This sounds like a password/authentication issue.
What is the Amazon account email that you used on the first (broken)Kindle?
Okay, thank you.
What is the postal code please?
Check your e-mail.
You will receive an email with instructions for resetting your password. If you don't receive this email, please check your junk mail folder. After you reset the password, deregister the new Kindle then register again using the new password.
Let me know if this does not work and we can try another solution.
Please reply and let me know if you need any other assistance or if everything is good, take a moment to rate my service by choosing one of the stars at the top, then click submit.
Thank you very much!
Did that work for you?