Reset PIN Procedure not working

I loaned my 3DS to my mom and when I got it back someone had put parental controls on it.  I'm not sure if it was her or my niece, but I want to set up parental controls of my own so I can let my daughter play with it without messing stuff up.  I went to the site to reset my PIN, but when I entered my serial number, it said it was invalid and to try again.  I double and quadruple-checked it and it was typed in correctly.  And I read the description of the serial, it said that it is 2 letters followed by 9 numbers (which i typed all correctly).  I tried calling but apparently something else major is going down with the launch of Mario Kart 8 because the phone message stated that there is nobody to answer my call because they are so busy or something like that.  So I'm stuck not being able to reset my PIN.  I even tried looking online for a keygen for it, but apparently they changed it to a 10 digit code with a previous system update and now the keygens you can find online don't work anymore.  Please help!