I'm certain this is not consumer error, since the recovery phrase was present in two different areas: backed up inside a file on S3, and printed over a piece of paper. This information clarifies BIP39, the standard that defines how seed phrases are created, and summarizes how BIP32 and BIP44 https://lingeriebookmark.com/story8782908/new-step-by-step-map-for-ledger-seed-phrase-bip39