Do you mind to send another one? I'm just throwing a guess here, but given they were previously unsure of the legitimacy of the requestee [that they can't determine whether the one asking 2FA is indeed you, the original owner, or was it the hacker attempting to regain access to 2FA after everything is reset], your previous ticket might already got "addressed", as in they've look at it, marked it as "need further check" or something alike, and then left unattended and drowned by other emails.

Sending another one will only take few minutes and, IMO, if it can help solve the situation, it's not hurt to resend the request email. Nudge me when or if you did it, i'll inform my contact immediately after. Though it is weekend and I usually don't want to bug them during weekend.