MFA Physical USB Security Key

Hey all. 

I am having trouble setting up MFA for my Admin account. 

I was using a 3rd party app, Duo, on my mobile device to meet Salesforce's MFA requirements.  When I changed mobile devices, the Duo settings were not able to transfer to the new device. 

I had another admin disconnect that MFA, no challenge there. 

Now to the core challenge.  When I try to log back into my account, I was expecting to be able to set up a new MFA connection but the ONLY OPTION is to "create a passkey": 

When I click create passkey, it asks for a physical USB key, which I don't have: 

So what gives?  Is it a Salesforce issue?  Windows? 

I opened a ticket on Friday morning but have had no response to it.  I was to expect a call with someone who could remote in and help but that call hasn't come.  I received an email with the Case number and details but that's it.  I can't log in to check and see the ticket status.  Agentforce on the website says my ticket number isn't valid.  When I call customer support to check the status of the ticket, Agentforce sends me a link to verify my login.  Well, guess what I can't do!! 

I have called customer service at 1-800-667-6389 and 1-800-664-9073 to speak to a live agent all day.  After about 30 minutes on hold, each call ends with a message that they were unable to transfer my call, please try again later, goodbye.  At this point, I've lost 2 full working days of access to Salesforce. 

Primarily, I need help setting up MFA and regaining account access.  Secondarily, Salesforce needs a serious amount of help with Customer Service.  They used to lead the way.  Now, it's an embarrassment.