MFA no back up codes new phone

I got a new phone. I was using Google Authenticator for multi factor authentication codes for box. I backed up my phone, however I didn’t know that you had to perform a separate backup of the codes. I don’t have the old phone so I don’t have access to the codes. I couldn’t log in to Box so I went to support.box.com to create a ticket. Box responded quickly saying that I needed to provide specific information about the account and that they would get back to me. I replied to the message but never got a response. I’ve replied to the message several times but still no response. It’s been over a week now so I tried calling but no one answers. My ticket number is 2650985.