Proof of civil status document rejected.

I contacted their English support line. The agent said their system was confused that I was born in one country and became a naturalized citizen of other country. I submitted correct birth certificate, but passport is on different country, so the system rejected my civil status document. She recommended to submit certification of naturalization document (I thought this was quite odd--my passport should be the proof of my naturalization status). Anyway, later that day, I was able to locate my digital copy of naturalization certification in my old file, so I went to the Maladie website to upload my naturalization cert, but now the document folder for uploading is frozen so I can't upload docs any longer.

I also received a notification in the website on that day. It says "Abandon your application: You have already been assigned a registration number." and Application status is "Abandoned" now instead of "in progress". What does this mean? My application is dropped or complete? Where should I send my naturalization document if they still need this doc?

Please advise. Thanks!