fix it is to do what you have done and get SR Support to reset your password.