I'm confident this is not user error, since the recovery phrase was located in two distinct sites: backed up in a file on S3, and printed with a piece of paper. In this post we’ll share the list of concurrency wallets (both hardware and program) that supports BIP39 standard or https://nimmansocial.com/story8708952/the-fact-about-valid-bip39-seed-phrase-that-no-one-is-suggesting