I'm confident this is simply not user error, Considering that the recovery phrase was located in two distinct sites: backed up inside a file on S3, and printed on a bit of paper. In this post we’ll share the list of concurrency wallets (each hardware and program) that supports BIP39 https://socialstrategie.com/story4423111/how-much-you-need-to-expect-you-ll-pay-for-a-good-valid-bip39-seed-phrase