Volkswagen Jetta gear shift won’t move to P or R, why?

I have a 2019-2023 Volkswagen Jetta, and the gear shift moves between N and D positions but won’t shift to R (reverse) or P (park). The shift lock button is broken, so I currently put the car in N position and use the parking brake to stop the car. However, it’s impossible to move the gear to P or R. What could be the cause of this issue, and what steps should I take to fix it? Any help would be appreciated.