I am absolutely sure this is not consumer mistake, since the recovery phrase was located in two different spots: backed up in a file on S3, and printed over a piece of paper. This post describes BIP39, the standard that defines how seed phrases are created, and summarizes how BIP32 https://worldlistpro.com/story20735736/the-fact-about-valid-bip39-seed-phrase-that-no-one-is-suggesting