The current implementation of 2FA increases confusion, anxiety, and frustration just as much as it increases security. I do this stuff for a living, and what was done here with 2FA is lazy programming.
It would be easy for the support site backend to check whether the user IP address is the one assigned to the entered login credentials. If it's the assigned IP address, skip 2FA since a validated IP check is an excellent second layer of authentication. And of course, there can be a "mandatory 2FA" setting (OPT-IN) for those who desire that extra layer of security.
It might take someone an hour or two to implement this. Please forward this to someone who could do so. Thanks in advance!
