face id lost mode iphone

I have an iphone XR and i accidentally put it on lost mode right. I took it off of lost mode so now it no longer shows the call this number if found thingy. But now what its doing is it'll let me put my passcode in but at the top it'll say face id is not available at this time go to settings for more information then once the passcode is entered it'll then say face id is required to confirm your identity and exit lost mode with the face id button, but when you press the face id button its just stuck there since the face id is off im assuming but i never even turned it off to begin with! Ive called apple one lady suggested i reset the phone. (I dont want to do that) Yes the phone is connected to wifi. Ive tried turning lost mode off & on from my computer. Is there atleast a way i can backup the phone while its in lost mode my back up is on & i have storage. SOMEONE PLEASE HELP!!!