Waiting for almost a week for 2 Step Authenification to reset

Hey guys.

I did not log in for years. Received my telephone stolen and doubtless even my gmail hacked. I nonetheless received the only deposit I made on that website from my pockets which I can prove and in addition still acquired the password. It nonetheless doesn't let me in.

So I send a 2 step verification reset. Its been a few week now and I am still waiting. I badly need the BTC on it (i saved them there years ago, virtually forgot about it. Have to be value like about 1000 bucks now).

Do you guys assume something went fallacious there?