Ameli registration page not accepting document after extended time and not accepting issued social security number

I have been attempting to register on the Ameli student portal (etudiant-etranger.ameli.fr) for months now, but they have not accepted (or refused) my birth certificate, the only document left which says "En cours de traitement" for over a month now.

I have been unable to reach the helpline at 3646 in French or English, who always are "too busy" or closed even during the listed open hours.

We were able to send the document by mail and get a response, which said to upload it to the website where it has already been uploaded for over one month now (other documents uploaded around the same time have been approved already). The letter we received from CPAM did include a ID number starting with 1, but there is no certificate on the ameli website and when I attempt to register for my full account using the number on ameli.fr, it does not work.

How can I confirm that this is in fact my correct social security number and how am I able to get in touch with someone to be able to make it work when registering on ameli.fr?