Can't Remove Security Key

Hi, I'm a returning (trying to) player.  I haven't played in years and have long since lost my security key and forgotten my password.  I called in to support and the support rep had me reset my EA password and use that to log in, following the steps in the Removing Security Key documentation.  However, after successfully getting past the password portion with the EA password, the security key page does not look the same as it does in the support documentation:

My page:

Attempting to log in past this just gives me an error that says "Security Key Required."  At this point the support rep said she couldn't help me, told me to call back later, and hung up.  Please advise.

Thanks.