same Problem
I used all security.email 2FA ...But Now eth and stellar balance is zero
support Dose not accept refund
It could be a syncing problem.
Try checking your wallet addresses using blockchain explorers like
https://blockchair.com (it can explore both stellar and Ethereum blockchains) to see if either the coins are still in your addresses or there are any out going transaction.
If they are still there then I suggest you import your addresses to other much better wallets
If you see any out going transactions then there is a possibility that you coins have been stolen by someone malicious.