Normally Customer Support fix this quickly if you have written that you are currently travelling.  Did you write that you are currently travelling when you contacted Customer Support?

Yes I wrote that I’m travelling. But now it is already evening not sure how long it takes .

There is no one from the Eurail staff that are members in the Community working now but hopefully you will get help in the morning. 

Did you also include your pass number (from the confirmation mail or your account)? They need that to be able to unlink your pass from your old phone.