Smart ID application in inescapable loop

My wife's Smart ID application is stuck in a loop. Registration stalled because no OTP or email received. (I had no problem getting my Smart ID). Try to register again - response is that the ID is ALREADY registered. Try to login - response is that the ID is NOT registered. Being trying for months with none/minimal/ineffective response, except one which said they have a problem with their OTP system. I have sent detailed screenshots more than once but no one looks at them. Told we must stand in DHA office queues - we are in our 70's. So why bother? Probably die before she gets her Smart ID even if she lasts another 10 years. Totally inept.