Fix Coxeml Withdrawal Issue - need help in withdrawal funds

I hold funds in the Coxeml trading account (Android app: https://play.google.com/store/search?q=coxeml&c=apps) but every time I try to withdraw I get an “Authenticator Error.” I still log in normally with my own password and can browse balances, trade history, and settings—only the withdrawal function is blocked. I have tried to link Google Authenticator but it did not work, never tried SMS-2FA, or any other second factor, and the person who originally guided me through the platform (and supplied random codes) has vanished.

I need someone who understands exchange-side authentication flows and can walk me through, step-by-step, the safest way to:

Complete the successful withdrawal to my external Trust Wallet and finally to my bank account.
You will guide me in each action by sending mutual screenshots.