Chances of getting back account?

Hi, I recently decided to get back into the game after a long absence by picking up HoT and give the game another chance. The problem of course arose from forgetting my password and no longer having old phone with authenticator generator.

So filed a support ticket with my email used, account name including the .numbers, a character name but lacked product key as I did the digital purchase originally directly from ArenaNet (I know I should've written it down somewhere but never did). After a day I updated ticket informing I still have an NCSoft account using the same email address that I have access to.

So here comes my question, do I have a chance to get back my account or should I give up starting fresh? If you have a story of getting back your account it would help as the ticket is 4 days old now without any responses.