2fa key reset request does not get processed

I've lost the phone that had my binance authentication key, and since that i have requested to have this key disabled. I have first opened this request on march, and since then i've had no update. I have no idea if i did something wrong on the process.

I have tried the "Reset Google Authentication" option on Self-Service under https://www.binance.com/en/support, but the only result is always the following.

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https://preview.redd.it/zwiz5ozfkb571.png?568&format=png&auto=webp&s=158fa00c9cc06919086bf37ad0ec5b427e33cb21

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Have any of you been through this road? It feels like i got stuck on the middle of the process smh. Is this supposed to take all this time or am i really stuck on a bug or smth?

also: no, i haven't backed up my key ????‍♀️